Broadband not working at all.

[ljh217]

Hi All,

We've been with Virgin for about a week. Today the internet mysteriously stopped working at 3pm. Virgin media are just saying that the Wifi router is not connected (it is, it's just flashing red and resetting it and checking connections isn't doing anything)?

Engineer available Saturday at the earliest.

Fortunately we're still with Sky Broadband until the 7th, so have a temporary fix, but any ideas?

Not happy at all with both the customer service or the response to the broadband being completely unavailable.

[Client62]

Check for known faults in your street

Call 0800 561 0061 – this is an automated number.

https://www.virginmedia.com/help/check/status/identification/identify

Be aware if a known fault is found that does not relate to just your specific line, e.g a fault in the street cabinet or earlier in the network affecting multiple homes / streets, any engineer home visits are likely be cancelled without warning / notice.

[ljh217]

Nope, no fault showing, they couldn't even find my box (I assume because there is no internet running into it), so got stuck in a endless loop on the website of them wanting to reset my box, which I did but didn't work.

[Cardiffman282]

Did you call the number? 

[jpeg1]

If you're not happy with the connection or service you have 14 days to decide whether to cancel. 

[ljh217]

Yes. No fault found and just kept sending me the same text saying the router is not plugged in (it is plugged in!). Rang to say I would cancel and engineer is booked for Saturday, but still ridiculous service.

[ljh217]

Can't cancel as registered more than 14 days ago, it was installed a week later.

[jpeg1]

The 14 days starts from the first working connection.