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horizon-in's avatar
horizon-in
Tuning in
12 months ago

No service/outage issue with 5X Hub

Hi,

I hope anyone can help. I had my virgin Broadband 1Gig with 5X hub installed on 24/04. It worked well for the first day but next day it says no service. The hun shows blue flashing light. I have called Virgin helpline so many times, they say there is an outage in my area with 5X hub. Although on my virgin app and the service check helpline says no issues in my area. It is now nearly 60 hours I am with no service with Virgin Broadband. I am still in 14 days cooling cancel off period, very disappointed. Anyone else has come across similar issues ? Any solutions ? The customer service have no idea, every time they promise it will be fixed by end of the day, but so far false promises 

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  • horizon-in's avatar
    horizon-in
    Tuning in
    12 months ago

    I am having same issue with 5x hub installed last Wednesday. The day after no broadband service now for nearly 72 hours. The virgin app says no issues in my area but the helpline says outage for 5x hub users. They keep promising it will be fixed in next few hours but no luck so far 

  • horizon-in's avatar
    horizon-in
    Tuning in
    12 months ago

    Can anyone else help or experienced similar issues. I am still stuck with no virgin broadband service

    • Skeltz23's avatar
      Skeltz23
      Joining in
      12 months ago

      Hi, what area are you in? 

      We are sheffield and have had no broadband since Thursday. I had a technician booked sat morning which virgin cancelled without informing us, 4 hour house wait. 

      I have rang customer support the last 2 days, all they can say is there is an outage somewhere. No estimated time to fix.

      We have had no communications from virgin. It is woefull. We only moved to virgin fibre a month ago. Wish we hadn't, our copper based Internet from sky didn't fail once in 5 years. 

      I did ask India what the SLA( service level agreement  )agreement is on responding to faults, but got blank reply.

      I had wrongly presumed that the fibre network would be at least a ring topology, giving us a redundant network, seems it isn't, more worrying is that there is obviously a single point of failure in the network, so every time a cable is damaged or a routeur fails we will have a broadband blackout. Shocking service.

      • horizon-in's avatar
        horizon-in
        Tuning in
        12 months ago

        We are also Sheffield S17 postcode, no Broadband service since Thursday. Called multiple times on helpline, very unhelpful. Do you also have 5X hub ? They say it is outage for 5X hub only. I am still in 14 days cooling off period so thinking of leaving Virgin and going back to Sky or Vodafone. Sky we never had an issue for single full day in last 6 years

  • horizon-in's avatar
    horizon-in
    Tuning in
    12 months ago

    Hi 

    Anyone still having no broadband service in Sheffield. Ours is down since Thursday 10:00 am. Website says no outage but helpline says it is and no real time frame given to fix it. So frustrating 

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

      Hi horizon-in 

      Welcome back to the community forums 

      So sorry to hear that you're experiencing an outage at this time. You might find that the online checker does not locate the outage for our Hub 5 customers as this uses a different network and tools than usual. As such, these service concerns/queries are handled by the dedicated team and is not something we are able to assist with through the community. 

      I have checked the systems at our side and can see that you have already spoken with the team since posting. 

  • Client62's avatar
    Client62
    Alessandro Volta
    12 months ago

    VM online checkers tend to check for major faults in the area. Major meaning massive outage, Area for us spans 3 counties. So half of Colchester needs to have blank TV screens / internet outage before a fault appears in the online status checker.

    The automated fault line 0800 561 0061 gets down to street level, this does appear the cover XGS-PON / Hub 5x connections so may be a way to get finer grained info.