No broadband and now no TV!

[Chazwade]

Hi all, posting here as a last resort before we spend Christmas with no TV or WiFi!

We experienced a complete loss of service on Thursday and virgin kept saying it would be fixed within a few hours but the fault eventually got fixed a couple of hours ago. (Saturday 9pm)

At this time the Virgin 360 box began to work again and TV worked fine. The broadband never came back on though, I reset the hub, reseated all the wires and it kept flashing the two green arrows with a solid green light on the base of the hub. Whilst investigating this, after about an hour the TV signal started being dropped for about half a second every minute or so, then suddenly it completely stopped working. Error code CS2004.

An engineer is booked in for Wednesday, but before we have to go all of christmas with no TV or WiFi, does anyone have any advice? There was an attenuator fixed to the Hub, I tried with and without the attenuator in case the signal had been made weaker by whatever work had been done upstream. The TV suddenly failing too is the part that is really confusing me, as I could understand if it was just the signal strength  being wrong for the broadband!

Any advice greatly appreciated!

 

 

 

[Chazwade]

Update to add: the service status checker is now showing faults in the area again for TV and broadband. Hopefully this doesn't reset our timing for compensation for total loss of service as we've had loss of broadband since Thursday!

[Chazwade]

Starting to think no upstream connection showing is significant, could this be an issue with activation of the hub? We upgraded package last month and the hub was in modem mode at the time it went down on Thursday. Could it be a MAC address issue?

[ozsat]

The hub being off would not cause issues with the regular tv channels too - if both are off it is either a cable fault or a network fault.

The compensation timer starts from the moment you report you have the fault until it is completely fix - not when the fault starts.

[Chazwade]

The TV was only down for 10 minutes then came back, the internet has never come back and the hub 3.0 says access denied as shown above.

I just tried to ring and check the MAC address of my router is the same they're sending the signal to, but the customer service person was very dismissive and insisted everything was fine, I'm not sure they understood what I was checking.

[Joseph_B]

Hey @Chazwade,

Sorry to hear you have been having this issue with your broadband, can you confirm if anything shows on our service status page at all?

Joe

[Chazwade]

It doesn't, I has an engineer booked for tomorrow and checked yesterday on the app to see the appointment time, just to see the appointment had vanished.

Live chat told me there had been an outage that day in the area so they'd cancelled all technician visits after fixing that one. When my issue has been ongoing for a week!

My partner took the day off work for it, when I asked him to rebook the initial appointment as nothing had been fixed, the said the next available appointment was Friday. An absolutely ridiculous policy to cancel appointments without asking customers first if they've had the issue fixed.

After thos issue is resolved, I'll be looking to leave virgin at the earliest opportunity, absolutely no customer care! I've gone from 10/10 would recommend to everyone I know, and now I'd advise everyone I know to shop elsewhere for broadband!

[Carley_S]

Really sorry to hear you feel this way @Chazwade 

I can see on the system at our side that you have since spoken with the team and service issues look resolved. 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).