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4th day without broadband in WA2

 

Hi, I wondered if there was anyone that can advise me on how I can find out what's going on with broadband services in Warrington WA2 and when services are expected to be back to normal

I’ve been without any broadband connection since approx 10am on Thursday. Service tracker said local network issue with engineer on the way & expected resolution time 3pm. Later, the issue dropped off the tracker but I still had no connection- Hub 2 showing bottom blue light on, second bottom light (traffic ?) flashing green arrows and above that intermittent flashing blue tick. Tried ringing to report issue but gave up after long wait

Rang Friday am and after another long wait got through to be told there were no local issues so I needed an engineer, this was arranged for Sat pm

7.30am Saturday I recd text saying appointment put on hold while local network issue resolved. About hour later recd another text to say local issue F007561731 now resolved. I still had no service so rang customer services again. I was passed around numerous people and told various different things and depending on who I spoke to it’s either my hub & an engineer gets booked or a local issue and the engineer gets cancelled. One operator did say that the original issue had been resolved but it wasn’t fixed and had passed to ‘the construction team’ for further work

By now I’ve had enough and have decided to cancel my business with Virgin after 22 years and I'm now in the process of moving to another provider. I’ve had other problems this year and this was the last straw

In the meantime I still have no broadband and don't really know what's going on or when I am likely to get my service back. Service status tracker, my account & 0800 fault hotline all saying service is good. I understand that highly complex systems and equipment can go wrong but I’m finding the lack of information/ updates really frustrating and trying to talk to someone who can tell me what’s going on is a real challenge

Any help would be appreciated. Thanks

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Alessandro Volta
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Re: 4th day without broadband in WA2

Did you report the total loss of service and start your compensation timer?

If no VM person replies on here before tomorrow then, try calling “Retentions” on 150 or 0345 454 1111 - options 1-1-4-5 "Thinking of leaving" - they are open 8am until 10pm but calling early between 08.00-11.00 is best, when you will usually get a UK call centre who’s staff are more informed and helpful
Tell them you are planning to leave for Sky/BT because of these problems - and they will try and sort it for you (as it’s their job to keep customers) and give you best information.

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: 4th day without broadband in WA2

Thanks for the advice, yes I’ve reported the loss of service and have been told that the compensation clock has started. I’ve already spoken to retentions, they confirmed a local issue and cancelled the technician that had been booked for Monday. I’ve already given my notice to cancel the service but I’ll try speaking to them again on Monday to see if they can give me any info on problem. Thanks again

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Alessandro Volta
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Re: 4th day without broadband in WA2

If you have already cancelled they will usually offer you a better deal to stay 🙂

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: 4th day without broadband in WA2

I’m now into my 5th day without any broadband access. I’ve tried speaking to retentions team again but they’ve said they can’t help as they don’t deal with faults so transferred me back to the faults team again

After another lengthy wait I have now spoken to the faults team, yet again going through the same soul destroying circle of trying to find out why I’ve got no broadband and when it will be fixed. All the service status updates/helplines are reporting no issues in my area (Wa2) but as I mentioned earlier I’ve already had 2 appointments cancelled as they won’t send out an engineer as there’s a local network issue

Today’s solution from the faults team is to book another engineer for Wednesday and so the circle continues......

 

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Alessandro Volta
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Re: 4th day without broadband in WA2

OK. In the meantime and just in case the offshore CS are being economical with the truth post up connection data - it may be uninformative but.....

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right (SH2’s) or the text at bottom-middle of first page up (Hub3) and then copy/paste 3 FULL sets of data onto here – from the downstream, upstream, & network logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you.

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John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: 4th day without broadband in WA2

Well the engineer appointment was cancelled again, this time I had a call from the faults team to say that they had been checking my connection and had identified that the problems I’ve been having with ‘low speed & intermittent connection problems’ (Wrong- my problem is no broadband since approx 10am Thursday 14th) is down to my router being incompatible with 200mb service (curiously I’ve had this speed without problem for almost 2 years). They are sending out a new router

Virgin Media had an opportunity to save my account but after speaking to the retentions team to cancel my service last week I feel there has been no attempt by anyone to take responsibility to get this problem sorted. The only communication I’ve had from the retentions team was an email thanking me for making changes to my account. Unfortunately Openreach have now delayed installation of my new service while they sort out some problems so right now it feels like no-one wants my business 

In the meantime, here is the info from my Super hub - it shows that it is only locking into 1 channel which I’m guessing isn’t right

Downstream DS-1DS-2DS-3DS-4DS-5DS-6DS-7DS-8Frequency (Hz)170750000N/AN/AN/AN/AN/AN/AN/ALock Status(QAM Lock/FEC Sync/MPEG Lock)LockedUnlockedUnlockedUnlockedUnlockedUnlockedUnlockedUnlockedChannel ID5N/AN/AN/AN/AN/AN/AN/AModulation256QAMUnknownUnknownUnknownUnknownUnknownUnknownUnknownSymbol Rate (Msym/sec)6.952000N/AN/AN/AN/AN/AN/AN/AInterleave DepthI=12
J=17N/AN/AN/AN/AN/AN/AN/APower Level (dBmV)11.80N/AN/AN/AN/AN/AN/AN/ARxMER (dB)38.26N/AN/AN/AN/AN/AN/AN/APre RS Errors 298N/AN/AN/AN/AN/AN/AN/APost RS Errors 298N/AN/AN/AN/AN/AN/AN/A

Upstream US-1US-2US-3US-4Channel Type2.0N/AN/AN/AChannel ID12N/AN/AN/AFrequency (Hz)25800000N/AN/AN/ARanging StatusSuccessN/AN/AN/AModulation64QAMN/AN/AN/ASymbol Rate (Sym/sec)5120000N/AN/AN/AMini-Slot Size2N/AN/AN/APower Level (dBmV)41.68N/AN/AN/AT1 Timeouts0000T2 Timeouts0000T3 Timeouts0000T4 Timeouts0000

