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!

[Zach_R]

Hi @CrazyInWeston,

Thank you for your updates here. I'm glad to hear that the engineer that's visited last has been able to address and resolve the issues with connecting to the router so that you now have services.

In regards to the functionality of the router itself, has the advice that's been offered by @goslow helped at all?

Thanks,
 

[CrazyInWeston]

My main concern right now is that the 5x hub has UPaP enabled but it doesnt work.

Ive even tried via ethernet and my Xbox Series X still says UPaP unsuccessful.

And yes Ive even done the instructions on the Xbox website.

[John_GS]

Hi @CrazyInWeston 

Thanks for coming back to us. 

Are you able to turn it off in the settings and then see if the console works?