Forum Discussion

Chazwade's avatar
Chazwade
Joining in
2 years ago

No broadband and now no TV!

Hi all, posting here as a last resort before we spend Christmas with no TV or WiFi!

We experienced a complete loss of service on Thursday and virgin kept saying it would be fixed within a few hours but the fault eventually got fixed a couple of hours ago. (Saturday 9pm)

At this time the Virgin 360 box began to work again and TV worked fine. The broadband never came back on though, I reset the hub, reseated all the wires and it kept flashing the two green arrows with a solid green light on the base of the hub. Whilst investigating this, after about an hour the TV signal started being dropped for about half a second every minute or so, then suddenly it completely stopped working. Error code CS2004.

An engineer is booked in for Wednesday, but before we have to go all of christmas with no TV or WiFi, does anyone have any advice? There was an attenuator fixed to the Hub, I tried with and without the attenuator in case the signal had been made weaker by whatever work had been done upstream. The TV suddenly failing too is the part that is really confusing me, as I could understand if it was just the signal strength  being wrong for the broadband!

Any advice greatly appreciated!

 

 

 

  • Chazwade's avatar
    Chazwade
    Joining in
    2 years ago

    Update to add: the service status checker is now showing faults in the area again for TV and broadband. Hopefully this doesn't reset our timing for compensation for total loss of service as we've had loss of broadband since Thursday!

    • Chazwade's avatar
      Chazwade
      Joining in
      2 years ago

      Starting to think no upstream connection showing is significant, could this be an issue with activation of the hub? We upgraded package last month and the hub was in modem mode at the time it went down on Thursday. Could it be a MAC address issue?

  • ozsat's avatar
    ozsat
    Superstar
    2 years ago

    The hub being off would not cause issues with the regular tv channels too - if both are off it is either a cable fault or a network fault.

    The compensation timer starts from the moment you report you have the fault until it is completely fix - not when the fault starts.

    • Chazwade's avatar
      Chazwade
      Joining in
      2 years ago

      The TV was only down for 10 minutes then came back, the internet has never come back and the hub 3.0 says access denied as shown above.

      I just tried to ring and check the MAC address of my router is the same they're sending the signal to, but the customer service person was very dismissive and insisted everything was fine, I'm not sure they understood what I was checking.

      • Joseph_B's avatar
        Joseph_B
        Forum Team (Retired)
        2 years ago

        Hey Chazwade,

        Sorry to hear you have been having this issue with your broadband, can you confirm if anything shows on our service status page at all?

        Joe