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CrazyInWeston's avatar
CrazyInWeston
Tuning in
12 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

32 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    12 months ago

    This is the theory, only it doesn't happen in reality as evidenced by the many "I-have-a-PON-ID-fault-and-my internet-connection-has-never-worked-since-the-day-it-was-installed-X-months-ago" topics.

    If a 'ring-fenced team' does actually exist (and I doubt it), the customers are on the other side of the fence and the fence is electrified and with razor wire on the top!

  • goslow's avatar
    goslow
    Alessandro Volta
    12 months ago

    OP reports at #3

    Yes I have been told you ring 0345 454 1111 and ask for it but everytime my sister does this on my behalf, they seem to have no clue.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      12 months ago
      goslow wrote:

      OP reports at #3

      Yes I have been told you ring 0345 454 1111 and ask for it but everytime my sister does this on my behalf, they seem to have no clue.

      A possible problem here is that the OP's internet isn't connected yet so the landline phoneline won't be either so they can't call from that

      Calling from any other phone, including the OP's sisters therefore won't be automatically picked up and passed to the 'ring fenced' team as the phone numbers won't be associated with the account.

  • goslow's avatar
    goslow
    Alessandro Volta
    12 months ago

    You use the quotes icon " from the toolbar (when composing a reply) to quote from a previous post.

    While you wait for a reply from the VM forum team on here, start making some careful notes, along with evidence, of all VM's bungling and failures to fix the issue. You will be entitled to compensation

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    but, in regular topics on here, VM tries to dodge paying out. Keeping good records will help you get what is due.

  • goslow's avatar
    goslow
    Alessandro Volta
    12 months ago

    Do a search on the forum for

    PON ID

    and you will find a lot of other topics describing the same thing with the Hub 5x. Your hub is connected to the network but not correctly identified/activated.

    Topics on here frequently report that the people VM send out are totally clueless on this new implementation and what needs to be done to make it work.

    I also keep reading on here the phrase that there is a 'ringfenced team' to deal with Hub 5x connections but am not sure how you access them.

    One of the VM forum team will reply here within a few days. Hopefully they will refer you in the right direction.

    • CrazyInWeston's avatar
      CrazyInWeston
      Tuning in
      12 months ago

      [quote]I also keep reading on here the phrase that there is a 'ringfenced team' to deal with Hub 5x connections but am not sure how you access them.[/quote]

      Yes I have been told you ring 0345 454 1111 and ask for it but everytime my sister does this on my behalf, they seem to have no clue.

       

      Seems I dont know how to quote another message on here

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        12 months ago

        Hey CrazyInWeston, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

        If you are having some issues with your XGS, as mentioned we do have a ring fence team looking after this on 0345 454 1111.

        They are open until 9PM tonight.