Forum Discussion

PhilWil1's avatar
PhilWil1
Tuning in
7 months ago

Please Help - I don’t know how to resolve

Hi

my broadband has been down 6 days now. 247 minutes on the phone and 3 engineers later I am no nearer resolving. Both wife and I work from home and the stress levels this has caused.

The hub 5x is showing a solid yellow light. I have done countless resets and restarts as advised without joy.

i just need to get someone at Virgin to take ownership of this issue and keep in touch until resolved. Its annoying that I am the one who always has to ring.

i would value the opinions of the community to see if there is anything obvious I am missing.

thanks for reading 

  • AdamC14's avatar
    AdamC14
    7 months ago

    Hi,

    I saw your comment and first thing I did was clean it and still no joy.

    Been told about a field officer is investigating the issue but still sending an engineer next week I really believe they don't know what they are doing. 

    One said its because the account isn't showing completed install another guy said oh we can sort that on the app whilst sorting the cables out on the telephone post within 30 minutes they was gone and never heard back. 

    Worst service I've ever had!

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    7 months ago

    This could either be a single fault at your connection, or an area fault affecting a number of users. You can check for the latter by calling 0800 561 0061.

    In either case you will start getting compensation from two days after reporting the fault. 

    It's always recommended if you rely on VM for work to have a standby service like 4g /5g.

    As you have found, VM customer service is dreadful. 

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    7 months ago

    ... or dirty fibre ends.  They can be exposed, cleaned using ipa and a lint-free cloth.  I suggest you try that.  No damage will be caused.  This is the classic cause of an activated circuit not working.

  • AdamC14's avatar
    AdamC14
    Tuning in
    7 months ago

    Hi, I am suffering the exact same problem. We had the Internet working for 3 weeks and then Friday it just went off and haven't been able to get it back working.

    Done all the resets and tips with them on the phone we are in the exact same boat 2 engineers been out everyone says different things won't let us cancel and just book another engineer in for them to say they can't fix the fault.

    If you ever do a resolution let me know but my head is about to explode with it 

    Fed up, no-one cares and no-one knows what the issue is! 

    • Sephiroth's avatar
      Sephiroth
      Alessandro Volta
      7 months ago

      Have you tried cleaning the fibre tips if you have a Hub 5x?  

      • AdamC14's avatar
        AdamC14
        Tuning in
        7 months ago

        Hi,

        I saw your comment and first thing I did was clean it and still no joy.

        Been told about a field officer is investigating the issue but still sending an engineer next week I really believe they don't know what they are doing. 

        One said its because the account isn't showing completed install another guy said oh we can sort that on the app whilst sorting the cables out on the telephone post within 30 minutes they was gone and never heard back. 

        Worst service I've ever had!

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    7 months ago

    Sloppy work with the pole-strung fibre, poor splicing, dirty ends and so on - they all make for risks to service.  My approach to this would be to go to the first fibre connector away from your house and shine light  down your fibres.  Or better still, put a Fluke tester at each end and certify that section.