External issues timeframe for fix
My WiFi has been down for well over a week now. Firstly it was intermittent could turn the box off then the reboot would make WiFi work again. Now it’s completely down called the engineers to come out last Friday they confirmed it was an issue outside and would escalate to the external team called customer service technical team they confirmed it would be fixed within 2 hours it wasn’t nothing Saturday so went on live chat Sunday morning I told them numerous times that it was an external issue they assured me they would send an engineer Tuesday (today) to check inside and outside they sent the internal engineer again who has escalated it again currently feel like I’m on a roundabout and unsure what to do next after a quick google found myself here any help from anyone regarding this would be hugely appreciatedBroadband Issue Keeps Getting Delayed
To whomever might be reading this, hope you're doing well. I will attempt to be civil, but I apologize in advance if I come across angry - Virgin Media and their customer service have really been doing my head in these past couple of weeks. The situation is simple, really, here is the chronology: 1) Been with Virgin Media close to 3 years and have (mostly) had no issues. 2) Sometime around the 1st-2nd of this month (December) my internet (cable and WiFi) completely cut out for an extended and pretty disruptive period of time. From that point onward it became intermittent, working perfectly fine for a few minutes, then cutting entirely for a some more time, and so on and so forth. 3) Checking the Virgin Media status page I could read there was a "Broadband Issue" at my postcode, and that the outage had been "Identified and Raised", and that Virgin estimated it would be fixed the morning of the 3rd of December. 4) On the 3rd of December, the status updated to say the estimated fix date would be the 9th. 5) On the 9th of December, the status updated to say the estimated fix date would be the 11th. 6) On the 11th of December, the status updated to say the estimated fix date would be the 16th. 7) Today, the 16th of December, the estimated fix date has changed to the 20th... 😎 What will happen on the 20th? Place your bets - my bet is it will keep getting delayed. Is this a joke? It does't help that speaking to a human being, be it via phone or otherwise, is made borderline impossible by the Virgin Media customer service team. This intermittent internet is entirely disruptive to my livelihood. My freelance work depends on me being able to download and upload large quantities of files daily. I repeat, I CANNOT WORK while this issue is ongoing. Considering Virgin's inability to give me an adecuate estimate for the fix, and the fact that they offer no warning on delays whatsoever until the very day that they estimate, as well as no alternative or solution, is starting take a toll on my finances this month an beginning to strain my relationship with employers who understandably will not be too eager to hire me or my shoddy internet again. I find it absolutely inexcusable to be serviced like this by what should be a stable and competent company. Not only does it tell me that they do not care about me as a customer, it also tells me they don't respect the role they play in people's lives. Am I going to have to start asking for financial favours this Christmas because Virgin Media keeps waffling me around like a toddler? I have absolutely no doubt that after this experience I will not be renewing my contract, and frankly I will not be using Virgin Media's services ever again if I can afford not to. Nonetheless, I still have a fair few months left on my contract, and I expect to receive the service I am paying for. I appreciate that not all technical issues are caused or can be fixed by Virgin, and that they depend on third parties for a lot of these things, and that those can delay the process... but that shouldn't be my problem. This is much more an issue about communication, respect, accountability and decency over any specific techincal issue. I also appreciate that customer service across many industries has become progressively worse over the past couple decades, but again that race to the bottom is not an excuse. The fact that I need to post on this forum for a human being to potentially give me further information on my issue is infuriating. If you're a Virgin Media employee looking at this post, I appreciate that this is not a problem you have personally caused, but PLEASE for the love of god help me understand: 1) What is the issue with the internet in my area? 2) Why is it taking such an embarassing amount of time to fix? 3) When can I ACTUALLY expect it to be fixed? 4) How do you recommend I deal with it in the meantime? Is there a temporary solution Virgin could provide? 5) Am I entitled to any compensation? Considering the wording in the compensation docs, it seems like unless I've had ZERO internet continuously for 48 hours (as opposed to intermittently), I am NOT entitled to compensation. If this is true, this is the slimiest part of this whole thing. 6) If whoever is reading this cannot really help me, could you at least tell me what the ideal way to escalate this situation is? A formal complaint? Should I submit something to the Ombudsman? Or is it just more efficient to take this whole thing to court? To any and all employees reading this who might be able to help with these questions, please DM me so I can give you the details of the account in question (it is not tied to the account I'm writing this from). To anyone else who might be passing by because they have similar issues, my condolences, hope you find a better internet provider someday.My Virgin Media App Run a Test not working
