No WiFi

[Father2Teens]

We have been without WiFi since 10am yesterday. Virgin TV showing "Network Availability (C133)". Switched WiFi & Virgin box off/on countless times. No change. Ran virgin test earlier & message said: "Unknown issue our tests couldn't find the cause of your problem." Virgin TV OK. Nothing available on demand. Status is green everything apparently OK. But not here. Please help.

[lotharmat]

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!

[Father2Teens]

Thank you for your reply.

We called 0800 561 0061 & there are no broadband issues in our area.

[lotharmat]

What lights are showing on the Hub?

[Father2Teens]

Yes all the lights are on & cables including RJ45s are all securely in place.

[lotharmat]

I'd call it in as a fault on 150
It'll ask you to reboot the hub (as you already have done - don't)
You will then be cut off
Wait a couple of minutes
Call 150 again - report a broadband fault - The system will recognise that you called before and transfer you to a person!

[Father2Teens]

OK we'll give that a try.

Thank you for your help.

[Father2Teens]

We contacted Virgin 150 yesterday & the person we spoke to went through everything and then told us that a Virgin engineer would come to our home on Saturday July 3 between 8am-12noon.

But last night Virgin contacted you & said the Virgin engineer appointment was cancelled because they had found a fault on the line & would resolve it their end.

But the Virgin Status page says everything is working fine.

Since yesterday we have run two tests on the line, both of which have returned the same message:

"There's an issue in your area and we're working on it".

The odd thing is, if this is a network issue, wouldn't it affect all our Virgin TV boxes? Our V6 box has no digital services & on demand is missing. But our second Virgin TV box can access on demand programmes without any issues!?!

In the meantime this is the third day we've been without Internet & digital services on our V6 box. Our daughter desperately needs to do her schoolwork at home but cannot. I'm disabled & depend on the Internet for many things, most of which cannot be done through my mobile.

This has paralysed us.

[Tudor]

If your second TV box is not a V6, that’s why it’s working. The broadband signal and TV signal although carried on the same cable are independent of each other, so one can be working and the other not. As you have discovered some V6 services require a broadband connection as well as a TV signal.

[Father2Teens]

That we didn't know - so thank you for that.