Loss of services

[SixString]

After experiencing random periods of a month or more of pixilation on our TV service (Tivo), dropped landline calls and breaks in broadband 10 days ago we completely lost all services. An engineer visited and was able to quickly ascertain that there was a fault with the cable feeding our property. In order to rectify this he informed us that permission to dig into the road/pavement had to be obtained from the local authority. Last Saturday two guys turned up and started working on the cable outside of our property. However, after a while they left and told us that they could not complete the work after digging up some of the pavement outside our property. We are currently receiving daily texts from Virgin informing us that a cable pull through has been scheduled for the next day, then the next ..... but nothing happens. We are currently able to use mobile data via tethering to work from home, however my wife's mobile package has only a few Gbs of data and will soon be used up. Bolt on data packages are expensive! I am therefore wondering if in view of this situation, for my wife to continue working from home (for the NHS) could o2 give complimentary data on her phone until this break in service is sorted. Thanks.

[carl_pearce]

Have you registered the outage to get auto compensation?

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

Should be more than enough to cover any data costs.

[Matthew_ML]

Hey SixString, thank you for reaching out and I am sorry to hear this.

I can see you've spoke to the team since this post did they manage to help at all?

[SixString]

We had a new cable to our property this morning, at last!. All services appear to be working properly. However the Hub is showing a red bar at the base when it's normally white when running. Tried a couple of reboots and it remains red. Is this an issue we need to be concerned about?

[Sephiroth]

If it's a Hub 3, then the hub is faulty and needs replacing - especially if it's warm/hot.  If not, then either nothing's working (!) or the hub is also faulty.  

[Molly_T]

Hi SixString 👋 thanks for returning to the thread to keep us updated!

Glad to hear that the cable replacement helped resolve the issues with your service. 

We'd recommend doing a full re-set on the hub (by inserting into the hole marked 'reset' on the back of the hub for 60 seconds) to see if this clears the red light. 

If not, we may need to arrange a replacement or further engineers appointment to offer further support. 

If you can please try the pinhole reset and let us know the results, I will also send you a PM to offer further help if it is needed. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[SixString]

HI Molly,

A full reset has not fixed the issue with the red light. Please see my private message,

All the best!