Virgin Broadband Outage GU16 28th April
 

Morning,
GU16 area.
Yesterday 28th April, about 13.00.
Short power cut - then Virgin Broadband service did not come back.
Phoning Virgin you get an automated message saying problems in your area - but no target resolution time.
That’s still the situation 18 hours later.
The Virgin phone tree is not allowing me to speak to an agent to find out what’s happening.

The Superhub5 boots up with a sequence of solid white light, flashing white light, flashing red light, then solid white again.

Network login the router has messages about SYNC timing failure and DHCP invalid fields. See attached.

Is there anything else I can do either at my end, or to get a resolution time from Virgin.

Thanks

Re: Virgin Broadband Outage GU16 28th April
 

I assume you do not subscribe to VMs traditional TV service. If this was also down it would point to a local network problem & not a headend problem.

A solid white light should mean you have a viable connection to VMs network (all downstream & upstream channels have handshaked & locked correctly). Assuming you have done a proper cold start (left the hub powered down for 10 minutes before restarting) then it may be a fibre node failure. If it is then upwards of 1000 properties will be affected. The only way to check if it is just you is to talk to any neighbours who are using VM.

Re: Virgin Broadband Outage GU16 28th April
 

In Northampton, I had a similar issue that day. No power cut, but that afternoon, broadband went down. The light on the router showed a connection, but the connection didn't really go anywhere. Lasted over 12 hours. Used tethering on my mobile phone to get VM status page and it showed a complicated area wide problem, that might not be resolved until the next afternoon(4pm/5pm). It was working again by the next morning(around 12 hours later).

Re: Virgin Broadband Outage GU16 28th April
 

We do have Virgin cable TV and it still works.
After 24 hours, we got a fix time from Virgin of today, Friday 3pm.
So a 3.5 day outage.
I agree, looking at the router logs it looks like it has a connection.
But something is preventing it completing the connection.

Re: Virgin Broadband Outage GU16 28th April
 

This is quite incredible.
They promised a fix time of 6pm Friday, which would have been a 3.5 day outage.
Then at 6pm Friday they revised the fix time to Thursday next week, a 10 day outage.
Incident F012255801
And in June they are going to ask me to renew my contract!

Re: Virgin Broadband Outage GU16 28th April
 

Make sure you register your loss of service so you get the compensation.

Re: Virgin Broadband Outage GU16 28th April
 

Resolution of this, in case anyone's interested.
An engineer visited. Signal levels were off, and Superhub was fried, most likely caused by a surge during the power cut.

Virgin told me I was down because of an area wide outage, but that turned to be untrue.

Three of the people I dealt with at Virgin were absolutely brilliant about this, couldn't have been more helpful.

But the Virgin process to provide information and support customers was quite pathetic.
In the end we had no broadband for 8 days.