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CrazyInWeston's avatar
CrazyInWeston
Tuning in
11 months ago

New install XGS-PON not working

Hello, new here, I ordered Virgin FTTP on the 23rd of May, Virgin were very quick to to the external work, it happened 2 days later. Had the internal work done on the 1st of June.

The problem is I'm not yet connected to the internet, my engineer said its your fault as the line is perfect, the problem is at your end. But everytime i get my sister to phone (I am deaf, I cannot hear the telephone) they keep insisting that the internal work hasnt been done yet. I tried online chat help, they told me to phone the 0345 454 1111 number but they keep trying to get an engineer round as they think the internal work hasnt been done. Let me reiterate that ALL THE WORK has been done. My router CAN SEE the internet, its that under general configuration where it says "network access" It says NOT ALLOWED. The light on my 5x hub is yellow/orange

Please help me here, I am deaf and cannot use the telephone, being ran around in circles by the staff on the helpline just repeating a script and not actually helping, just want my line working please.

As I say, all installed I have a 5x hub on the GPON or XGS-PON. Not allowed access despite my router saying "connected"

Please help me!

5x hub
XGS-PON

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  • CrazyInWeston's avatar
    CrazyInWeston
    Tuning in
    11 months ago

    Virgin came earlier today. Plugged in a 3rd router and its all connected now. Finally.

    • CrazyInWeston's avatar
      CrazyInWeston
      Tuning in
      11 months ago

      According to that I'm owed at least £260.

      The service didnt work from day 1, I got my sister to phone it was a problem that very day.

      • goslow's avatar
        goslow
        Alessandro Volta
        11 months ago
        CrazyInWeston wrote:

        According to that I'm owed at least £260. <snip>

        It's highly likely VM will try to dodge paying you anything. In which case the process is a formal complaint to VM first of all (a required first step) then escalation to the ombudsman

        https://www.commsombudsman.org/our-process

        People reporting back on here say the process is fair and straightforward to use. Typically VM loses failure-to-pay compensation cases with the ombudsman when they are reported back on here

  • MasterOfArts1's avatar
    MasterOfArts1
    On our wavelength
    11 months ago

    What internal works are they paming you off with? all you need is your username, password, VLAN & VOIP info at most for phone if u actually still use a landline in this day in age. If its installed & set up correctly then its nothing you are doing dood if its not working.... If the ONT is installed the router is connected and the above settings are in place.... its THEM 👍

  • Anonymous's avatar
    Anonymous
    11 months ago

    There is no ONT, username, password, or VLAN to configure on VM XGS-PON. They supply a Hub 5X and the fibre plugs directly into it.

    • CrazyInWeston's avatar
      CrazyInWeston
      Tuning in
      11 months ago

      This router is very limited. I have no option to use 2.4ghz or 5ghz or split the two signals.

      I have no option to change WiFi channels in case of interference from other WiFi signals in my vicinity.

      And while it says UPaP is enabled, thats not working either.

      Features wise, its the worst router Ive ever had!

      • goslow's avatar
        goslow
        Alessandro Volta
        11 months ago
        CrazyInWeston wrote:

        This router is very limited. <snip>

        If you 'Disable channel optimisation' in the 'Smart WiFi' section, I think that should allow you to split frequency bands etc. etc. Advanced settings>>Wireless>>Wireless signal