Fiber Down, can anyone help?
Since about 11am yesterday my FTTP connection has been down. The modem (5x) is flashing a blue light for 20 hours now. The modem gui connection test reports it's down. ( However in the list of items it also lists that it's not down.. despite clearly actually being down) I called the phone support, which ran an automated test and told me everything was fine and hung up on me. I called back and the system put me through to an agent who ran a test and confirmed a fault (after getting me to factory reset the router.) They raised a ticket with "IT Support" and a couple hours later called back to say IT had said "The problem in my area will fix at 10pm on 1st June" which sounds unlikely to me. If there's a definite fix why would you set that for 10pm on a Saturday. The VM app says there's no reported issues in my area, but running the test says there is an issue in my area (confusing) Is there anyone here who can actually see what the issue is and what's being done about it please?VM 1GIG TPLink Router - Broadband goes down daily
Hi all, I have VM 1GIG Broadband package in modem mode using an Omada TP-Link Router and LAN, AP’s etc. Roughly on a daily basis the broadband goes down, there’s no distinct pattern and it occurs most days. Outage can last from 60seconds to 5minutes. I have switched the HUB5 back into Router mode to enable monitoring/testing and I do get some dropped packets, is the amount acceptable? (see TBB graph). Also, could someone please help me with he HUB5 router logs? I don’t really know what I should be looking for - does it look ok? Thank you.. savvy 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 331000000 7.9 40 QAM 256 25 2 147000000 7.5 39 QAM 256 2 3 155000000 7.6 39 QAM 256 3 4 163000000 7.4 39 QAM 256 4 5 171000000 7.3 39 QAM 256 5 6 179000000 7.2 39 QAM 256 6 7 187000000 7.2 39 QAM 256 7 8 195000000 7.4 39 QAM 256 8 9 203000000 7.3 39 QAM 256 9 10 211000000 7.5 39 QAM 256 10 11 219000000 7.6 39 QAM 256 11 12 227000000 7.4 39 QAM 256 12 13 235000000 7.6 39 QAM 256 13 14 243000000 7.4 40 QAM 256 14 15 251000000 7.4 40 QAM 256 15 16 259000000 7.4 40 QAM 256 16 17 267000000 7.4 40 QAM 256 17 18 275000000 7.5 40 QAM 256 18 19 283000000 7.6 40 QAM 256 19 20 291000000 7.7 40 QAM 256 20 21 299000000 7.7 40 QAM 256 21 22 307000000 7.6 40 QAM 256 22 23 315000000 7.6 40 QAM 256 23 24 323000000 7.7 40 QAM 256 24 25 339000000 8.2 40 QAM 256 26 26 347000000 8.3 41 QAM 256 27 27 355000000 8.1 41 QAM 256 28 28 363000000 7.9 40 QAM 256 29 29 371000000 7.9 40 QAM 256 30 30 379000000 7.9 40 QAM 256 31 31 387000000 7.8 40 QAM 256 32 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 40 0 0 2 Locked 39 0 0 3 Locked 39 0 0 4 Locked 39 0 0 5 Locked 39 0 0 6 Locked 39 0 0 7 Locked 39 0 0 8 Locked 39 0 0 9 Locked 39 0 0 10 Locked 39 0 0 11 Locked 39 0 0 12 Locked 39 0 0 13 Locked 39 0 0 14 Locked 40 0 0 15 Locked 40 0 0 16 Locked 40 0 0 17 Locked 40 0 0 18 Locked 40 0 0 19 Locked 40 0 0 20 Locked 40 0 0 21 Locked 40 0 0 22 Locked 40 0 0 23 Locked 40 1 0 24 Locked 40 1 0 25 Locked 40 0 0 26 Locked 41 0 0 27 Locked 41 0 0 28 Locked 40 0 0 29 Locked 40 0 0 30 Locked 40 0 0 31 Locked 40 1 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 33 94 4K 1840 QAM 4096 1108 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 33 Locked 43 4.9 373338355 0 3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 0 49600000 44 5120 QAM 32 7 1 43100000 43.8 5120 QAM 32 8 2 36600000 44 5120 QAM 32 9 3 30100000 43.8 5120 QAM 32 10 4 23600000 43.5 5120 QAM 32 11 3.0 Upstream channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0 ATDMA 0 0 0 0 1 ATDMA 0 0 0 0 2 ATDMA 0 0 0 0 3 ATDMA 0 0 0 0 4 ATDMA 0 0 0 0 3.1 Upstream channels Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation 12 10.4 39.0 2K QAM 256 3.1 Upstream channels Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 12 OFDMA 208 74000000 0 0Hub 5 keeps disconnecting and flashing red
Hi I've had no luck getting through to a human on the phone so I hope this will help. For the last 24 hours our Hub 5 has been constantly losing connection. It regularly goes into a state where the red light flashes over and over. And even when it does come back on, sometimes we're left with only a 10th of what our internet speed should be. We had it fitted in December and it was fine until now. It's not overheating, is connected properly and is in a well ventilated area. We've tried all methods of refreshing, restarting and resetting and we're worried this issue will keep happening. Every time I call or check on the app/online it simply states that everything is fine, which is obviously not the case. It seems to be working fine now, but it's only a matter of time before it goes down again. We both work from home so this is affecting our work quite severely. Also, the WiFi connection is poor/non existent at the living room end of our flat (all one single level, ground floor), so if this could be addressed too that would be great, otherwise we'll have to explore other provider options. Any help will be greatly appreciated. A technician visit, a new hub, maybe pod extenders? Thank you.WiFi down after upgrading
