Lost all internet connectivity last night...

[Chippy_boy]

I've tried rebooting everything (including power cycling the outside box) but no joy.

Hub 4 appears working (modem mode) and I can access the GUI just fine. It says:

Cable Modem Status	Offline	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM

So it looks to me like a problem upstream somewhere. I have an engineer booked but first slot is Thursday, which is a hell of a long time to be offline... Especially with no phone line either.

Is there anything else I can try?

Thanks

[jbrennand · Accepted solution]

Are you neighbours similarly affected ?

Can you check first for any “known network faults - try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 (from mobile?) - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

If there is a known issue - all Tech visits get auto-cancelled until it is sorted

[Chippy_boy]

Thanks for your helpful comments.

It was all a bit strange - checking the service status both over the phone and online, neither reported any faults. But then I phoned customer services shortly after posting on here and there was a recorded message saying (in effect) "if you are calling about the fault in your area, we know about it and are working on getting it fixed by 4pm today".

I am happy to report it is now fixed and I am back online as before. Everything seems to be working fine.

So credit where credit is due - less than 24 hours to fix, I think is not bad, especially on a Sunday. So well done VM and thank-you. I have to say, I've been a customer since January and this is the first outage I have had. It's been a rock solid 1 Gigabit connection without a hitch for virtually a year, so I am very happy with the service. I feel it's appropriate to mention this because it seems to me VM come in for a lot of stick, whereas my experiences have been excellent.

[Chippy_boy]

Oh dear, spoke too soon.

Watching Netflix just now and lost all internet connectivity again. At more or less the same time as it happened yesterday I think. I wonder what they are up to that's causing this. I'll have to call VM in the morning again I guess 😞

This time a red light on the Hub 4 (it was dimmed white previously). And instead of "locked", it now says "no rf signal", so it seems like that connection has gone completely.

[Megan_L]

Hi Chippy_boy,

Thanks for using the forums to get this issue with your broadband looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you. 

Can I ask how things are now it's been a few days since you last posted?

If things are no better I would be more than happy to take a look at your services on my side for you. 

Thanks,

Megan_L