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CJ232's avatar
CJ232
Joining in
3 months ago

T2-T3 Drops - Networking

Good Afternoon,

This problem has been ongoing since Sunday. T2/T3/T4 drops on the router which make it impossible to actually use the broadband for anything other than reading (If I'm lucky). You've given me the runaround saying the issue would be fixed Monday, and then again today, and an agent on the website saying that I would recieve updates on a fault, yet I've recieved nothing. Calling your 0800 561 0061 number reports no faults in the area, yet you guys are saying there is one?

I have:

Restarted the hub several times
Restored factory defaults three times
Checked coax cables

I need some clarification on this issue and a definitive ETA because as far as I am concerned I have been without a service I pay for since Sunday, as we can't actually utilise it.

 

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    3 months ago

    Hi CJ232 

    Welcome to the Community Forums. 

    Sorry to hear that you're currently impacted by an area outage and that the estimated fix time has been pushed back. Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately sometimes service issues do happen from time-to-time. We'll always aim to have you back up and running ASAP, but, in some instances, this can take longer than we'd like.
    Checking the systems on our side we can see that there is still an area outage, so you might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. Our engineers are working hard to resolve this for you.

    The estimated fix time is currently today, 3 February 2025 at 19:30, however, this is an estimated fix time so can be resolved sooner or extended again, should more work be needed to resolve this issue. We wouldn't be able to provide a definitive fix time. 

    Please keep us posted if you're having any further issues tonight after 19:30 after performing a reboot, and we can check for any available updates if needed.