Area 21 - HUB 5X Red Flashing Lights

[Fatmanp]

Hi all

Just had a phone call from home and our internet seems to be out. Hub 5x flashing red. Have done a power off reset without success. The VM app says cannot connect to our equipment and the line test via telephone call says no issues in our area however i know the 5x network is separate from the main one so they will never read the same. Is there a way to speak with an actual person at VM to find out if this is widespread or just me.

Appreciate any help.

thanks

Tom

[Cardiffman282]

Ask an Xgs-pon neighbour or two? 

[Fatmanp]

Not at home at the moment and i dont know if any of them are on VM or even know what the internet is beyond "WIFI". I can ask but I doubt that will narrow it down. Have VM sacked off their call center's i have been waiting for a whatsapp response for nearly 90 mins now and appear to have just gotten a robot respond to me?

[Cardiffman282]

It does seem to have got much worse recently (from a very low starting point) in terms of customer service responsiveness. The VM forum team are pretty good but can't respond straight away. 

[Fatmanp]

Ok so i just got home. Red light flashing. Loaded up the PC, attempted to login to the hub. Nothing. Clicked the windows troubleshooter option and it said DHCP unreachable or something. Clicked the refresh button then the lights blinked white a few times and the internet came back on.

Shrugs shoulders.

[jbrennand]

See if anything is being reported on 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.

If not just call it in as a fault on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.

[Fatmanp]

Its happened again this evening. Intermittent flashing red (slow). Restarted the router, had internet for about 5 seconds and then it started to flash red again. Did the pinhole reset and still flashing red. Router is not hot in the slightest. Area check says no issues Getting really **bleep** off with this now. More problems in my first year with virgin than the previous fifteen with Sky.

[Carley_S]

Hi @Fatmanp 

Welcome back to the community forums

Sorry to hear that you're having service issues and haven't been able to speak with the team over WhatsApp. 

I've been able to locate you on the systems on our side and can see that there is an outage affecting your services at this time. The estimated fix time is currently today 7/10/24 at 2:25, We apologise for any inconvenience this may cause. 

After this time has passed if you're still having issues, please double-check the service status page to see if the outage has been closed and if so, reboot the equipment and let us know so we can investigate this further for you. 

[Fatmanp]

Thanks Carley. It does appear to be back online now. odd that its occurred a few times in as many weeks.

[Fatmanp]

actually its down again