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No broadband service

38 hours ago the internet stopped working. Virgin acknowledged a problem in area. Later sent a text saying it was fixed but mine wasn’t working. Telephone message said problem was taking longer than they expected. 1.5 hour later ago I was told it would be back on 15 minutes from then. Still not on . Miraculously after the third tweet in two days virgin media gave me the suggestion to come here for help. I’m 2 days behind in work so hopefully I will get an answer here. 

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Message 2 of 26
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Helpful Answer

Re: No broadband service

HI Zimmro,

Sorry to see you are having connection issues.

Have you tried the  Service Status number  0800 561 0061?  This often gives details of more local issues down to postcode level.

The Check service option at the top of this page may also show if the fault is still open and an estimated timescale. You can also run tests from that link.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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Message 3 of 26
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Re: No broadband service

Yes I did.  And it directly conflicted with what a human advised me. Very helpful. Not. 

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Alessandro Volta
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Message 4 of 26
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Re: No broadband service

Have you tried rebooting the Hub ?

 

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 5 of 26
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Re: No broadband service

Yes thanks. I have been down the road with broadband outages with virgin several times this calendar year already. 

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Alessandro Volta
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Message 6 of 26
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Re: No broadband service

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click Post again.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 7 of 26
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Re: No broadband service

Don’t quite understand as it’s not working so the options you suggest arent there. Image attached is all I get. 

F396C10F-7DB7-4D92-852D-E8364BBF06CC.png

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Message 8 of 26
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Re: No broadband service

You don't need internet access to get to the Hub status page.

Just follow the instructions above.

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Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 9 of 26
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Re: No broadband service

I have. It gives me a mesage saying “connection problem”and a big red circle saying click me 

hence me saying that it didn’t give me the options you suggested. For some reason the image I am trying to upload here is showing blank 

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Alessandro Volta
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Message 10 of 26
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Re: No broadband service

It sounds like you are typing the 192.168.0.1 into a search engine search bar and not into the URL bar.

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Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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