Sudden Loss Of Connection - Red Flashing Light

[mcmarty]

I was online last night and around 11pm the TV stream box and internet stopped working. I tried rebooting the router with no luck and also did a service check on downdetector - no issues were being reported in Chester.

When I physically checked the router the red light was flashing slowly. I tried the factory reset button, a number of restarts and left the router off overnight. This morning there is still no connection so am currently tethering to a mobile phone !

I have read this may be down to loss of connection outside my house but a neighbours virgin service (on the same pole) is OK. The router is not overheating which was another thought on the red light that I have excluded. I have been with virgin as a first time fibre customer for a few weeks successfully up till now.

When I phoned virgin I was not filled with confidence as they simply told me they couldn't connect to my router (I kind of knew that) and so could not do any further diagnostics. I provided some information from the router admin console such as 'Network access : Not allowed', 'IP_VOIP = Down', 'IP_DATA = Down', 'PON modem status = offline', 'system.syscfg commit store', 'Baseline Privacy= disabled', 'PON Mode = GPON' etc. They have booked an engineer for me tomorrow but it all seems a little bit random hence hoping to drill into things a bit more ...

Any ideas or further things I can try or check ?

Thanks

Martin

[jbrennand]

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.

[mcmarty]

Thanks John, good number to have. No issues in my area according to the status number. Hopefully the engineer will be able to identify the issue and restore service as phone tethering is OK for a couple of devices but not the whole household full of devices !

[mcmarty]

Service was restored this morning without an engineer visit - apparently this was cancelled automatically with NO notification text or email. I found out by accident that the service was restored as I was tethering my work PC to my work phone as per yesterday whilst waiting for the engineer to arrive; I happened to check the router light which was now white and not flashing red ! Alexa confirmed she was now happy and so I switched my work PC back to the VM router.

Customer service could not give me a root cause nor explanation as to why I had not been emailed or texted about the service restoration and engineer cancellation - pretty poor communication but at least my service is up and running and I'm none the wiser.

Martin

[Kath_P]

Hi Martin, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you were having an issue with your services recently. Whenever an engineer is cancelled, this usually means a fault in the area is picked up. A text is usually sent so apologies this was not done. 

We're happy to hear that the service has been restored though. Please keep us posted on if you have any further issues. 

Thanks,