Day 15 with no Internet!!

[LadyLea]

Day 15 of no Internet with Virgin. Hubx5 has had a steady yellow light that no-one seems to be able to fix. I've been on the phone every day trying to speak with someone. 3 technicians, not 1, not 2 but 3!! Technicians have been out and couldn't fix the problem said its an i.t issue Virgins end. When you speak with Virgin they blame it in an area problem. When my neighbour's have the same provider and same hub abd there's works fine. Virgin really don't have a clue, thank god for phones and data because my disabled child is having meltdowns due to not having Internet in the house. It's very distressing for my family. Virgin are a joke and in this day and age cannot fix a problem. Day 15 and no-one can tell me jack about what's going on or what  the problem is.

Has anyone had this problem? I'm looking for another internet provider today because i can't live like this anymore. 

[goslow · Accepted solution]

If you are using a Hub 5x, search on

PON ID

on the forum and you will find similar stories of multiple tech visits and general circular incompetence on the part of VM. Your description of the yellow light of doom sounds the same.

Keep detailed records of all the bungling to ensure you are paid the correct compensation once your service is restored

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

[LadyLea]

Thank you, I will. 

[Gareth_L]

Hello LadyLea.

Thanks for your first post and welcome to our community.
Sorry to hear you are having an issue with your connection.
I'd like to investigate this for you as it needs to be sorted out once and for all.
If you don't mind, I will need to send you a private message to pass security. 
If you can check your logo at the top right of your screen that would be great. 
Gareth_L