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No service - what can I do?

So on Sunday my broadband service dipped out. I checked the service status and it said "There is an issue - we're working on it..."

At some point later that day, it came back [according to the service status] but wasn't working, i.e. nothing on my LAN could get internet access although the hub was accessible.

Today, I am still getting the same - the service status says there is an issue and I have no internet.

I've just logged on to my account and it appears that the broadband package has been removed from my account.

Considering I can't call anyone because of Covid-19, what am I to do?

Can someone from VM reply and advise, please?

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Re: No service - what can I do?

Nothing except wait till its fixed.
You might get more info on that here if a VM tech picks this up or you call it in.
Or, try a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level

--------------------
John
--------------------

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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Alessandro Volta
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Message 3 of 8
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Re: No service - what can I do?

What’s the issue that’s listed?


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Re: No service - what can I do?

There's no issue listed - it seems to be an issue related to my account.

The reasons I think this is that when I use DHCP from the hub, my laptop gets a bizarre IP: 

Autoconfiguration IPv4 Address. . : 169.254.11.8
Subnet Mask . . . . . . . . . . . : 255.255.0.0

and my account is showing that I don't have any broadband provisioned for my package:

Broken Broadband.png

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Alessandro Volta
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Message 5 of 8
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Re: No service - what can I do?

What are the lights on the hub doing?


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Message 6 of 8
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Re: No service - what can I do?

Nothing - there's a power light and nothing else
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Alessandro Volta
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Message 7 of 8
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Re: No service - what can I do?

Try doing a 60 second pinhole reset on the hub


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Message 8 of 8
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Re: No service - what can I do?

Looks like my router switched to modem mode which is why the IP address is not in the 192.168.0.0/24 range from DHCP

As for the missing broadband on my package... I'm none the wiser

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