Menu
Reply
Highlighted
  • 4
  • 1
  • 0
Tuning in
343 Views
Message 1 of 10
Flag for a moderator

Still no internet?

I have set up my new quick start kit, followed the instructions and activated my account.

A few hours pass and nothing, so I have rebooted everything and double checked connections another hour and still nothing.

My only thought is that the broadband connector isn't flush with the hub only about 2mm of space left and pushing it harder wont make it move in more. I could in future take a picture of the connection box if that will help.

 

Does anyone have any thoughts? - also automated messages said I should talk to a specialist who I couldn't get through to.

0 Kudos
Reply
Highlighted
  • 16.36K
  • 1.71K
  • 2.78K
Very Insightful Person
Very Insightful Person
322 Views
Message 2 of 10
Flag for a moderator

Re: Still no internet?

What are the lights on the Hub showing/doing ?

Activation sometimes doesnt happen when someone mistypes a digit for example. Try calling in to activate again - 0800 953 9500


--------------------
John
--------------------

My 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.
0 Kudos
Reply
Highlighted
  • 4
  • 1
  • 0
Tuning in
315 Views
Message 3 of 10
Flag for a moderator

Re: Still no internet?

Hi John,

All day the wifi light has stayed solid green and the base light has been flashing green.

I've called that number and will try again, seems like they will send an engineer on Saturday but I'm working from home this Wednesday! Going to have to find a solution or a very kind friend in these times.

0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
272 Views
Message 4 of 10
Flag for a moderator

Re: Still no internet?

Hi,

I have exactly the same issues! I’m keeping repeating the same operations but nothing changes. Also after calling I have been told there is fault in my Area (3) London, this will be sorted between the 8th-9th of June. How this can take so long? 

0 Kudos
Reply
Highlighted
  • 4
  • 1
  • 0
Tuning in
260 Views
Message 5 of 10
Flag for a moderator

Re: Still no internet?

Hi Daniele,

I also found out there was a fault in my area which was fixed however I am still having issues. I hope you have requested an engineer.

I ended up with an hour call with someone who tried everything but still ended on needed an engineer, once I find out the issue I'll update it to this thread 🙂

0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
252 Views
Message 6 of 10
Flag for a moderator

Re: Still no internet?

Hi,

I’ve just bumped in my neighbour who has virgin as provider, I’m now connecting with his account, but it’s weird as if it was fault issue within my areas his line shouldn’t work as well instead it’s working 🤔. I’m trying to book an engineer as well. Hopefully got the right number.  

0 Kudos
Reply
Highlighted
  • 3.95K
  • 178
  • 307
Forum Team
Forum Team
231 Views
Message 7 of 10
Flag for a moderator

Re: Still no internet?

Good Afternoon Daniele_P

 

Thanks for your posts on our Community Forum and a very warm welcome to you!

 

Sorry to see you've been having issues with your services,

 

I can see that the outage is still on going in your area and this is due to be closed on 08 JUN 2020 09:00

 

It may be a case that your neighbour is not served via the same box in your area, is your neighbour currently experiencing issues with their service now?

 

Kindest regards,

 

David_Bn

0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
227 Views
Message 8 of 10
Flag for a moderator

Re: Still no internet?

Hello David,

Thank you for your message. I can confirm I'm not still able to use my line at the moment and I'm using the neighbour's one who kindly is sharing with me.

Neighbour's Internet is working and very quickly, so I take he isn't experiencing any issues.

Despite that, if I go in my virgin app its says there are no issues with my connection, that's why I'm still confused.

Thanks

Daniele

0 Kudos
Reply
Highlighted
  • 4
  • 1
  • 0
Tuning in
187 Views
Message 9 of 10
Flag for a moderator
Helpful Answer

Re: Still no internet?

Hi,

Daniele this might be useful to you. I had the engineer come over to find out the previous owner had cut the virgin lines!! for their other provider. Not sure if this would be the case for you but worth checking.

Overall though the engineer was really helpful and nice and found the issue very quickly. Although annoying waiting, in these pressing times waiting a week isn't that bad in the end. I hope you get an engineer shortly 😄 

 

Only annoying thing is that virgin couldn't know before hand the wires weren't connected but i'm no expert to know if this would even be possible.

0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
157 Views
Message 10 of 10
Flag for a moderator

Re: Still no internet?

Hello mate, 

I’m glad you have managed to resolve your broadband issue and thanks for the suggestions. Unfortunately my situation it’s related to a fault in my area we apparently engineers are already on site. The fault was supposed to be resolved by the 8th it June, but it has been extended:

“Virgin Media Outage Update - Description: Service update. Broadband, Voice and TV fault F007917228. The latest update we have is: Our engineer is on site and they're working to fix the problem. The estimated repair time is now: 15/06/2020 09:00:00. The Virgin Media Team.“

Because of this I can’t book an engineer but just wait hoping won’t take any longer. 

🤞🏻🤞🏻🤞🏻

0 Kudos
Reply