Hi lads, I recently upgraded and recontracted from 500mb to 1Gig. I was told I would be sent a new modem but there would no disruption to my service. I've been without wifi all day and have yet to receive the new modem. I rang customer service today and was told my wifi should be working that I should try and hold the reset button on the back of the modem and the call was ended. As it's now out of business hours and I still have no connection, does anyone have any suggestions on how to resolve this? CheersFrequent and disruptive internet drop-outs
Greetings, I have been a Virgin Media customer for almost a year now and the entire time I don't believe I have been receiving anything like the service that I'm paying for. I've had frequent and relentless drops in connection, practically daily, for weeks at a time. the drops last from anywhere between 2 minutes and half an hour. Hours spent on the phone to technical support in god-knows-where has yielded zero improvement and were a waste of my time. These mainly consisted of the operator on the other end just running tests on my connection. Which at the time of the call (when the internet was working again) unsurprisingly showed that the internet was, in fact, working. Detective work that I could do myself, frankly. These problems are impacting me in the form of an annoyance but are affecting my partners ability to do her job. Countless meeting abruptly ended for an unknown period of time is taking its toll. I would like to know why this keeps happening.Outside work needed!
Hi everyone, I signed up for Virgin Media on the 8th November. We got given an install date which was the 28th November. A few days prior to that we got a cancellation text saying that the outside work(cable) still wasn’t complete so it got pushed back to the 6th December. The field team came out and fit our cable and assured us everything was done. The day after a ‘site surveyor’ came out and realised there wasn’t any lights on the omni box outside so our install would have to be pushed back to tbe 18th December. I rang up on the 15th December and they assured me that the outside work had been completed and we would have full internet on the 18th December(this is when our old provider was disconnecting us). The technician came out on the 18th December and lo and behold he find out that the lights were still off on the box outside. I asked him why the site surveyor wouldn’t have reported this so the relevant field team could come dig up the road and fix the service outside. He couldn’t answer this and told me to ring the pre install team(who I had spoken to about 8 times before). The pre install team told me that the person I spoke to on the phone before basically lied to me to keep me happy and we wouldn’t be able to have any internet until after Christmas. He also said he had sent the relevant email to the exterior field team so they can come and fix the service problem. On the 22nd we got given a date for install which was the 6th January. I rang up on the 5th to again make sure all the outside work had been completed because otherwise the trip would be wasted on the technician on the 6th. We were assured(again) that the outside work was completed on the 4th so we would have full internet on the 6th as planned. The technician turned up on the 6th January(he was the best person I had spoken to from Virgin media since the start). He tested the box (AGAIN NO LIGHTS) he told me that the problem wasn’t the fibre cable to our house it was the whole service at the top of the road. He sat in the van for about an hour trying to get through to networking where he raised a ticket that we had a problem with our whole service. I got a call from pre install on Tuesday 9th of January asking what problems we were having.(I had to explain the whole story again for the 8th time). She herself couldn’t understand why it had took this long to be notified there was a problem with the service when we had already had a site surveyor and 2 technicians out. She allocated me a technician for the 10th January so they could come out and look where exactly the problem was. The technician came out and low and behold saw there was no lights on the box and he said the problem was from the road and he would speak to his boss so he could notify the field team that the road needed digging up to fix the service. Before writing this I had just rang the pre install team again. They again had no clue what was going on but they would EMAIL the field team(outside contractors) telling them the work needs repairing on the road. After this being the 4th email what’s been sent to the field team I am completely stuck what to do next. If they can’t read or reply to 3 emails then a fourth or even 20 emails isn’t going to do anything either. Judging by the 3rd party company don’t take incoming calls(most likely because there phone would blow up from complaints) The bottom line is I’m still without internet and have been from the 18th December. The pre install don’t even have a clue what’s going on and they’re basically saying I need to wait for the service to be fixed. Baring in mind one of them has told me it could be a weeks wait or even months. I’ve never dealt with a more unorganised company in my life and at this point I am unsure of what to do next because I’m just being given false promises and lies. If anyone can help I would very much appreciate it. Regards, James