Nothing but issues with XGS-PON install since November 2023

[monkey_scout]

Back in November 2023, we had Virgin installed at our property. They had only recently came to the area via nextfibre / XGS-PON. As a result we have the Hub 5x on the M250 - internet only.

Throughout the time since install, we've had multiple issues with the service. In the early days, I didn't bother keeping track of the issues too much, but in the recent months I have. CS always send a technician, tech can't fix anything and raises a ticket in the background, something gets fixed and then weeks later, another issue and repeat.

Recent timelines include;

3rd June - Internet went off. 7th June tech visited. Raised a ticket with IT. Left. 8th June, resolved. Claimed it was an issue with the pole.

16th July - internet went off. Tech booked for 19th July. I happened to text the previous tech who said he'd raise a ticket himself, cancel the new tech.19th July, tech text to say they are reseating the network card that I'm connected to. 20th July - fixed and connection stable.

23rd July - lots of small outages from about 9pm, some minutes, some 30 mins.

30th July (last night) - internet went off. Restarts / pinhole reset none worked.

Today, tried the whatsapp support, said they can't help. App let me book a tech though who is coming on Friday.

Everytime a tech comes, they can never fix the problem and they always have to raise a ticket to the networks or IT teams. This coming appointment will be the 5th visit since install.

Has anyone else had on-going issues like this? I even asked support, can they raise the IT ticket to save the tech and get things up and running sooner - no is the answer. Retentions say we can't leave the contract even though I'd say VM are not providing the correct service.

Anyone got any thoughts on where to go from here?

[Steven_L]

Hey monkey_scout,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your connection since it has been installed. 

Has your engineer visit happened yet or are you still waiting for the engineer to arrive? Please let us know. 

Kind Regards,

Steven_L

[monkey_scout]

Yes, the engineer turned up on Saturday.

He said he had another visit straight after ours further up the street. I tracked down the other neighbour and they'd also had an outage since the Tuesday evening. The engineer said he had to run the checks, but it was most certainly sounding like an outside network fault with other properties also having an outage. He raised a network ticket and then later that night, back up and running.

I don't know the reason, but he said it was due to our PON account ending with the number 9. A few engineers have mentioned this unlucky number 9 seems to be causing problems and infact, looking back to the install, the tech had trouble getting the box to activate on the network then and had to raise a ticket at that time too!

I'm hoping that all the problems are now fixed for good, but that's what the previous techs have said on multiple occasions.

[monkey_scout]

Just to further add to this, since this morning (Wednesday morning) we've now started with intermittent issues again. Internet went off during the night sometime, back on at 7:30 when I reset the hub, 10:30am and its off again and a reboot isn't working this time.

Does anyone know any ways of monitoring the service to see specifically when its dropping?

[Cardiffman282]

See the link to monitoring your network below. Also check for local faults on 0800 561 0061. 

[monkey_scout]

The local faults line makes me laugh. Ring it, no faults. Speak to customer support, apparently there is a local fault that will be fixed in 24-48 hours. Checked with neighbour, no issues for them.

[monkey_scout]

[Cardiffman282]

That is pretty much as bad as it is possible to get. 

[monkey_scout]

Over 2 days since our issues started again, no answers from customer support. They keep claiming a local outage, but our neighbour is now back up and running.

I attempted to book a tech again for tomorrow, when I ring up the automated service reckons I do have one booked, the app on the other hand doesn’t so no idea if anyone is actually going to turn up.

Our recent complaint still remains unresolved with no resolution to that email on the horizon.

I sent a text message to the mobile number of a previous tech who had attended… no response to that.

Called up tonight, on the phone for 45 mins. Spoke to the first line, wouldn’t put me through to the ring fenced team but did say there is no local fault and they’ve opened a ticket with the FMS team but it could take 5 days for a resolution.

No one at Virgin seems to care anymore. As long as they get paid, they are happy. I think it’s time to sign up with another supplier and go through the ombudsmen reference this. We haven’t had a stable connection 25th May.

[Daniel_Et]

Hi @monkey_scout,

We're sorry to hear you feel this way and that you're thinking of leaving us 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel