Forum Discussion

georgio_pet's avatar
georgio_pet
Tuning in
2 years ago

New broadband installation, Hub 5 (Requesting CM IP Address)

Hi there, 

A Virgin Media engineer attended my property today to do my cabling and broadband installation.

When he finished and everything was plugged in, it seemed like I had Internet. However on his way out, he noticed the cable had been punctured from the stapler, and decided to cut the cable and put a connector to prevent any issues with the cable been potentially damaged. 

Once he finished doing that, he then left advising me to restart my router and the Internet should be back up and running. 

It's been 3-4 hours now and I can see from the router's admin page, it's been stuck at "Requesting CM IP Address" and doesn't connect to the Internet (blue light flashing).

I called Virgin as soon as I noticed the issue and they promised me a callback within one hour, but that hasn't happened yet (3-4 hours already passed).

Can someone look into this and assist me with the resolution of the problem? It's a shame really, having issues from the first day of my installation, and the thing is that I do need Internet for work purposes and I need this rectified as soon as possible!

Many Thanks, 

Geo

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    Sounds very like the temporary joint is not working?  Can you check it is secure and not loose?  Other than this, you will have to wait for VM to fix it.

    • georgio_pet's avatar
      georgio_pet
      Tuning in
      2 years ago

      Hi,

      Thanks for your response. That's exactly where I believe the issue is, at the connector. Before putting that, the router connected to the Internet. 

      But since he cut the cable and added the connector, it doesn't work..

      Checked it myself and it doesn't appear to be loose, so not sure what's exactly causing the problem. 

      Hopefully someone from Virgin sees my post and sends an engineer to the property again..

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        2 years ago

        This is a Community  based Forum and as such a VM Mod may not pick this up for a couple of days.  If you need a quick resolution you will need to ring VM