Area 31 I had a problem with broadband down for a week and fixed last Monday.... problem returned on Friday same symptoms. The bottom light on the Hub 3 is constant green, the arrows are flashing green and the wifi arcs are constant green. Every 10 mins or so the arrows go out and the bottom light flashes green for around 30 secs then back as before. TV and telephone work OK. Neighbours all have good service and "no known faults" for broadband on service status.
The engineer said the hub was fine and went to the green box on the street. After a couple of minutes he was back and got the hub back working. His explanation was that the Hub "locks out" if goes outside a certain range....I wish I had listened more closely!
I have been talking to the faults team who will not send out an engineer. As there is upgrade work in the area that may cause occasional outages they say that if they book a visit it will be automatically cancelled because there are intermittent outages possible. I have received several texts saying network problems solved but my hub acts the same after restart. I know darn well that an engineer would fix it and its clearly an issue with just my wiring....but it's impossible to get them to agree to send someone out.
A new neighbour was having broadband installed this morning and the Virgin guys said there was no problem with service. When I told them about my problem he said "I should complain mate"
Has anyone a clue what the problem is? Just how do you get them to send someone out?
log into hub - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labeled - upstream - downstream
-------------------- 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.
Fault reported with all the info above given,but predictably they again said because there was a possibility of intermittent outages due to upgrade work in our postcode any appointment they made for an engineer's visit would be automatically cancelled after a few minutes.
It is ridiculous that there is not a system in place to arrange visits where it is clear there is an ongoing fault that is not connected to upgrade work.
I have escalated this to a complaint and am awaiting a call.