charlieannear
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Joined 15 years ago
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Re: No Broadband Service - How do you report it to VM?
Is it unusual for it to have been off, with VM aware, for 4 days, day 5 today, with the estimated service restoration being 2pm on day 8? Which is a bank holiday, so that doesn't inspire confidence... Anyway, just to report I managed to try different phone options until I was able to speak to someone. They confirmed the system log shows we've had a problem since Friday morning and that the engineer notes (so someone has attempted to resolve it) say we've got zero service. Therefore the refund should happen. But I am very curious as to what could cause such a seemingly property-specific outage for such an extended time, when it seems that engineers have been looking into it. The fault is listed as postcode specific, rather than just a general area. We're on the 1GB plan if that has a bearing on why we've got no service when others nearby do?Re: No Broadband Service - How do you report it to VM?
VM knows there's a fault, it's on the service status and when I call 150. I am getting text updates. That's not the problem. The problem is they all indicate intermittent service whereas I am getting zero service, but because they know there's a problem there's no way for me to report I have worse service than they think. I need to be able to report zero service in order to get the refund (and possibly escalate the fix)31Views0likes0CommentsNo Broadband Service - How do you report it to VM?
Apologies if this is the wrong section to ask this. We've had no broadband service since Friday afternoon, (apart from a brief burst of about 4 minutes at 4pm on Saturday). The service status has known we've got a problem, although it suggests intermittent connectivity when actually we've had none, zero, zilch. Which means loads of our stuff doesn't work and our teenage son is having to talk to us during his Easter school holiday. I understand we should be able to get a refund for every day that we've had zero service, but apparently, despite the VM service status knowing we've had a problem, the refund period is apparently from the point we report it. We haven't reported it because the online service status was aware of the issue and gives no 'contact us/report it' functionality, and I can't find a way to speak to anyone because the phone service (150 on a Virgin landline) also knows there's a service issue and won't give an option that gets me past the robot. Is there a Virgin person on this part of the forum who can help (there are on other sections), please? Thanks!77Views0likes5CommentsNo Broadband Service - how can you report?
Apologies if this is the wrong section to ask this. We've had no broadband service since Friday afternoon, (apart from a brief burst of about 4 minutes at 4pm on Saturday). The service status has known we've got a problem, although it suggests intermittent connectivity when actually we've had none, zero, zilch. Which means loads of our stuff doesn't work and our teenage son is having to talk to us during his Easter school holiday. I understand we should be able to get a refund for every day that we've had zero service, but apparently, despite the VM service status knowing we've had a problem, the refund period is from the point we report it. We haven't reported it because the online service status was aware of the issue and gives no 'contact us/report it's functionality, and I can't find a way to speak to anyone because the phone service (150 on a Virgin landline) also knows there's a service issue and won't give an option that gets me past the robot. Is there a Virgin person on this part of the forum who can help (there are on other sections), please? Thanks!74Views0likes3CommentsRe: How to order your first Wifi pod
Hi Carley_S Yes the camera connects to my network but it's a long way from the Hub and the other pod, and so it isn't a great connection. I've just run a test the the Connect App and saved the results. It indicates everything is good, however, that doesn't correspond with what the camera reports. It says it struggling with signal strength. Also, while we're at it, speed tests indicate that during the working day my download speed is only about a quarter of the download speed I should be getting on the package I'm on. Many thanks, Charlie185Views0likes1CommentRe: How to order your first Wifi pod
Hi, I also need to order a WiFi pod please as I have installed a WiFi security camera which can't get a good signal from my Hub 5 or my existing Pod.. As last time, I can't get the Connect app to complete the ordering process for me, and last time you (assuming Ayisha_B is a real person!) were able to order and send me one! As I understand it, I'm entitled to 2 Pods n my current package- please could you send me another?351Views0likes3CommentsRe: Hub 5 SSID changed by itself (Again)
Thanks for getting back to me. That evening I went out and noticed the water company had dug a hole next to our street cabinet- coincidence? Not sure! During the night VM recognised there was an issue in my area (although the status check didn't seem to think so) so they cancelled my technician and said the issue would be looked at that morning. Shortly after that I received another message to say the issue had been resolved. However, we were still offline and rebooting the router still didn't help. So I was annoyed that the technician had been cancelled before it had been confirmed that the issue was sorted. I used the app again to run a test on the kit and it recognised that there was an intermittent connection issue, it stated that Virgin were 'looking into it' and to wait 24 hours. During that 24 hours I tried a couple more reboots where the router flip-flopped between identities (VM/UPC), and at the end of the 24 hours it still wasn't working. Running another test, the app triggered a factory reset of the router. I was glad that the router was visible on the VM network, and could see this in progress when the light changed from solid white to flashing green without my having to do anything manually. The factory reset seems to have worked as we were back online on Saturday morning, and the router is still calling itself 'UPC'!2.5KViews0likes1CommentHub 5 SSID changed by itself (Again)
So I first had this problem back in Oct 22 (but can't revive that post because it's been archived). The Hub 5 renamed itself from VMXXXXXXX to UPCXXXXXXX. The password had not changed! I had done nothing to bring about this change. Nobody seemed to believe me or be able to offer an explanation, but I was able to rename it back to what it was before, and all my connected devices were happy. A few months later it did it again, but this time I decided to leave it with it's new preferred name, and reconnected all my devices with the new/UPC SSID and (the old password) to suit. Fast forward to this evening, and all my devices lost connection to the internet, so I rebooted the Hub 5 but when it came back on it had a blue flashing light. Rebooted it again and it's renamed itself back to it's 'VM' identity! But it still has a flashing blue light (which Googling suggests means it's not searching for a WPS connection like the Virgin Hub 5 lights guide states, but instead means the Hub 5 has deregistered itself, which requires Virgin assistance) and even if I tell my devices to connect to the VM identity, they report IP configuration problems. I've used the app(s), and booked a technician, and will try the 150 number in the morning, but in case there's a known fix for this, can anyone shed any light (haha) on this issue, please?Solved3.7KViews0likes10Comments