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No broadband...

Wondering if anyone can help. No WiFi since yesterday. I have a hub three and light showing change intermittently as follows:

1) solid green WiFi symbol (the “radar” symbol) + flashing green internet symbol (two arrows) + solid green power symbol.

then......

2) solid green WiFi symbol + flashing green power signal.

ive had every lead disconnected and connected again, & tried the pinhole reset, neither of these have changed the symbols. Just been cut off by virgin media after 1 hr 5 min on hold......... any help would be greatly appreciated.

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Alessandro Volta
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Re: No broadband...

What does the service status page say?


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Re: No broadband...

Service status says Broadband all ok in my area.  Known problem with TV services.

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Very Insightful Person
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Re: No broadband...

If you haven't, as well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Area Status web page which usually covers >1000’s of customers) - that may give you more info, but even that wont cover problems affecting just a few customers.

If nothing shows on there, try calling it in as a fault again (on 150 VM line - or 0345 454 1111 others) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number – n.b.- the UK call centre is still picking up and calling at 08.00 gives the best chance of getting through quickly, although I got through recently in 20' at ~1pm midweek - you just need to call at a less busy time and be patient. If you get the automated "reboot" procedure and a goodbye - try again 10 minutes later on the same phone as the system ought to recognise that you have been through that procedure and put you through.

Or, a VM person should pick this thread up as soon as they see it and be able to help but it will be a few days.

--------------------
John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Forum Team
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Re: No broadband...

Hi Dannyocallaghan, 

Thanks for your post and welcome to our community. 

 

I'm really sorry for the issues you've been having and for the delay in getting back in touch, we have been busier than usual. 

I've had a look at the back end of things from here and can see that this has since been sorted for you. 

If you do have any further issues or concerns though do let us know. 

 

Emma_C - Forum Team
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