Forum Discussion

dynesmatthew's avatar
dynesmatthew
Joining in
13 days ago

Red flashing light on Hub

Friday: Our electricity cut out on Friday due to the storms, which coincided with me receiving a text from VM saying there was a service outage in our area, which was also fixed on Friday. I had Internet access again Friday night. I can't verify if we had any Internet access issues as we had no electricity.

Saturday: Saturday morning, I also had access, but at 7am Saturday morning, we lost Internet access again and the hub light started flashing red. I got a text to say there was a service outage in our area again. I then got a text at 5pm to say it has been fixed, but we never got Internet access again. At 6pm I used the service status checker and it said there was issues in the area that would be fixed by 4pm on Sunday. At 9pm on Saturday I checked again to see if there was any changes/updates and the service status checker now says there is an issue with my hub not being connected properly? Bear in mind I have not touched my hub at all until this point and everything is connected fine. I reset the hub anyway in hope, but the red flashing light returned.

Sunday: 3am Sunday morning and I still have the red flashing light with the service status checker stating that my hub isn't connected properly.

I now have a tech appointment booked for Wednesday, but I run my business from home and simply cannot operate without Internet access for another 2 to 3 working days.

Can someone please advise if there is anything I can do to help get back online.

Thanks

 

 

 

  • Carley_S's avatar
    Carley_S
    Forum Team
    10 days ago

    Hi dynesmatthew 

    Welcome back to the Community Forums. 

    So sorry to hear of your service issues. Checking the systems on our side we can see that there was still an outage affecting your area that has since been resolved in full today. You might find that if you booked your engineer when the outage was still ongoing this may have been cancelled, so the team can work on resolving the area issue first. You can check your appointments via your online account here if you need to check.  Let us know if you've still any ongoing service issues and we can support further. 

     

    Please bear in mind for future reference, if you're a residential service with us, outages and eligible compensation would not take into consideration any business costs, expenses or wage losses due to internet issues. Any residential service would be treated in this correct process. Should you wish to look into a business service with us, you can check out the information here. 

  • hokelwo1's avatar
    hokelwo1
    Joining in
    10 days ago

    There should be a estimated fix time within the Virgin Media app if you click status. If you have trouble locating it I can check for you as I’m a tech.

  • Steven_L's avatar
    Steven_L
    Forum Team
    8 days ago

    Hey dynesmatthew,

    How are things looking at the moment for you? Please do let us know if you're still having any issues.

    Kind Regards,

    Steven_L