Menu
Reply
  • 27
  • 0
  • 1
iwantspeed
Tuning in
328 Views
Message 1 of 16
Flag for a moderator

No internet :(

Came home to find no internet access. Restarted hub and everything was ok. Hour later same thing. This time after a restart nothing. Called tech support and went through the usual script. Turn off on etc. Done that - still nothing. Now an engineer is due Monday....

Router status shows:

Acquired Downstream Channel = 739000000 Hz in progress
Ranged Upstream Channel = 0 Hz in progress
Provisioning State = FAILED offline

What does this mean? A problem with the cabling or the hub???
0 Kudos
Reply
  • 10.32K
  • 1.03K
  • 1.92K
Superuser
Superuser
307 Views
Message 2 of 16
Flag for a moderator

Re: No internet :(

No upsteam connection so no outbound data is getting through.

Could be the hub, could be an amp in a street cabinet up the spout.

If its the latter, its usually fixed pretty quickly, & as its a network fault any engineer visit would then be cancelled.

Try checking the service status, either via the link at the top right of this page or by ringing 0800 561 0061.

su1718.jpgCable customer since 1993. Services: FH TV, Sky Sports & Movies (2xV6), Talk Anytime Phone, VIVID 350, Virgin PAYG Mobile

0 Kudos
Reply
  • 27
  • 0
  • 1
iwantspeed
Tuning in
278 Views
Message 3 of 16
Flag for a moderator

Re: No internet :(

Thank you for your reply.

I guess I will have to wait for the engineer. Hope it is nothing major as I heavily rely on internet for my studies. Smiley Sad
0 Kudos
Reply
  • 27
  • 0
  • 1
iwantspeed
Tuning in
263 Views
Message 4 of 16
Flag for a moderator

Re: No internet :(

Ok so engineer turns up and did his checks etc but he is saying that I may need a re-pull! I have a feeling this is going to take weeks. I can't afford to be without internet for long as I work from home.

Do I get compensated for the time I am without internet??

Anyone know how long a re-pull will take???

Everyone else down the road were apparently fine and no problems. I find it strange that it is just my house. I was the first on the street to have the cable put in and it wasn't that long ago.

The engineer also said my modem is really old and he was going to change it but couldn't in the end because the signal wasn't locking.

Not happy at all. Smiley Sad Smiley Sad
0 Kudos
Reply
  • 27
  • 0
  • 1
iwantspeed
Tuning in
243 Views
Message 5 of 16
Flag for a moderator

Re: No internet :(

Second engineer turned up today and did a more thorough check.

He's saying the same as the first engineer that a re-pull will be required.

The next available date is 18th of NOVEMBER!!!! What the hell am I supposed to do in the meantime?

I am so disappointed with VM.
0 Kudos
Reply
  • 27
  • 0
  • 1
iwantspeed
Tuning in
209 Views
Message 6 of 16
Flag for a moderator

Re: No internet :(

Does anyone know if they can bring the cable repull forward?

Anyone from VM want to help answer my questions???
0 Kudos
Reply
  • 27
  • 0
  • 1
iwantspeed
Tuning in
203 Views
Message 7 of 16
Flag for a moderator

Re: No internet :(

Just reading the other horror stories about VM and requiring construction work and so on. Will this cable repull need construction work? Do they do a site visit? I hope they don't just turn up on 18th November to tell me they need to do construction work!! I've been there and done that and it took nearly a year to sort out the last time.

I've ordered fibre from BT now... I think my time with VM is coming to an end unless this issue is swiftly resolved.
0 Kudos
Reply
  • 7
  • 0
  • 0
RyanJamesFT
Joining in
197 Views
Message 8 of 16
Flag for a moderator

Re: No internet :(

Are you on the new high speed gamer package?
0 Kudos
Reply
  • 27
  • 0
  • 1
iwantspeed
Tuning in
190 Views
Message 9 of 16
Flag for a moderator

Re: No internet :(

No, not on the gamer package.

I've still got the old Superhub 1.
0 Kudos
Reply
  • 27
  • 0
  • 1
iwantspeed
Tuning in
188 Views
Message 10 of 16
Flag for a moderator

Re: No internet :(

Still no response from anyone at VM?
0 Kudos
Reply