New install XGS-PON not working

[CrazyInWeston]

Hello, new here, I ordered Virgin FTTP on the 23rd of May, Virgin were very quick to to the external work, it happened 2 days later. Had the internal work done on the 1st of June.

The problem is I'm not yet connected to the internet, my engineer said its your fault as the line is perfect, the problem is at your end. But everytime i get my sister to phone (I am deaf, I cannot hear the telephone) they keep insisting that the internal work hasnt been done yet. I tried online chat help, they told me to phone the 0345 454 1111 number but they keep trying to get an engineer round as they think the internal work hasnt been done. Let me reiterate that ALL THE WORK has been done. My router CAN SEE the internet, its that under general configuration where it says "network access" It says NOT ALLOWED. The light on my 5x hub is yellow/orange

Please help me here, I am deaf and cannot use the telephone, being ran around in circles by the staff on the helpline just repeating a script and not actually helping, just want my line working please.

As I say, all installed I have a 5x hub on the GPON or XGS-PON. Not allowed access despite my router saying "connected"

Please help me!

[goslow]

Do a search on the forum for

PON ID

and you will find a lot of other topics describing the same thing with the Hub 5x. Your hub is connected to the network but not correctly identified/activated.

Topics on here frequently report that the people VM send out are totally clueless on this new implementation and what needs to be done to make it work.

I also keep reading on here the phrase that there is a 'ringfenced team' to deal with Hub 5x connections but am not sure how you access them.

One of the VM forum team will reply here within a few days. Hopefully they will refer you in the right direction.

[CrazyInWeston]

[quote]I also keep reading on here the phrase that there is a 'ringfenced team' to deal with Hub 5x connections but am not sure how you access them.[/quote]

Yes I have been told you ring 0345 454 1111 and ask for it but everytime my sister does this on my behalf, they seem to have no clue.

Seems I dont know how to quote another message on here

[goslow]

You use the quotes icon " from the toolbar (when composing a reply) to quote from a previous post.

While you wait for a reply from the VM forum team on here, start making some careful notes, along with evidence, of all VM's bungling and failures to fix the issue. You will be entitled to compensation

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

but, in regular topics on here, VM tries to dodge paying out. Keeping good records will help you get what is due.

[Matthew_ML]

Hey CrazyInWeston, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

If you are having some issues with your XGS, as mentioned we do have a ring fence team looking after this on 0345 454 1111.

They are open until 9PM tonight. 

[goslow]

OP reports at #3

Yes I have been told you ring 0345 454 1111 and ask for it but everytime my sister does this on my behalf, they seem to have no clue.

[Jonny-M]

This is a terrible look to respond to someone who has informed you that they are deaf and have already tried that team, to advise them to make a telephone call. VM staff urgently need some training on how to provide their support in an accessible way.

[newapollo]

---

@goslow wrote:

OP reports at #3

Yes I have been told you ring 0345 454 1111 and ask for it but everytime my sister does this on my behalf, they seem to have no clue.

---

A possible problem here is that the OP's internet isn't connected yet so the landline phoneline won't be either so they can't call from that

Calling from any other phone, including the OP's sisters therefore won't be automatically picked up and passed to the 'ring fenced' team as the phone numbers won't be associated with the account.

[newapollo]

I wonder if  Carly_S is talking about the ring fenced team < here > 

"Checking the systems at our side, we can see you're on the trial network and would need to speak to the dedicated team so that they can investigate this further for you as we aren't able to support this here yet on the community forums. 

You can contact the team on 0345 454 1111 (or 150 from a Virgin Media landline) and the care team will transfer you to the team to assist further. "

[goslow]

This is the theory, only it doesn't happen in reality as evidenced by the many "I-have-a-PON-ID-fault-and-my internet-connection-has-never-worked-since-the-day-it-was-installed-X-months-ago" topics.

If a 'ring-fenced team' does actually exist (and I doubt it), the customers are on the other side of the fence and the fence is electrified and with razor wire on the top!