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Jason18's avatar
Jason18
Tuning in
2 years ago

Re: Hub 5x solid yellow light

I recently had broadband installed in my property 1 week ago by a virgin engineer. The cable was brand new and only installed 3 days beforehand. Since being installed we have had no internet and customer service have been no help at all.

 We had a 5x router installed and apparently only a specific team can handle queries with these routers. There is an IT problem with the setup on virgins side and a ticket was raised with their mythical IT team which takes 5-7 working days to be picked up. No one is able to contact the IT team or speak to manager in that team eithet according to customer service. The ticket was picked up a week later by the IT team and marked as resolved, nobody called to confirm. The issue is still the same so a new IT tocket has been raised but could be another 5-7 working days before it is picked up again.

 

My question is, has anyone dealt with this mystical IT team before or have any tips on actually getting virgin to complete anything in a reasonable timeframe.

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  • AdamC14's avatar
    AdamC14
    Tuning in
    1 year ago

    Hi Jason,

    We seem to be currently going through this exact problem, numerous engineer visits and multiple phone calls.

    Seems no-one cares or want to help just keep being told it's being escalated.

    Do you know what the problem was and if indeed you did get it sorted and what time frame 

    Thanks 

    Adam 

    • PhilWil1's avatar
      PhilWil1
      Tuning in
      1 year ago

      Hi Jason

      i have had the yellow light and no broadband for a week. Customer services have been hopeless. I have now got the numbers of engineers and field managers who are working through the problem. I’ve had a new hub and port change but nothing seems to be working. Feels like virgin have bitten off more tech than they can chew 

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team (Retired)
        1 year ago

        Hi PhilWil1, thank you for your post.

        We're sorry to hear about the problems you've been having and that you feel this way 😔

        I can see you've spoken to the team since you posted. Have the problems now been resolved?

        Please pop back to us at your earliest convenience.

        Regards,
        Daniel

    • PhilWil1's avatar
      PhilWil1
      Tuning in
      1 year ago

      Hi

      Finally got broadband back after 10 Days. Problem eventually tied down to an error code that had not been cleared when the port on the pole had only been reserved and not assigned and which then expired. Incredible it took son long

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        1 year ago

        Glad to hear your broadband is back on and we are sorry for any issues caused in this time.