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Fiber Down, can anyone help?

sambartle
On our wavelength

Since about 11am yesterday my FTTP connection has been down. The modem (5x) is flashing a blue light for 20 hours now. 

The modem gui connection test reports it's down. ( However in the list of items it also lists that it's not down.. despite clearly actually being down)

I called the phone support, which ran an automated test and told me everything was fine and hung up on me. 

I called back and the system put me through to an agent who ran a test and confirmed a fault (after getting me to factory reset the router.)

They raised a ticket with "IT Support" and a couple hours later called back to say IT had said "The problem in my area will fix at 10pm on 1st June" which sounds unlikely to me. If there's a definite fix why would you set that for 10pm on a Saturday. 

The VM app says there's no reported issues in my area, but running the test says there is an issue in my area (confusing)

Is there anyone here who can actually see what the issue is and what's being done about it please?

4 REPLIES 4

goslow
Alessandro Volta

Try the automated service status number 0800 561 0061 to check for any faults in your area. It may highlight more localised issues.

Any dates/times VM gives out are nothing more than estimates and they may change.

It can take up to several days for a VM forum team person to reply on here.

dansmith9
Just joined

I am assuming you are in the Sheffield area as well? I'm in the same boat. Getting any information out of Virgin appears to be like getting blood out of a stone

jbrennand
Very Insightful Person
Very Insightful Person

What is being reported on the 0800 number (above)?


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Daniel_Et
Forum Team
Forum Team

Hi @sambartle, thank you for your post. 

We're sorry to hear about the issue you've been having and the poor experience you've had 😔

How have things been since you posted? If you're still no further forward, have you tried following the advice provided by @goslow

Advice on how to fix internet problems can be found here.

Please pop back to us at your earliest convenience.

Regards,
Daniel