We've had a area wide power-cut and my broadband hasn't come back up since the power was restored.
My Hub3 has a green flashing light and the WiFi light is solid green. I've tried the standard power off/check connections etc, but the router returns to the same state.
Any advice or support would be appreciated, thanks.
It's possible that the power cut has also affected the local VM cabinet(s)
Have you used the /check-services/ function to check for any known reported problems in your area? You can also a run a test on your equipment from there.
If nothing is showing you could also try the automated Service Status number 0800 561 0061. This is generally better as it gives details of more local issues down to postcode level.
Thanks for the quick reply. The service status phone line reports no issues in my area. Performing an online check reports "The WiFi Hub isn’t connected properly" and takes me through the steps to reboot etc. The final step asks which Hub lights are flashing, but when I select "none of above" it states I need an engineer visit! However, most of what I've read online suggests a green flashing light indicates a network service issue.
A green flashing bar and arrows on our Hub 3 means the VM Network is down.
Check for known faults in your street. Try both methods:
Call the local fault line: 0800 561 0061 – this is an automated number.
https://www.virginmedia.com/help/check/status/identification/identify
This is getting increasingly frustrating, my connection is still down! I had an engineer booked for this morning following the automated diagnostics.
Yesterday, Virgin texted to notify me that a local network fault had been fixed and cancelled my engineer visit. My broadband and phone is still down, even though there are now no recognised issues in my area (my next door neighbour is also affected).
After speaking to Virgin Support, they have re-booked an engineer, but for Friday (2 days later), which is incredibly frustrating, particularly as I work from home. As my neighbour is also affected I'm assuming it's a fault on the local network, but I'm concerned that Virgin aren't recognising it as such.
which is incredibly frustrating, particularly as I work from home
Whilst I fully understand, having WFH myself, you really need a backup solution for times like this. There are no SLA's on a VM residential contract, just on the Business ones.
Hopefully the neighbour has also report their continued outage.
The 0800 561 0061 telephone service is usually suggested for reports of localised faults.
Yes, my neighbour has also reported it. The phone service just says "no reported faults in your area".
Thanks for responding, I had an engineer visit on Thursday evening which has resolved the issue. The power-cut had knocked out a component in the kit within my property.
I'm back online now, thank you.
