TV, Broadband Down

[FineAndDandy]

Came home on Saturday to find TV down. This was noticed as a frozen picture tried changing channels to no avail. So go to Settings-->Connect to the Virgin Media Services now--> Connecting-->Preparing (Finished)->>Connecting (Failed whilst negotiating)...Go back to Connection Problem. There is a problem with the connection (C217).

Checking hub constant green light flashing. Go through the usual checks power off-->>remove power lead-->remove coaxial cable-->wait or waited for 10mins redo still the same. I Have down the same for TV Box nothing. Call (phonr still working) to virginmedia gets asked to repeat all the above to no avail..Engineer appointment made for today the 7th May late afternoon call. Odd thing is this when I do a service status for my post code it says Broadband ✔️TV ❌️ Telephone✔️ so why no TV, Broadband but only phone is home when status is only reporting TV down? Only posting for any insight from the knowledgeable here.

On checking again as I post I am getting a loading screen stuck at 16% with Error code (s101). TIA for any help.

[jbrennand]

What is being reported on 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.

What TV box model is it?   Have you tried connecting the box by ethernet cable - to test whether it may just be a wifi related issue

[nodrogd · Accepted solution]

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@FineAndDandy wrote:

Checking hub constant green light flashing. Go through the usual checks power off-->>remove power lead-->remove coaxial cable-->wait or waited for 10mins redo still the same. I Have down the same for TV Box nothing. Call (phonr still working) to virginmedia gets asked to repeat all the above to no avail..Engineer appointment made for today the 7th May late afternoon call. Odd thing is this when I do a service status for my post code it says Broadband ✔️TV ❌️ Telephone✔️ so why no TV, Broadband but only phone is home when status is only reporting TV down? Only posting for any insight from the knowledgeable here.

On checking again as I post I am getting a loading screen stuck at 16% with Error code (s101). TIA for any help.

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Flashing Green light on the hub means no incoming signal from VMs network. If you have followed the advice to check service status & there are no Broadband & TV outages then the issue is between the street cabinet & your equipment. VM do not monitor individual connections beyond cabinet level, so you will need to report the fault & a technician can be sent to investigate.

[FineAndDandy]

Hi John, I have just called and it says no issues with TV, Broadband. Tried using the online and as before it is still say No issues with Broadband and Phone but TV still down and the issue will not be resolved till the 13th of May. See screenshot(s) from mobile. Strange why when you call it says no issues but online it is showing. Again thanks for replying. Cal

 

 

[FineAndDandy]

Thanks for taking the time to reply. As mentioned engineer is due today so will need to wait for what may be wrong. I have also asked for status updates on this issue by email and the latest reports they are on it but it may not be resolved till the 13th of May!. I have also just repeated powering of Hub, removing power lead and coaxial and it still the same. Also repeated with box and still the same... I will now wait for engineer to arrive and get back with his/her findings. Thanks Cal

[FineAndDandy]

Quick update to all who kindly answered. Engineer arrived and diagnosed the issue it was down to a break in the cable coming from the street to the house. This was inadvertently caused when I was getting garden membrane laid over grass and one of the metal spikes hit the cable. This will be replaced tomorrow morning. Again thanks to all and the community for help given to all who post.

Cal