Damaged cable?

[paulcarroll]

Hello all,

Does anyone know if that damaged thin cable is the power cable for the external brown box? 

No Internet this morning, helpline say no problems, so they've called an engineer for tomorrow.

We've recently had an engineer to move the Hub internally and he tidied the cables outside as we had old phone cables that were no longer needed. So I'm wondering if this damaged cable is an old / obsolete cable or, as seems likely due to no internet, it's needed and been damaged overnight.

Guess I'll find out tomorrow either way but I thought it'd be useful to post and ask. 

If it has been damaged intentionally, what can be done to stop it happening again? Some kind of trunking on the external wires I guess, but bit of a pain!

Thanks in advance, Paul.

[-tony-]

thats a phone cable so of no interest for BB - check the one on the left with the yellow band is screwed in tight - it looks as though it may not be

[paulcarroll]

Thanks Tony, that makes sense as they tidied up /removed the phone cables.

I've checked the yellow sticker cable and it appears to be connected and screwed fairly tight. I can't tighten it any more with my fingers and I'm reluctant to get a spanner on it! 

I wonder what else could be the problem? 

[-tony- · Accepted solution]

finger tight is usually good enough - you could try the old [microsoft] fix - turn it off and on again - but in this case do a full reset - it will revert to default so any changed settings/passwords will have to be changed back

as a question what hub have you got and what are the lights doing/showing

[paulcarroll]

Thanks again Tony, very helpful and much appreciated. 

We've rebooted it a couple of times, just power off and back on again. It boots up ok from the looks of it and after a while of green wifi and signal arrows illuminated we get back to the static white/yellow light at the bottom, which is the usual state when it's working. 

We have a hub 3.

I haven't changed any settings / passwords so maybe a hard reset it worth a go? How do I do that? 

[-tony-]

pinhole at the back - paper clip or the like - hold it in for 30 sec then release and wait for it to sort itself out

[Akua_A]

Hi @paulcarroll,

Welcome to our community forums and thank you for your first posts.

Thank you for flagging this issue with your loose wiring. We can understand your concern as well as the inconvenience caused to your service. How has service been since the reboot and the appointment? Do you need any further help?

Thanks,

[paulcarroll]

Thank you Akua_A,

An engineer called yesterday and the problem seemed to be a faulty hub, so he switched me out to a new Hub 3 and got me back online. He also checked the brown box outside as a regular maintenance check and didn't report any problems. So I don't think it was a loose wire problem in the end. 

Wifi is working. But since changing the hub I can't connect to My Network on the Virgin Connect App. The engineer said it would reset at midnight and work the following day, but it's still not working today. The app says 'try installing again' with an animated video showing how to connect up the hub, but I'm reluctant to start messing about with the hub having just got it working. I do want to get the app working though so I can continue checking wifi speeds.

Any advice?

Thanks, in advance. Paul. 

[Carley_S]

Hi @paulcarroll

Glad to hear the engineer was able to get your services back up and running for you. 

With your connect app, it may still have information that your older router is what is active on the account, rather than you new one recently installed. The account should update within a few days of your new router activating. If you are still experiencing issues connect through the connect app, please try clear the apps cache and cookies to see if this helps. 

Keep us updated with how you get on, we'll be here to support further if needed.