Hub 5x and account issues

[hughesjlc]

Hi, hopefully I've posted this in the right place but I'm having some odd issues at the moment. 

A few hours ago my wifi dropped out so I thought okay, fine I'll reboot and go from there but ever since then I've getting a blue fast blinking light on the hub and no connection. No amount of reboots had resolved anything and running the diagnostics test didn't flash up any errors so I had left it to do its thing in case it resolved itself. 

I revisit it around 10 minutes ago and I wasn't able to run the diagnostics test at all and when trying to use the Virgin Media app, I couldn't view billing information and all of the icons (Broadband, TV, Phone etc.) just show as error.

The message I'm getting on the diagnostics test says 'Sorry, we can't run a test on your services right now'. It won't even allow me to get to the stage of booking a technician to take a look.

Any ideas? I have no idea what to do!

[Cardiffman282]

Check for local faults on 0800 561 0061. 

[David_Bn]

Thanks for reaching out to us @hughesjlc. and welcome back to our Community Forums.

Sorry to hear of the issues you've been experiencing with the Hub 5x. 

Looking into the local area and the status of the hub and there doesn't appear to be any issues present.

How have things been since your post?

Are you currently able to run the desired diagnostics on the application, or does this continue to be a stumbling block?

Thanks,

David_Bn

[hughesjlc]

Thanks for the replies, it eventually started working again after around 7 hours but it’s cut out a couple of times since when I’ve been working albeit not for as long. 

Will keep an eye on it

[Sean297]

I'm having the same issues. Only had VM less than 2 months and keeps dropping out. 2 engineer visits and it won't allow me to book another on app. I get WiFi bit no Internet or I get pulsing white light. Very frustrated at the moment as its not fit for purpose. 

[Carley_S]

Hi @Sean297 

Welcome to the community forums

Sorry to hear that you're having service issues at this time. 

Checking the systems at our side, we can see you're on the trial network and would need to speak to the dedicated team so that they can investigate this further for you as we aren't able to support this here yet on the community forums. 

You can contact the team on 0345 454 1111 (or 150 from a Virgin Media landline) and the care team will transfer you to the team to assist further. 

[Sean297]

Thank you Carley I have just reported another drop out and told the network team have been informed. 

If I had been told when I signed up I was on a trial network and my WiFi would be virtually unfit for purpose I wouldn't have changed supplier. What are my options on cancelling? Many thanks Sean

[Cardiffman282]

The trial for Xgs-pon finished a year ago. I suggest in the first instance raising a formal complaint with a view to escalating to Ombudsman Services as required given that the service is not fit for purpose under consumer law. Unfortunately you are outside the 14 day cooling off period. Links are below. Please update the thread with how you get on. 

[Sean297]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c161b6f2fcefebcde50c038764951905d6cab0de

Many thanks. It's ridiculous.

[Sean297]

Hi Carley. All I get is the network team have been informed and never hear anything again.