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arrgee1991
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Message 11 of 28
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Re: Up & Down in E11

looked at https://help.virginmedia.com/system/templates/selfservice/vm/help/customer/locale/en-GB/portal/20030... but being colour blind red or green?  I don't know!

 

The Internet light

Internet Light

 

Light status What it means What to do

Flashing red

There’s a problem connecting to the internet.

 

  • Check that power leads and cables are securely connected.
  • Restart your Hub, using the power switch at the back of the Hub.
  • If that doesn’t work, use a paperclip or pen to press your Hub’s reset button. Holding the button down for over 5 seconds while the Hub is powered on will start restoring the Hub back to its factory settings (this will take a few minutes). Remember that this will reset your WiFi Network Name, WiFi Password and Settings Password to the ones printed on the bottom of the Hub, even if you’ve changed them previously.
  • Finally, go to virginmedia.com/servicestatus to see if there’s a known network outage in your area. You can also run tests on your broadband connection. If you’re issue can’t be resolved, please use the number provided to call us.
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ringzer
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Message 12 of 28
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Re: Up & Down in E11

Ya, after I posted that things went downhill fairly rapidly. I've been without internet entirely about 4 times today for 5-20 minutes at a time.

I called again this evening and spoke to a supervisor who has escalated it to the network team (after only about 5 weeks) but am promised a call back tomorrow. 

The current issues are scheduled to be resolved on Friday

Ignoring the red block which shows 100% packet loss due to my router not allowing this test things are not that great. 

2018-12-17 21_43_33-Clipboard.png

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arrgee1991
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Message 13 of 28
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Re: Up & Down in E11

not working again this morning

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arrgee1991
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Message 14 of 28
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Re: Up & Down in E11

Test shows nothing

Capture.PNG

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arrgee1991
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Message 15 of 28
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Re: Up & Down in E11

I am using my mobile data allowance at the moment as this looks like never getting fixed. What am I paying for?

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Moderator (Retired) John_G
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Message 16 of 28
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Re: Up & Down in E11

Hi Arrgee1991,

I've just checked your connection and there's a SNR fault open under ticket F006698190. This is estimated to close 21st December. 


The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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arrgee1991
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Message 17 of 28
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Re: Up & Down in E11


@John_G wrote:

Hi Arrgee1991,

I've just checked your connection and there's a SNR fault open under ticket F006698190. This is estimated to close 21st December. 


Was 6th Dec then 10 dec then 17 dec.  Got message yesterday to say it was fixed (it wasn't).  Now 21 dec.

And it has been down all morning.  Not even up for a short while.  And every light combination on the hub.  When I got the email about the £4/month price rise it said the broadband was 99.98% reliable.  It isn't unless I am the 0.02%.

This has been going on for three weeks.  

Will I be compensated?  Can I raise a formal complaint?

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arrgee1991
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Message 18 of 28
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Re: Up & Down in E11

Just got this today about 10 minutes ago...

Virgin Media Outage Update - ID: F006698190 We're pleased to tell you this issue is now fixed. Best wishes, the Virgin Media Team

Only thing is it isn't fixed. Broadband is still down and out.

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arrgee1991
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Message 19 of 28
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Re: Up & Down in E11

from bad to worse, but at least it is showing on service status now.

Capture.PNG

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ringzer
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Message 20 of 28
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Re: Up & Down in E11

Yes, it was down from about 8am to 11am for me this morning - see below which is a broadband quality monitoring tool which you can setup here: https://www.thinkbroadband.com/broadband/monitoring/quality

Quite a few people on Wanstead Community Hub on Facebook complaining about it and calling up, so hopefully they've finally taken notice.

ping.png