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Power Cut last night. ( BD20 area 14 )

Keltosh
Dialled in

Good Morning,

We had a power cut last night & relevant text from Power Grid, power back on & although Virgin Hub is on we have no internet. Tried resetting the hub & it is showing the white “on” light but no internet.

Regards.

 

8 REPLIES 8

jbrennand
Very Insightful Person
Very Insightful Person

Check for any “known network faults - Try in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

What is the 0800 number reporting?


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thanks very much for your valued advise jbrennand, Area status webpage & service status number are both reporting that we have no issues. The Virgin Media customers on our Avenue are all affected. I’ve been in touch with customer support and a visit booked for Monday morning. Once again many thanks for your suggestions.

 

jbrennand
Very Insightful Person
Very Insightful Person

OK - sounds like it is a very local issue perhaps to a single street cab or one user has a bad connection affecting others - hence not being reported more widely.

This can happen for seemingly trivial (albeit hard to detect) actions such as customers adding longer cables to reposition their Hubs - that they bought on Amazon... "but it was "guaranteed to work" 😂


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Kain_W
Forum Team (Retired)
Forum Team (Retired)

Hi there Keltosh,

Thanks for your post and welcome back to the community.

Sincere apologies for the service issues faced, just from checking our system I can see you had an appointment booked that's been cancelled.

Are you still receiving no service?

Regards,

Kain

Hi Kain, Thanks for your concern, our service resumed last night, now all good & back to normal so I cancelled the service visit this morning.

Regards

Kain_W
Forum Team (Retired)
Forum Team (Retired)

Lovely stuff, thanks for the update!

I'm glad the service has returned for you, if you do run into any issues or have any further queries, then don't hesitate to get back in touch.

Take care,

Kain

nodrogd
Very Insightful Person
Very Insightful Person

A lot of Virgin services rely on a chain of cabinet amplifiers working. If the power was still off upstream of you in another road or estate then this would account for the delay in your services returning.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Thank you nodrogd, I’m extremely grateful for all the feedback that I have received it’s more info for  if & when I encounter issues in the future.

Regards