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Dzhorsfield
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Message 1 of 11
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Internet not working

Superhub 2ac dosent seem to be working all lights are on but no internet connection

power symbol is on, the green arrow is flickering, the tick above that is flickering on and off and above that the lights are on

any advice please anyone?

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legacy1
Alessandro Volta
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Message 2 of 11
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Helpful Answer

Re: Internet not working

Looks like the Docsis link is down have you checked your service status?
https://my.virginmedia.com/faults/service-status

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Dzhorsfield
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Re: Internet not working

Hi, 

 

yeah the first 2 times it said everything was fine and then the last time iv just tried it, it said it thinks my equipment is switched off.

 

now its run the maximum of 3 diagnostics a day.

 

its a bit of a struggle as its my parents account, they are elderly and not tech savvy, wouldnt be able to troubleshoot by themselves

 

i have limited time to come and try fix the issue, and the customer service line is not 24 hours a day.

 

is it anything we think can be solved from this end?

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SamanthaBolton
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Re: Internet not working

Are you in Area Reference 14?

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Dzhorsfield
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Re: Internet not working

Yeah it actually is area 14

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SamanthaBolton
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Message 6 of 11
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Re: Internet not working

I am having the exact same issue, yet suprisingly Virgin says there is not faults in our area.
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Dzhorsfield
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Message 7 of 11
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Re: Internet not working

Ahh no your kidding 😞

 

Hopefully they will recognise there is an issue

 

 

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Forum Team (Retired) Joe_F
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Message 8 of 11
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Re: Internet not working

Hi Dzhorsfield

 

How are things looking at the moment, have they improved at all? Let me know if not I can look into this for you.

 

 

Thanks Joe_F

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Dzhorsfield
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Re: Internet not working

Hi joe,

 

still no improvements, any help you can offer would be appreciated

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Forum Team (Retired) Joe_F
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Re: Internet not working

OK, I am going to send you a private message, if you can reply we can get this looked into for you.

 

Thanks Joe_F

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