Carley_S
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Re: New black Wi-Fi booster
Hi timosler Welcome to the Community Forums. Sorry to hear that your black pod was not working when you installed it. Sometimes these need to be activated as newapollo has kindly advised. Checking the systems on our side it looks like these pods are not connected due to some disabled features on the Hub. Please can you try a 60 second pin hole reset on the router. This will revert any customisations back to factory settings and full update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pin hole request. Do not make any changes, and let us know if the pods are working. You can see this in the Connect app should you need.6Views0likes0CommentsRe: New phone system
If the rewire work is possible, it would standard rewiring with our own equipment, this would be free of charge. This would be for the continued use of the landline service. We would not work with any third party networking equipment. Requests such as relocating the router and rewire work upon a customer request, this is charged at the standard rate of £25, but for the service to continue, this would be free of charge, if the rewire work you're looking to request is possible. If this is not suitable, then there are other landline options such as the DECT solution Roger_Gooner has kindly advised.10Views0likes0CommentsRe: XGSPON, realspeed reactivated now back to half hour disconnections
Hi Martyn Welcome back to the Community Forums. Sorry to hear of your concerns with your disconnections. At what time are these disconnections happening? Is it the same time every day, or are they different each time? legacy1 - We've been advised that Modem mode will not be switched on and there are no plans in the future to switch it on as yet.12Views0likes0CommentsRe: I am trying to find out my area reference number for Shoeburyness in Essex
Hi Elmlodge47 Welcome to the Community Forums. Your area reference will be on your contract and email confirmation/communication we have sent you. We can also find out your area reference if you're happy to provide your postcode here.11Views0likes0CommentsRe: Hub 5x, 2gig up/down - packet loss / latency / disconnects every 30 mins
Hi lindsaygi Welcome back to the Community Forums. Sorry to hear you're also having service concerns. I can see that you've a thread regarding this already and a Forums team member has responded to support you further. Please respond on your original thread and we'll be able to assist you further on there if you still need.18Views0likes0CommentsRe: Complete Failure in Service
Hi tattersfieldj Welcome to the Community Forums. Sorry to hear of your concerns with your ongoing service issues. We can see on the systems on our side that you have since spoken with the team and have actions in place to investigate and work towards a resolution. Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately sometimes service issues do happen from time-to-time. We'll always aim to have you back up and running ASAP, but, in some instances, this can take longer than we'd like depending on the work that is needed. Should you have a total loss of service, you can read about our auto compensation scheme here. We appreciate that some of our customers work from home, however if you have a residential accounts any fault would still be treated via this correct process. Any loss business impact or loss of earning/wages, would not be taken into consideration when it comes to compensation. Keep us posted with how you get on with the next action in place already and, please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.5Views0likes0CommentsRe: Missing Omnibox cover
Thanks for that feedback jonajackso123. We'll be sure to pass this along. Internal wiring would be different to the appointment just attended. Our faceplates tend to have a logo on it, either NTLword, TeleWest or Virgin Media, but could well be ours. Please reach back out to my colleague over your already open private message and you have service concerns with this cabling. We might be able to rewire that cable which looks to have lost its protective coating and tidy this up, but might not be able to change the faceplate itself.6Views0likes0CommentsRe: BBC iPlayer to stop working soon
Hi Seren11 Welcome back to the Community Forums. Sorry to hear of your concerns with the removal of BBC iPlayer. This will only affect TiVo customers, at this time. If there are any changes we'll be sure to communicate these before hand. The removal of BBC iPlayer from the TiVo set top box will take place on Wednesday 23 July. Affected customer should receive this communication and all the details via their registered email on how to proceed with their free TV360 upgrade should they wish to continue having access to BBC iPlayer. If you have any further questions or concerns not addressed, please post them here, us and the other Community members we'll be more than happy to assist you should you need with a specific query you may have.64Views2likes5CommentsRe: High Jitter & Packet Loss to Riot Servers
Our apologies for the poor service after the hub was replaced. It's good to hear that it became stable on Wednesday morning for you. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.8Views0likes0CommentsRe: Packet loss
Sorry to hear this is still ongoing for you User666 Checking the systems on our side, it looks like the outage has been closed as fixed on 2/07/25. Please let us know if you've had any further issues since 2/07/25 and we can investigate this further for you if needed.4Views0likes0Comments