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Requesting CM IP Address

Martin_L
Joining in

Hi, 

I've not had an Internet connection since Virgin did maintenance early hours of this morning in my area. 

All I'm seeing on the Web page for the hub is Requesting CM IP Address and it's not progressing from there.

Tried everything from checking all the cables, to a reboot of the router and just getting the same thing. 

Any help would be appreciated, thanks. 

 

6 REPLIES 6

legacy1
Alessandro Volta

looks like they disconnected your line

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Tudor
Very Insightful Person
Very Insightful Person

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2


@legacy1 wrote:

looks like they disconnected your line


No, it doesn't. If the service had been disconnected the modem would be showing as network access being denied. This is a fault.

I had my previous hub still lying around so I plugged that in to see if it would connect. 

Obviously I knew network access would be denied because you can only have 1 hub active, but it did managed to establish an upstream and downstream connection, so there is a fibre connection to my house. MY Hub5 just cannot get an IP address for some reason. 

Virgin did local maintenance in my area yesterday and I've had no Internet since, that can't be a coincidence. 

Support are sending a technician because they think something might be wrong with the hub, but it was working perfectly fine until the maintenance. 

legacy1
Alessandro Volta

so they removed the MAC of the hub 5 to stop it getting a 10. IP ?

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Hey Martin_L,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment. 

Has anything changed since you last posted on Saturday? Has the visit you mentioned happened yet?

Kind Regards,

Steven_L