Menu
Reply
  • 3
  • 0
  • 1
jimreading
Tuning in
157 Views
Message 1 of 9
Flag for a moderator

Lost broadband service for almost 2 weeks

Seems we lost service in our street and Virgin Media has a fault ref F005166177. Everday it will updates that we have identified the problem and one engineer is on the way. And the fault is expected to be resolved the next day. And VM has updated this in this way in the past 2 weeks.

Can anyone here from VM help to chase this problem to be resolved?

Another question what should be done if VM can resolve the problem and I hope to switch to another supplier? Do I still need pay some extra money?

Apprieciated for any help.

  • 11
  • 0
  • 0
lizard1978
Tuning in
138 Views
Message 2 of 9
Flag for a moderator

Re: Lost broadband service for almost 2 weeks

I have the same fault ref. F005166177  - Had a new hub delivered Wednesday 22nd as the power supply on my old one failed, the new one came, plugged in and worked for a few hours, then just stopped. Can't connect, apparently the hubs won't authenticate or register with virgin's servers. And they don't know why. Everyday I call them and check online, just to keep getting told "it'll be fixed tomorrow."

It was a Priority 1 fault until Friday as it effected thousands of users, however on Friday it got bumped down to Priority 2, as only hundreds were affected - but that's hundred of customers with no internet for 10 days or more in some cases - apparently the fault was first reported Weds 15th!!

Are you also in Reading RG7 area ref 31 ?

 

0 Kudos
Reply
  • 3
  • 0
  • 1
jimreading
Tuning in
131 Views
Message 3 of 9
Flag for a moderator

Re: Lost broadband service for almost 2 weeks

I am in Reading RG5 area ref 31
0 Kudos
Reply
  • 12.48K
  • 353
  • 1.45K
Forum Team
Forum Team
116 Views
Message 4 of 9
Flag for a moderator

Re: Lost broadband service for almost 2 weeks

Hi jimreading and lizard1978,

I am truly sorry for the longevity of this fault. It is an unusual one - modems (Hubs) on this part of the network are just failing to connect. Our networks teams are working really hard on this and there have been updates, on the fault ticket, daily.

If the cause had been located a fix would have quickly followed. But this one is taking longer than usual. I am sorry about this and I appreciate how tiresome it must be.

But please be assured that everything is being done to get this remedied, our teams are working around the clock .

If it helps I can check for updates daily (except for tomorrow and Sunday, which are my days off) and report back, on here? 


Jen
Forum Team



0 Kudos
Reply
  • 1
  • 0
  • 0
Ascarys4me
Joining in
111 Views
Message 5 of 9
Flag for a moderator

Re: Lost broadband service for almost 2 weeks

They are not working good enough , maby you guys need a specialist in internet to fix it , it past almost 3 weeks and we still encounquer the same issue...we pay for a full service and we get half , do you think we need appologise ?

I got the same issue like these guys F005166177 , reference area 31. and im staying on RG2.

For how long we will be having this issue ? 

For sure i aint gonna pay for another month full price for a half service....

0 Kudos
Reply
  • 3
  • 0
  • 1
jimreading
Tuning in
96 Views
Message 6 of 9
Flag for a moderator

Re: Lost broadband service for almost 2 weeks

Hi Jen,
Seems the mentioned fault has been fixed according to the update I subcribed.But my briadband is still not back. Login the router and it seems the downstream acquisition has problem. sometimes it is locked and sometimes it is in progress. The channels keep changing. Cannot get WAN ip address. Booked one technician who will come many days later.But it seems this is not a problem at my home. Hope it can be solved before the technician arrives.
0 Kudos
Reply
  • 11
  • 0
  • 0
lizard1978
Tuning in
92 Views
Message 7 of 9
Flag for a moderator

Re: Lost broadband service for almost 2 weeks

Yeah I know: told has been fixed- still no internet. Almost 1 month now. It doesn't affect me during the day as I am at work with internet. It's my housebound pensioner father that relies on internet for his only comms. He is at a loss as of what to do;
0 Kudos
Reply
  • 11
  • 0
  • 0
lizard1978
Tuning in
78 Views
Message 8 of 9
Flag for a moderator

Re: Lost broadband service for almost 2 weeks

I have an engineer, due out today, between 12 & 4, I am Hoping he'll be able to fix it.

Is there anyway I can claim compensation, not only from the lack of service for so long, but for other expenses?  I have nearly £40 worth of phone calls over the last 3 weeks trying to get this sorted, and have used up all my mobile data allowance for a month, requiring me to buy a £5 5GB addon

 

 

 

0 Kudos
Reply
  • 12.48K
  • 353
  • 1.45K
Forum Team
Forum Team
69 Views
Message 9 of 9
Flag for a moderator

Re: Lost broadband service for almost 2 weeks

Hi jimreading,

Fault ref: F005166177 was resolved on 05/04/2017.

However, checking your connection I see that your Hub is still offline Smiley Sad You have already arranged for an engineer visit so do please update us to let us know the outcome of that.

 

Hi lizard1978,

Your Hub now appears to be online and functioning well, so the engineer visit appears to have had the desired outcome. 

Apologies for the length of the fault and for the additional wait for the engineer.

 


Jen
Forum Team



0 Kudos
Reply