I have had problems every single day and I’ve been on the phone and on live chat and no-one will help me. I just keep getting palmed off.
my hub made a loud buzzing noise then stopped working. An e...
1: How is it connected to your home-hub, for this is what provides the onward internet connection?
2: What are any error codes you receive? These will be a clue as to the underlying cause
3: If one of your boxes is working and another isn't, but both are connected to your home-hub via the same means, try swapping them around. Does the issue follow the box move or remain with the location?
thanks for your reply. The box has an hdmi to the tv and an internet cable into a junction box behind the tv. The junction box has a wire connecting it direct to the hub. The boxes in the bedrooms have a wire which goes through the external wall and down to in to the same junction box behind the main tv. They are all therefore connected to the same junction box which is cabled directly into the hub. I’ve tried wriggling the wires but nothing happens. When the engineer came out he checked all the junction box and cabling. I also have an Orbi system as my house has 3 floors. The downstairs tv has C322 error code
Also, could I add that the 2nd engineer burst out laughing when I said the first engineer told me the old TiVo boxes were being switched off on 6th Jan and he said people with no internet would still have to use them as they have their own internal modem which is why they are so slow. The 2nd engineer said the first engineer was talking b@ll@cks. The 2nd engineer then told me to never ever switch off the v6 boxes from the power as it renders them useless. I asked about a power cut and he said they would all have to be replaced, so I’ve put ‘do not switch off’ stickers on the plugs to them all. If you’ve said switch them around to see if the problem stays downstairs or follows the box then obviously the 2nd engineer must also have been talking b@ll@cks. Why do the engineers do this?
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this","id":"message:5466012","revisionNum":2,"repliesCount":9,"author":{"__ref":"User:user:36472"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:Virgin_TV_V6"},"conversation":{"__ref":"Conversation:conversation:5466012"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:5466012"},"body@stripHtml({\"truncateLength\":200})":" I have had problems every single day and I’ve been on the phone and on live chat and no-one will help me. I just keep getting palmed off. \n my hub made a loud buzzing noise then stopped working. An e...","body@stringLength":"2126","rawBody":"
I have had problems every single day and I’ve been on the phone and on live chat and no-one will help me. I just keep getting palmed off.
\n
my hub made a loud buzzing noise then stopped working. An engineer came out and said it had burnt out and replaced it - great! As he turned to leave he noticed we had a very old TiVo box and he said that would need replacing asap as they would be turning off the old TiVo boxes on 6th Jan and asked if I’d had a letter to replace it and the phone lines would be mega busy when they get turned off as there were still lots of them out there. Got sent a text with engineer appointment for 8am-1pm. Stayed in all morning and a guy knocked and said he was from the outdoor cabling team and what was our problem. Told him we needed a new box. Wrong team sent. New text for appointment next day. Waited in and no-one turned up next day. Over an Hour waiting on phone for agent to say to ignore text appointments as always wrong but they don’t have any issues listed. Explained about swapping the box as got old one. Given another appointment. Waited in an a technician called. Wrong engineer booked again but he had a new v6 box on van and fitted it. He says he doesn’t know anything about old TiVo boxes getting switched off and other engineer talking [REMOVED]. All 3 boxes in house working fine. Next day new box says on demand not available. Other boxes working fine though. Waited 2 hours on phone and agent says it’s fault with hub. Tell her others working fine but she insisted on resetting hub. Still nothing. Said must be problem their end and reset box. On demand now working. Next day no on demand. Waited hour for live chat and they can’t problem and tell me to wiggle wires. Still nothing. They said they will reset hub from there. On demand now working. Got up today - no on demand. I’m absolutely sick and tired of spending every morning explaining the whole saga after waiting for hours on the phone. Someone please help
\n
[MOD EDIT: Inappropriate language removed, please review the Forum Guidelines]
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Hi.
thanks for your reply. The box has an hdmi to the tv and an internet cable into a junction box behind the tv. The junction box has a wire connecting it direct to the hub. The boxes in the bedrooms have a wire which goes through the external wall and down to in to the same junction box behind the main tv. They are all therefore connected to the same junction box which is cabled directly into the hub. I’ve tried wriggling the wires but nothing happens. When the engineer came out he checked all the junction box and cabling. I also have an Orbi system as my house has 3 floors. The downstairs tv has C322 error code
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Hi.
thanks for your reply. The box has an hdmi to the tv and an internet cable into a junction box behind the tv. The junction box has a wire connecting it direct to the hub. The boxes in the bedrooms have a wire which goes through the external wall and down to in to the same junction box behind the main tv. They are all therefore connected to the same junction box which is cabled directly into the hub. I’ve tried wriggling the wires but nothing happens. When the engineer came out he checked all the junction box and cabling. I also have an Orbi system as my house has 3 floors. The downstairs tv has C322 error code
1: How is it connected to your home-hub, for this is what provides the onward internet connection?
