Flashing Green Hub

[davidmoore]

Last 24hrs hub flashing green and tv stuck on starting up. Rebooted but still same . Dan our last technician isnt answering my call

[Adduxi]

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

[jbrennand · Accepted solution]

Sounds like a network problem

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First thing is to check for any “known network faults in your location - Try in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try 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.The "compensation "timer" can also be started on this number if appropriate.

Faults may not be listed on the Area Status web page. Areas are not Geographic” they are "legacy billing" areas) and as such that usually only covers faults affecting 1000’s of customers across the country. So 0800 may give you more info, on local issues - but even that wont cover problems affecting just a few customers - or just you. If nothing shows on there, try calling it in as a fault - free on 150 (VM line)  or 0345 454 1111 others (national rate). See what they say when they test your connection. If they say it’s a known fault, get a fault reference number.

Or, a VM person should pick this thread up and be able to help but it can take a few days

[davidmoore]

Can someone book me a technician before i go mad

[Client62]

The VM moderators can book you an engineer visit. But to get to that point via this forum a written explanation of the problem will be required. Just stick to the technical issues.

E.g. our Hub model ???  is totally dead / has these lights flashing on it and our internet is down.

[davidmoore]

I have checked for area problems NG8 tv issues, would that stop the internet?

[jbrennand]

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@davidmoore wrote:

I have checked for area problems NG8 tv issues, would that stop the internet?

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Shouldnt do.  Whilst waiting for a VM response - can you do this..

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Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the 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 (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[Steven_L]

Hey davidmoore,

Welcome back to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your services at the moment. I have looked into this and cannot see any area faults at the moment, are you still having the same issues that you reported on Thursday?

Kind Regards,

Steven_L