Menu
Reply
bob8
  • 101
  • 9
  • 19
Up to speed
366 Views
Message 1 of 6
Flag for a moderator

BR5 internet problems?

Anyone else experiencing problems with VM cable broadband since 5.20pm today in or around postcode BR5 Orpington?

We did log into VM website and it did report a problem, but then later reported no problem.

We have VM hub 3 in modem mode.

We can ping websites, but other protocols don't seem to work. eg. web browser, Whatsapp.

When we reboot the VM hub 3, it takes an eternity for the base light to change from solid green to solid purple, to suggest there is an external fault.

We swapped out the router and rebooted the VM Hub, with same results.

Normal service did resume at 7.30pm but I think it stopped working (only ping works) some time later.

 

 

 

0 Kudos
Reply
jbrennand
  • 33.54K
  • 3.29K
  • 6.37K
Very Insightful Person
Very Insightful Person
360 Views
Message 2 of 6
Flag for a moderator

Re: BR5 internet problems?

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also 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 down to postcode level.

--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
bob8
  • 101
  • 9
  • 19
Up to speed
353 Views
Message 3 of 6
Flag for a moderator

Re: BR5 internet problems?

Check status web page reports no problem for our postcode, and I presume the Service status number only works if you have a Virgin landline?

 

0 Kudos
Reply
jbrennand
  • 33.54K
  • 3.29K
  • 6.37K
Very Insightful Person
Very Insightful Person
345 Views
Message 4 of 6
Flag for a moderator

Re: BR5 internet problems?

Not sure about that - I have a VM line. Just try it - the 0800 number is freephone - I assume there would be some mechanism for inputting your account number, postcode etc....


--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
bob8
  • 101
  • 9
  • 19
Up to speed
290 Views
Message 5 of 6
Flag for a moderator

Re: BR5 internet problems?

No internet all evening.  Can ping websites etc, but can't access them.  Tried rebooting VM hub 3, took far more than 2 minutes for base light to turn purple and made no difference.  

Just woke up and quickly checked internet access moments ago at 4am and it is working.

Looks like VM engineers flipped a switch at midnight to fix the packet loss on the network.

0ploss.jpg

(modem was rebooted at 5.30pm but could not get a purple light on modem until 7.30pm. Logged into modem at 192.168.100.1 to check modem stats. No obvious issues.)

Checking previous days, packet loss first appeared as far as back as the 17th November.

 

0 Kudos
Reply
Paul_DN
  • 9.8K
  • 505
  • 986
Forum Team
Forum Team
242 Views
Message 6 of 6
Flag for a moderator

Re: BR5 internet problems?

Hey Bob,

Thank you for reaching out to us in our community and welcome, can I ask are you in Ireland or the UK, the reason I ask is AI am not aware of a purple light on any of our Routers?

Regards

Paul. 

0 Kudos
Reply