2: What are any error codes you receive? These will be a clue as to the underlying cause
3: If one of your boxes is working and another isn't, but both are connected to your home-hub via the same means, try swapping them around. Does the issue follow the box move or remain with the location?
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For the V6 with a non-working OnDemand service..
1: How is it connected to your home-hub, for this is what provides the onward internet connection?
2: What are any error codes you receive? These will be a clue as to the underlying cause
3: If one of your boxes is working and another isn't, but both are connected to your home-hub via the same means, try swapping them around. Does the issue follow the box move or remain with the location?
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Every time it’s fix day it get push to another date.","id":"message:5500515","revisionNum":1,"repliesCount":2},"Conversation:conversation:5500515":{"__typename":"Conversation","id":"conversation:5500515","solved":false,"topic":{"__ref":"ForumTopicMessage:message:5500515"},"lastPostingActivityTime":"2024-03-24T10:22:36.840Z","lastPostTime":"2024-03-24T10:22:36.840Z","unreadReplyCount":2,"isSubscribed":false},"ModerationData:moderation_data:5501721":{"__typename":"ModerationData","id":"moderation_data:5501721","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:5501721_1":{"__typename":"Revision","id":"revision:5501721_1","lastEditTime":"2024-03-24T10:22:36.840Z"},"ForumReplyMessage:message:5501721":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:836455"},"id":"message:5501721","revisionNum":1,"uid":5501721,"depth":2,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:Wireless"},"conversation":{"__ref":"Conversation:conversation:5500515"},"subject":"Re: Look at the state of this. Every time it’s fix day it get push to another date.","readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:5501721"},"body":"
Sorry to hear that you have ongoing area issues affecting your services. Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately sometimes service issues do happen. We'll always aim to have you back up and running ASAP, but, in some instances, this can take longer than we'd like.
Do you have an outage affecting you currently?
\n
I can see that the reference you've provided (F011226775) in your screenshot is still open and has an estimated fix time of 25/03/2024 at 15:00. I can assure you, our engineers are working to have this resolved as soon as possible.
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Hi
\n
Welcome back to the community forums
\n
Sorry to hear that you have ongoing area issues affecting your services. Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately sometimes service issues do happen. We'll always aim to have you back up and running ASAP, but, in some instances, this can take longer than we'd like.
Do you have an outage affecting you currently?
\n
I can see that the reference you've provided (F011226775) in your screenshot is still open and has an estimated fix time of 25/03/2024 at 15:00. I can assure you, our engineers are working to have this resolved as soon as possible.
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Is this normal?
when I get area issues. I can’t use my broadband as I would like. I can’t use it for work on Team calls. Or for gaming. As it gets high latency, spikes and outages.
also the upload gets reduced to under 1mbps - 10mbps. I am suppose to have a gig connection.
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Is this normal?
when I get area issues. I can’t use my broadband as I would like. I can’t use it for work on Team calls. Or for gaming. As it gets high latency, spikes and outages.
also the upload gets reduced to under 1mbps - 10mbps. I am suppose to have a gig connection.
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Also, could I add that the 2nd engineer burst out laughing when I said the first engineer told me the old TiVo boxes were being switched off on 6th Jan and he said people with no internet would still have to use them as they have their own internal modem which is why they are so slow. The 2nd engineer said the first engineer was talking b@ll@cks. The 2nd engineer then told me to never ever switch off the v6 boxes from the power as it renders them useless. I asked about a power cut and he said they would all have to be replaced, so I’ve put ‘do not switch off’ stickers on the plugs to them all. If you’ve said switch them around to see if the problem stays downstairs or follows the box then obviously the 2nd engineer must also have been talking b@ll@cks. Why do the engineers do this?
Also, could I add that the 2nd engineer burst out laughing when I said the first engineer told me the old TiVo boxes were being switched off on 6th Jan and he said people with no internet would still have to use them as they have their own internal modem which is why they are so slow. The 2nd engineer said the first engineer was talking b@ll@cks. The 2nd engineer then told me to never ever switch off the v6 boxes from the power as it renders them useless. I asked about a power cut and he said they would all have to be replaced, so I’ve put ‘do not switch off’ stickers on the plugs to them all. If you’ve said switch them around to see if the problem stays downstairs or follows the box then obviously the 2nd engineer must also have been talking b@ll@cks. Why do the engineers do this?
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