on 29-06-2021 20:30
I’ve had an engineer out 4 times to fix my internet. They all say there’s a problem with the incoming levels. There are green lights showing on my hub but no internet! Please help!
on 29-06-2021 20:36
on 29-06-2021 21:02
Yes I’ve checked all that it’s not an area issue. It’s a hub 3 green light at the bottom is flashing and green wifi symbol is on.
on 30-06-2021 07:18
on 30-06-2021 20:37
I'm not getting any internet right now so no data is coming up. The hub still has green lights on it so its definitely connected.
on 02-07-2021 10:44
Hi @Catturny1990,
Welcome to our community forums and thank you for your first posts.
Sorry to hear you have been having on going and unresolved issues with your broadband. This is not the best service we look to provide and we want to do our best to help. I have been able access your account using forum details. I can also see you recently spoke to our team regarding your hub. Was the issue resolved with our team? Do you require any further help?
Thanks,
on 07-07-2021 08:07
Hi
The engineer that came yesterday said it’s an IRS issue outside my flat so a different company needs to come look at it. Who arranges this because every time I call up virgin they just send out another one of your engineers who can’t fix it? There’s no issue with the hub or the cabling in the flat.
I haven’t had internet for 2 weeks at all now! Can someone please escalate this issue and get the right person out the fix it.
Thanks
on 07-07-2021 10:10
Thanks for your post and updates, Catturny1990,
If there are further works to be carried out by a field team, that's handled internally. It does not require you to call as it's the the field engineer who was at your home will report back to the area manager and that department will liaise with other field teams or contractors to have the work completed.
Thanks,
Corey C
on 09-07-2021 17:16
Hi
I’ve still had not update on when this is going to be fixed. It’s taken 3 months to identify this problem - I really don’t think I should have to wait any longer for this to be sorted. I’ve had no update from the engineer who came out to look at it. What is the next step? Still have not had any internet access for over two weeks now. Virgin has offered no temporary solution to this, how am I supposed to continue surviving without any internet? I am working from home and paying a fortune to hotspot my phone.
on 09-07-2021 17:56
Thanks for coming back to us @Catturny1990.
I have checked the notes on the visit from the other day and can see that this has been flagged to our networks team, I have sent an email off to the area manager to see what the next stage to get this resolved would be.
I will be in touch as soon as I hear anything back from the team.
Regards,
Steven_L