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Redster
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SO31 - Virgin Broadband down since Friday 21:15 for large number of households - being told "no problems"

Following widespread power brownouts on Friday at 21:15ish a significant number of households in the area have been without broadband service.

We are being told both online and on the phone that there is 'no problem in the local area'.

There clearly is, as many of us are without service.

Yes I have been through resetting the Hub, reconnecting power/coax, leaving off for a couple of hours, checking terminals outside the house.   But given the numbers of people involved, this is not a CPE issue.

Please escalate, a number of us have already cancelled our contracts as a result.

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jbrennand
Alessandro Volta
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Re: SO31 - Virgin Broadband down since Friday 21:15 for large number of households - being told "no

Since you had an unexpected power outage, have you tried a factory reset?

Do a pinhole reset to factory settings. With the Hub "on" push in the pin on the back/side/bottom of the Hub with the end of a paperclip until you feel it at the “stop point” and hold for a "timed" 60 seconds do NOT restart the Hub after that. Your passwords/passphrase for both the Hub settings and Wifi networks should revert to the two printed on the Hub sticker on its base/side/card.

When you ring in to report the loss of service - they should test your own personal network connection. What did they say when they did that? If they say it is all OK have you tested it yourself with a pc/laptop connected by ethernet cable directly to the Hub to see if it does connect ?

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Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Redster
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Re: SO31 - Virgin Broadband down since Friday 21:15 for large number of households - being told "no

Thanks but yes, as above I have reset the Hub, and yes, a factory reset which was successful as it switched from modem mode to router and reset SSID/Keys.

They agreed that my service was down, but that there were no problems in the area. Unhelpful as there's a growing thread on the local community page with disgruntled customers, all of which have been advised to report, many have cancelled contracts as the service hasn't been great here for a while.

The hub has not synced since Friday evening after the brownouts.

I'm a CCNA, work in networking - data centers, ISPs and wireless for over a decade. 

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jbrennand
Alessandro Volta
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Re: SO31 - Virgin Broadband down since Friday 21:15 for large number of households - being told "no

If they say they know there is a problem on your connection but there is no known local area issue then they should have scheduled a technicians visit to investigate - they only cancel or dont schedule these when there is a "known" problem being worked on. That might be the case now if a lot of people are calling in - if so get the fault reference number - remember you should now be eligible for compensation if you have had total loss  of BB service.
Did you request a visit or was it offered ?
Are all the affected neighbours served by the same street cabinet ?

And, first job when you can actually connect at some point, is to set up a free “BQM” to continually monitor the state of your connection and record any dropouts. It does it 24/7/365 and it keeps a visual record of all your network disconnections, useful data to have in discussions with VM.

https://www.thinkbroadband.com/broadband/monitoring/quality


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Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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