Forum Discussion

Nyx's avatar
Nyx
Tuning in
2 days ago
Solved

Internet gone after power cut

I lost power and when it came back the internet is no longer working.

The red light is flashing and in the router settings it says DS scanning.

An agent sent a signal hit to my router but that did not fix it. I am very sure that there is no problem from my side and VM just has to somehow toggle something on their end. Can someone please look at this?

  • nodrogd's avatar
    nodrogd
    2 days ago

    Bear in mind that the majority of VMs network is HFC & relies on a chain of mains fed amplifiers between most customers & the fibre nodes. These amplifiers have no backup power system. With power failures the power companies will reconnect most customers by re-routing supplies, leaving only the area with the fault off supply while they fix it. If that affected area contains a powered amplifier then all VM customers downstream of that amplifier will still have no service irrespective of if their power supply is restored via another route or not. Once all power is restored where the fault is the VM service should come back.

    Power failures do not always trigger a network alarm, so don't always appear as faults.

4 Replies

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    2 days ago

    Bear in mind that the majority of VMs network is HFC & relies on a chain of mains fed amplifiers between most customers & the fibre nodes. These amplifiers have no backup power system. With power failures the power companies will reconnect most customers by re-routing supplies, leaving only the area with the fault off supply while they fix it. If that affected area contains a powered amplifier then all VM customers downstream of that amplifier will still have no service irrespective of if their power supply is restored via another route or not. Once all power is restored where the fault is the VM service should come back.

    Power failures do not always trigger a network alarm, so don't always appear as faults.

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 days ago

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web service status page, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 days ago

    The red light is flashing and in the router settings it says DS scanning.

    F    ollowing the power cut the VM Signal is down in your street.

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    2 days ago

    a few days for staff to get to the thread and they wont do much other than tell you to ring - so try that

    in the mean time try a soft reset - turn router off for a couple of minutes and back on - if that does nothing then a hard reset - find the reset button - hold in for a good 30 sec and then let router boot up

    nothing else you can do