Internet down for nearly 2 weeks, solid yellow light

[Raulty]

Hi everyone, reaching out here as Virgin support has been useless and it’s coming to near 2 weeks that my internet has been down.

On Thursday 15th my internet goes out after work outside, not sure what they did but claimed they had to move my connection in the box. I had no issues before, this resulted in a solid yellow light on my 5X router.

On Saturday 17th an engineer comes to visit and says my port is not assigned, requests for that to happen and leaves after claiming there is nothing he can do.

On Tuesday 20th, I see 2 engineers outside my house who claim the port is assigned and a neighbour is having the same issues and the connection will be back on in 30 mins… which never happens.

On Friday 23rd another engineer shows up and again claims that it’s the port issue, however he can’t get any Information from the router and posted for more information on his internal chat support. As it was Friday afternoon there was no response and he leaves his number to check in with him. I’ve try to contact him however his voicemail now states he’s on holiday for a week.

How do I get this resolved? I’ve had both virgin engineers and Comex engineers claim it’s solved, or being solved but never is, and every time I ring support after 45 mins of waiting they have no clue what’s going on and always just send out another engineer that can’t fix the issue. 

[goslow]

Search on the forum for

PON ID

Your description sounds possibly like past PON ID topics (inc the mention of a yellow light on the hub).

VM seems to have implemented a new technology which they are not actually capable of properly supporting as yet.

Some of these past topics have dragged on for months. The issue only seems to get resolved when the 'right' person turns up who knows what they are doing.

[Raulty]

Thanks for your reply, yeah after searching that seems the exact issue. A couple of engineers mentioned that a back office team will fix it but surely it can’t take this long with no way to track the actual request. Surely there is an internal ticket that’s been raised that’s been assigned to a team?

Oddly my Internet has been working great for 6 months or so, before they decided to do this outside work so super frustrating!

[Steven_L]

Hey Raulty,

Welcome 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’ve been experiencing with your connection over the last 2 weeks, I have looked into this and can see that you have spoken to the team and been able to arrange another engineer visit to resolve the issues. Please can you let us know how that goes.

Kind Regards,

Steven_L

[Raulty]

Thought I'd leave an update, this was fixed at the last engineer visit (4th engineer to visit). However I don't think he actually fixed it himself and there were several factors... For those reading in the future I believe the steps I needed to fix it were:

1. After ringing support about 10 times (you have to ring twice to actually get through), on the final time I was put through to second line support that deal with the Hub 5x. Here be adamant, support are useless and just read a script and book an engineer to visit.
2. This team was able to assign the correct port - asked me to reset the modem however I still had the orange light.
3. Engineer was dispatched and he tried everything, but nothing worked. His boss told him to replace the router, even though VM don't recommend this - low and behold everything started working.

So it seems the factory reset after activation wasn't enough in my case and a new router was needed after port assignment.

Complete farse from start to end and I would have left if I had any other choice of fibre (I work from home full time)

[Martin_N]

Hi Raulty, 

Thank you for your update. We are sorry for the time taken to get this resolved. 

We are glad to hear this is all sorted for you now. 

^Martin