No service/outage issue with 5X Hub

[horizon-in]

Hi,

I hope anyone can help. I had my virgin Broadband 1Gig with 5X hub installed on 24/04. It worked well for the first day but next day it says no service. The hun shows blue flashing light. I have called Virgin helpline so many times, they say there is an outage in my area with 5X hub. Although on my virgin app and the service check helpline says no issues in my area. It is now nearly 60 hours I am with no service with Virgin Broadband. I am still in 14 days cooling cancel off period, very disappointed. Anyone else has come across similar issues ? Any solutions ? The customer service have no idea, every time they promise it will be fixed by end of the day, but so far false promises 

[horizon-in]

Hi 

Anyone still having no broadband service in Sheffield. Ours is down since Thursday 10:00 am. Website says no outage but helpline says it is and no real time frame given to fix it. So frustrating 

[Client62]

VM online checkers tend to check for major faults in the area. Major meaning massive outage, Area for us spans 3 counties. So half of Colchester needs to have blank TV screens / internet outage before a fault appears in the online status checker.

The automated fault line 0800 561 0061 gets down to street level, this does appear the cover XGS-PON / Hub 5x connections so may be a way to get finer grained info.

[Carley_S]

Hi @horizon-in 

Welcome back to the community forums 

So sorry to hear that you're experiencing an outage at this time. You might find that the online checker does not locate the outage for our Hub 5 customers as this uses a different network and tools than usual. As such, these service concerns/queries are handled by the dedicated team and is not something we are able to assist with through the community. 

I have checked the systems at our side and can see that you have already spoken with the team since posting.