Repeated loss of service red light hub

[UnhappyLoss]

For over a year I've had repeated loss of  broadband service for weeks at a time, initially told this was an area issue.

Was told this was going to be fixed in two weeks but I had an ongoing issue for 6 weeks, getting any support around registering the loss was almost impossible.

Eventually told that I would get a new Hub 3.0 as all the lights on mine were always off apart from a red light. Waited another 4 weeks, no new Hub. Called and was told that there wass a new fault in my area and that the new Hub was cancelled for this reason (with no notification). That seemed insane as a take so I requested a SAR over the phone for the recording to share with Ofcom, this was simply never provided.

At this point if I can never have the internet, the call centre repeatedly tells me there is a fault in the equipment but they won't do anything; is there any point of staying or shpuld I simply call retentions & bite the bullet on leaving the contract early and use the Ofcom compliant to claw back the fees?

[jbrennand]

Check for known issues first. 

Look 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 and fix estimates, down to street cab/ postcode level.

Come back here if nothing is being reported there and we can look deeper.

Red light Hub3 will always be replaced (just wait here) as its a safety issue - but its due to a fading LED and has nothing to do with any connection issues

[UnhappyLoss]

Thanks for the reply @jbrennand

1) The thought had crossed my mind in the past year. I've ran it lay times to only got a local issue and not area outages when I have issues. They have ran test to my home equipment for each call and found issues on my services outside of area faults. The service checker in the app consistently reports the same issue.

2)  Unfortunately this doesn't resolve my issue & I'm perfectly aware of it.

My Hub 3.0 got the red light in September 2023. I was told in November 2023 after prompting VM that they'd cancelled any replacement outright due to a 2 day issue. I might have done enough waiting?

I guess if there's no issue with the Hub other than an LED, what else could be causing the repeated bouts of total loss?

[jbrennand]

A VM person will respond here soon re the Hub swap

In the meantime  - here's the deal on "Areas" and why the local 0800 number is always better.

Areas are not Geographic” they are "legacy billing" areas from the companies that merged into VM.  As such they usually only covers faults affecting 1000’s of customers across the country. I am area 20 in Manchester, but Area 20 also covers customers in London, Bristol and other places - so can see why faults may be reported on there and have no effect at all on you.  If it does it will replicate on 0800.

So 0800 may give you more info, on local issues - but even that wont cover problems affecting just a few customers - a single street cabinet for example or just you.

Lets start by looking at the state of your connection to see if we can spot any issues - do this...

In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[John_GS]

Hi @UnhappyLoss 

Thanks for posting and welcome to the community.

I'll send you a PM now to book in an engineer visit for the Red Light.