Forum Discussion

destructor23's avatar
destructor23
Joining in
26 days ago

No connection since Saturday morning

Sorry to write this here, but I'm at my wits end.

We've had no internet connection since Saturday morning. It's now Wednesday morning.

We have a Virgin Hub 3 and I've run a diagnostic test and it looks like there could be a fault outside our property, as all the connections are good inside. 

The hub is constantly flashing green up and down lights with an intermittent green flashing and solid bar.

An engineer came yesterday but just said looks like it's an issue with your street. But none of my neighbours are experiencing issues, as far as I am aware. He also said he would advise his office of the situation and that I should call Virgin to make sure they do something. I did that again last night and it was very hard going, trying to get my issue across to the call team.

What's even more confusing, when I try and report an outage on the Virgin Status website, it keeps saying we are in different post codes around the country and it won't let me report a fault specific to my area.

Our location is SW20, London and I'm in area code 3.

Can anyone put me in the right direction to try and get our broadband back up at all? We've been with Virgin for nearly 20 years and apart from the odd hiccup, it's been a fairly smooth journey all in all.

Cheers,

Marc.

3 Replies

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    25 days ago

    Is it still a problem?  See this...

    __________________________

    Check first for any “known network faults in your location - Look in 2 places...

     1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

    2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    The "compensation "timer" can also be started on this number if appropriate.
    Faults  may not be listed on the Area Status web page.  Areas are not Geographic” they are "legacy billing" areas) and as such that usually only covers faults affecting 1000’s of customers across the country.   So 0800 may give you more info, on local issues - but even that wont cover problems affecting just a few customers - or just you.  If nothing shows on those, try calling it in as a fault  - free on 150 (VM line)  or 0345 454 1111 others (national rate).  See what they say when they test your connection.  If they say it’s a known fault, get a fault reference number.
    Or, a VM person should pick this thread up and be able to help but it can take a few days.
    https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know
    https://www.virginmedia.com/help/automatic-compensation
    https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automatic-compensation.html

  • Ianojo's avatar
    Ianojo
    Joining in
    25 days ago

    Others are experiencing the random post code issue with loss of service. My account page now works again and our internet is back. 

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    24 days ago

    Hello destructor23,

    Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your connection. I can see that you've spoken to the team since you last posted and also that the network issues have been resolved as of yesterday (Wednesday 4th June). Please let me know if you're still having issues and we can look into this further for you.

    Kind Regards,

    Steven_L