Amber Light Home Hub 5X

[Goffer]

No internet since yesterday. Amber Light on hub 5x. Rang 03455451111 twice now. WiFi connects okay. I can logon to the router on 192.168.0.1 okay. Last call I was cut off. Not sure anything is being done. Any advice as the best approach.

Thanks

[goslow]

Try the automated service status number 0800 561 0061 to check for any faults in your area.

Can't recall seeing any screenshots for a Hub 5x on here. Do you have a configuration page anything like this?

https://community.virginmedia.com/t5/image/serverpage/image-id/197478i64F990A2B237DB75?v=v2

If you do, what does it say for network access?

[Goffer]

Can connect to network status. IP-VOIP  down. I dont use that. IP-DATA down.

Home page states internet online.

Light on front is Amber.

I now have an engineer visit booked for Tuesday between 4-7pm.

Thanks

[Goffer]

Service back on Saturday 13th July. Off for 7 days. Problem on my account due to Virgins mistakes.

At last

[Daniel_Et]

Hi @Goffer, thank you for your post.

We're glad to hear your service is back on, but we're sorry for the poor experience you've had.

If you have any further queries, please don't hesitate to contact us.

Regards,
Daniel

[Goffer]

Its now 31st of July. I had total lost of broadband from 5th July to 13th July. My new bill has arrived. No mention of any loss of service. Do I have to make a claim. I thought it was automatically done.

[Adduxi]

I have read here before, compensations starts from the day the user advises lost of service. Not too sure if that is fact however, as it puts the onus on the user to start the clock.  I would have expected loss of service compensation to be paid once the fault has been acknowledged.

[Cardiffman282]

I'm not clear what exactly is "automatic" about Virgin Media’s automatic compensation. Automatic to me means it just happens without any manual input. However with VM all the onus is on the customer - initial scheme awareness, manual application, manual chase up, querying of derisory fob off, manual reapplication - and nothing appears to be automatic. What have I missed? 

[Goffer]

I reported loss of service on the 5th July. Virgin sent an engineer out on more than one occasion. They replaced the router which did not work. I was told that when the fibre was fitted that some how the records did not get updated for the port on the pole that was supplying the signal. Thus it was released and I was cut off. I now needed a new port to be allocated. Avonline Networks came and did the work on the pole. Service was not restored till the 13th July. Surely Virgin know I have lost service. Do I need to relate this tale to them.

Maurice

[Goffer]

I have been on virgin media whatsapp for over 2 hours. They eventually offered £10.00 goodwill. When I did not accept it went up to £15. I pointed out there website states £9.76 per day. Have accepted £68.32..

Result