20/11/2019 12:01:20 GMT20/11/2019 12:01:20 GMTCritical (3)73000200REG RSP not received20/11/2019 12:01:20 GMT20/11/2019 12:01:20 GMTError (4)73027100T6 Timeout and retries exceeded20/11/2019 12:01:20 GMT20/11/2019 12:01:20 GMTCritical (3)73025103Registration RSP rejected unspecified reason20/11/2019 12:01:19 GMT20/11/2019 12:01:19 GMTError (4)84010100RCP-ID in RCC not supported20/11/2019 12:01:19 GMT20/11/2019 12:01:19 GMTError (4)68000407TOD established20/11/2019 12:01:10 GMT20/11/2019 12:01:10 GMTCritical (3)82000200No Ranging Response received - T3 time-out20/11/2019 12:00:56 GMT20/11/2019 12:00:56 GMTNotice (6)84000510Downstream Locked Successfully20/11/2019 12:00:56 GMT20/11/2019 12:00:56 GMTWarning (5)84020300MDD message timeout20/11/2019 12:00:41 GMT20/11/2019 12:00:41 GMTCritical (3)73000200REG RSP not received20/11/2019 12:00:41 GMT20/11/2019 12:00:41 GMTError (4)73027100T6 Timeout and retries exceeded20/11/2019 12:00:41 GMT20/11/2019 12:00:41 GMTCritical (3)73025103Registration RSP rejected unspecified reason20/11/2019 12:00:40 GMT20/11/2019 12:00:40 GMTError (4)84010100RCP-ID in RCC not supported20/11/2019 12:00:40 GMT20/11/2019 12:00:40 GMTError (4)68000407TOD established20/11/2019 12:00:30 GMT20/11/2019 12:00:30 GMTCritical (3)82000200No Ranging Response received - T3 time-out20/11/2019 12:00:16 GMT20/11/2019 12:00:16 GMTNotice (6)84000510Downstream Locked Successfully20/11/2019 12:00:16 GMT20/11/2019 12:00:16 GMTWarning (5)84020300MDD message timeout20/11/2019 12:00:00 GMT20/11/2019 12:00:00 GMTCritical (3)73000200REG RSP not received20/11/2019 12:00:00 GMT20/11/2019 12:00:00 GMTError (4)73027100T6 Timeout and retries exceeded20/11/2019 12:00:00 GMT20/11/2019 12:00:00 GMTCritical (3)73025103Registration RSP rejected unspecified reason20/11/2019 11:59:59 GMT20/11/2019 11:59:59 GMTError (4)84010100RCP-ID in RCC not supported

General ConfigurationNetwork AccessDeniedMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig File

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Re: 4th day without broadband in WA2

I dont think a new Hub is going to help if you have a network problem.

Can someone (V.I.P) ping the Mods to get this sorted.


--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: 4th day without broadband in WA2

Sorry to hear that you're having issues ste119.

 

I have been able to locate your account through your forum profile and cannot connect to your hub to do any further checks, please could you advise what lights are currently displayed on your hub and make sure that all of your cables are connected tightlly. We are not showing as any area faults for you in the WA2 area,so this seems that its an issue with your connection.

 

Also what have the team advised you so far about the issue that you've been having or has it improved since your last post on Wednesday?

 

Regards

Steven_L

 

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Re: 4th day without broadband in WA2


I am still without any broadband connection. I have tried rebooting (many times), resetting the hub & returning the hub to router mode (previously in modem mode with an Asus router) and have checked all the connections

From bottom the lights on the hub are as follows-
WPS light - was solid blue but since resetting the hub is now off
1st light up- solid blue
2nd light up, the double arrows- continuously flashing a white/green colour
3rd light up, a tick- intermittently flashing blue
4th light up- solid blue
top light-hearted solid blue

I have been told the following by VM-
14th November (day 1 of problem)-
Online status checker showed network issue with expected resolution time of 3pm
Friday 15th-
Told by an adviser the network issue resolved, therefore engineer booked for Saturday 16th
Saturday 16th-
Text received putting the appointment on hold as network issue in area was being investigated
Registered for updates & an hour later received another text saying F007561731 had been resolved
Advised by an operator in the faults team that the issue had been resolved but there was still a network fault and the issue had been passed to the construction team
A technician appointment was booked for Monday 18/11
I spoke to retentions team to give notice of full cancellation of my service. Telephone service was not cancelled at this point as I expressed a wish to retain my number & I was advised in those circumstances Ofcom require the telephone service is ported over not cancelled.
The adviser cancelled the technicians appointment saying they wouldn't send one when there was a network issue
They also confirmed that I would automatically receive compensation for the fault
Monday 18th-
I spoke to retentions team again to give them a help me sort the problem out & retain my business, they advised they couldn't help & I needed to speak to the faults team
Rang faults team for an update. Advised no network issue and technicians appointment booked for Wednesday 20th
Tuesday 19th-
Received call from faults team advising their tests showed the problem was caused by an incomparability between my hub and 200mb service (I've received speeds of 200mb for nearly 2 years without problem so this is surprising). A new hub would be issued which I would receive by Friday 22nd (not received)
The appointment for Wednesday 20th was cancelled
Thursday 21st-
I tried to submit a formal complaint using the online form but it flagged up with an Error 606, with a message to contact customer services. Having been advised that the Openreach installation has been delayed I thought I would again contact retentions team to give a final chance to retain my business. They said they couldn't help. I was also told that as I had originally reported the loss of service to the faults team I did this as a fault not a complaint therefore the compensation clock hadn't started yet




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