Had this issue since getting virgin just over a month ago, I've tried calling and no one seems to understand the issue and can't seem to connect to my hub from their end either. Internet cut off the other day and had an engineer out who replaced the fibre junction box and had no issue after until 10pm tonight I dropped from 450mbs to 80mbs. It would be really handy to be able to run a test myself, I do it through the hub login and get this also .No Broadband
My area: Sheffield Gleadless, anyone else having the same issue? My broadband been down for 5 days since 2nd Nov, I though it might be fix going on but it was not fixed by next day 2rd Nov I booked appointment for an engineer to come the next day but they did not come up and appointment was cancelled... I contacted support support and they rebooked an appointment with promise that they are not going to cancelled this without notifying me but once again no body turned up... Now every time I go on the app it says issue detected in your area, estimate fix will be XX time which is usually after 2-3 hours of current time, they been pushing the time by 2-3 hours every single time for past 3 days and this is becoming unacceptable. What is there to do? I really cannot stand them anymore... And when will I get my compensation? I believe I should be getting x2 £30.49 for no engineer showing up and x5 £9.76 for each day my internet been down + this to be fixed.1Gig Service Request Pod
Morning all, I'm currently on the 1gig service and would like to request a Pod for upstairs. I've tried using the VM Connect app on two devices and on both it simply states it cant find my hub. Its done this for the last few weeks. How do I request a Pod without being able to use the app? All help much appreciatedTop WiFi light blinking uncontrollably
Hi there. I have a super hub 3, wired it’s fine but wireless it drops sometimes in the day and the hubs WiFi top light flashes green uncontrollably for about 2 minutes then goes back to normal, the hub does not restart or anything and it’s super weird, makes me think it’s the hub as the wired connection works fine. any ideas?Bad drops and errors on my line
So, I've had 15 drop outs in the last 2 hours, where the internet just locks up and nothing will load, I've tried the hub reset and also made sure all cables are plugged in correctly and snug, not the issue this also happens over wired and wifi. 3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 0 49600000 50.3 5120 QAM 64 1 1 43100000 49.8 5120 QAM 64 2 2 36600000 49.5 5120 QAM 64 3 3 30100000 49 5120 QAM 64 4 4 23600000 48.5 5120 QAM 64 9 3.0 Upstream channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0 ATDMA 0 0 19 0 1 ATDMA 0 0 21 0 2 ATDMA 0 0 21 0 3 ATDMA 0 0 21 0 4 ATDMA 0 0 19 0 3.1 Upstream channels Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation 10 11 45.7 2K QAM 256 3.1 Upstream channels Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 10 OFDMA 220 74000000 0 0 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 306000000 7.9 41 QAM 256 22 2 146000000 7.3 41 QAM 256 2 3 154000000 7.2 40 QAM 256 3 4 162000000 7.2 40 QAM 256 4 5 170000000 7.1 40 QAM 256 5 6 178000000 7.1 40 QAM 256 6 7 186000000 7.1 40 QAM 256 7 8 194000000 7.3 41 QAM 256 8 9 202000000 7.1 41 QAM 256 9 10 210000000 7.3 40 QAM 256 10 11 218000000 7.2 40 QAM 256 11 12 226000000 7.2 40 QAM 256 12 13 234000000 7.1 40 QAM 256 13 14 242000000 7 40 QAM 256 14 15 250000000 6.9 40 QAM 256 15 16 258000000 6.9 40 QAM 256 16 17 266000000 7.1 40 QAM 256 17 18 274000000 7.3 40 QAM 256 18 19 282000000 7.6 40 QAM 256 19 20 290000000 7.9 40 QAM 256 20 21 298000000 7.9 41 QAM 256 21 22 314000000 7.8 41 QAM 256 23 23 322000000 7.7 40 QAM 256 24 24 330000000 7.6 41 QAM 256 25 25 338000000 7.7 41 QAM 256 26 26 346000000 7.6 40 QAM 256 27 27 354000000 7.4 40 QAM 256 28 28 362000000 7.2 40 QAM 256 29 29 370000000 7 40 QAM 256 30 30 378000000 6.8 40 QAM 256 31 31 386000000 6.7 40 QAM 256 32 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 41 14 0 2 Locked 41 9378 36398 3 Locked 40 8863 37367 4 Locked 40 8484 37295 5 Locked 40 8322 37473 6 Locked 40 7885 36659 7 Locked 40 7531 37011 8 Locked 41 0 0 9 Locked 41 7317 36982 10 Locked 40 658 5113 11 Locked 40 250 704 12 Locked 40 6073 36153 13 Locked 40 5744 36061 14 Locked 40 5604 37099 15 Locked 40 5491 36872 16 Locked 40 5127 37085 17 Locked 40 243 530 18 Locked 40 239 543 19 Locked 40 4170 36283 20 Locked 40 3990 36016 21 Locked 41 3774 37774 22 Locked 41 4309 6294 23 Locked 40 4417 6489 24 Locked 41 4391 6585 25 Locked 41 4535 6462 26 Locked 40 4545 6360 27 Locked 40 4400 6539 28 Locked 40 235 425 29 Locked 40 240 595 30 Locked 40 230 734 31 Locked 40 1562 34495 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 41 4.4 9657455 5439 Also to note I'm a Gig1 customer. Network Log Time Priority Description 26-02-2024 15:01:03 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:01:03 critical 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:01:03 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:00:53 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:00:53 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:00:53 critical 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:00:42 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:00:04 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:00:04 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; 26-02-2024 15:00:04 critical 16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
