200M : Internet down for a week

[JoelTheSuperior]

My internet went down on the morning of 8th of August. The Virgin Media status checker said that there was a fault in the error so I thought nothing of it.

Came back yesterday, after having been away on holiday - it's still down. I called Virgin Media's support and they booked an engineer for the 22nd. Having no internet for 2 weeks is quite frankly unacceptable but whatever - it seems to defy the laws of physics to get Virgin to actually fix anything so I guess that's sort of optimistic.

Called again this morning, told it's not an issue with the kit at my house so no engineer visit needed, cancelled engineer visit, told a high priority ticket has been raised with the network team but no fix date or further communication.

Virgin Media status checker says everything is fine but obviously fails to run the test because the modem won't connect. I get 1 DS channel sometimes, and sometimes it'll try to connect on 1 upstream at 64 or 32QAM, then fail and repeat.

DS power is at around -1.26dBmV at present - upstream is around 44.

There is an 8dB forward path equaliser on the line.

Any idea what's going on exactly? I have a suspicion that the issue lies on the upstream side of things but I could be entirely wrong.

[General Maximus]

I would bet that there was a fault that they fixed while you was away and during the course of fixing it they did something to your cable and forgot to put it back/back properly. I bet a tech takes a look at it tomorrow and fixes it. Normally once networks gets involved it is fixed within 4 hours (from my experience).

[sollp]

Originally Posted by JoelTheSuperior

My internet went down on the morning of 8th of August. The Virgin Media status checker said that there was a fault in the error so I thought nothing of it.

Came back yesterday, after having been away on holiday - it's still down. I called Virgin Media's support and they booked an engineer for the 22nd. Having no internet for 2 weeks is quite frankly unacceptable but whatever - it seems to defy the laws of physics to get Virgin to actually fix anything so I guess that's sort of optimistic.

Called again this morning, told it's not an issue with the kit at my house so no engineer visit needed, cancelled engineer visit, told a high priority ticket has been raised with the network team but no fix date or further communication.

Virgin Media status checker says everything is fine but obviously fails to run the test because the modem won't connect. I get 1 DS channel sometimes, and sometimes it'll try to connect on 1 upstream at 64 or 32QAM, then fail and repeat.

DS power is at around -1.26dBmV at present - upstream is around 44.

There is an 8dB forward path equaliser on the line.

Any idea what's going on exactly? I have a suspicion that the issue lies on the upstream side of things but I could be entirely wrong.

Where abouts in the country are you?

[digger1]

My VM broadband started playing up last Thursday with complete drop outs.
The service was very intermittent. Phoned c/s and was told that there was a major faultin my postcode which only covers the block of flats where I live.
They told me the service would be back to normal after 16:00 Thursday afternoon.
I could get the internet on my wired p.c. but nothing on any wireless device.
This continued all day Fridsy after being told that the problem had been fixed.
I asked if the fault could have knocked out my wifi and damaged my superhub 2ac.
The girl at c/s dibn't know but ordered me a replacement modem/router. A new superhub 3.
The fault has persisted all over the weekend.
The new superhub 3 arrived via Yodel this morning and I set about getting it installed.
Boy! What a terrible user interface this new superhub 3 has, and it is soooo slow at updating.
The fault still persists and vm says that they don't expect the fault to be resolved before 09:00 on the 18th.
The c/s person did say that he would give me a refund for the loss of broadband service from last Thursday to the 18th when the fault should be fixed? But if it isn't, then the refund would be extended until I get my full uninterrupted service back.
Let's just hope that it is all sorted out as promised?.....Watch this space.

[JoelTheSuperior]

Originally Posted by General Maximus

I would bet that there was a fault that they fixed while you was away and during the course of fixing it they did something to your cable and forgot to put it back/back properly. I bet a tech takes a look at it tomorrow and fixes it. Normally once networks gets involved it is fixed within 4 hours (from my experience).

Yeah I genuinely wouldn't be surprised - I've had similar faults before where things have been fixed relatively quickly but it's now Tuesday (having reported on Sunday) and still no fix. They've booked an engineer for next Monday which is much later than I'd like seeing as how I do quite like having internet access so fingers crossed.

As far as I can tell the cable is live - the line stats on the modem look relatively healthy but no internet connectivity at all. Using 4G is getting expensive heh.

Originally Posted by sollp

Where abouts in the country are you?

Elmbridge / Surrey.

What I'm learning from this ordeal, frustrating as it is, is that for someone like me who does rely on a working internet connection, is that I should probably have some level of redundancy.

Many thanks to everyone who has replied by the way - I'm fully aware that you guys don't work for Virgin / if you do you're doing this in your own time.

[General Maximus]

Originally Posted by digger1

I asked if the fault could have knocked out my wifi and damaged my superhub 2ac.
The girl at c/s dibn't know but ordered me a replacement modem/router. A new superhub 3

You are being told a load of bs again. The fact that VM are giving you a discount indicates there may be a genuine fault in your area but it isn't got anything to do with your wifi. If devices are getting an internet connection on a wired connection to the shub then there isn't anything wrong with your VM internet connection is there? Wifi service has nothing to do with the wan connection past the shub and outside your house and is solely down to the shub to provide. Even if there was a fault in your area and the shub couldn't get a connection on the wan port, your wifi would still be up and running, all devices would connect to your network (lan) and be able to communicate with one another.
If you have activated the shub and you believe the wifi still isn't working then you need to check the settings on each device because the chances of two different routers being faulty are slim. Check that you have set everything up properly on the shub such as wireless ssid and password and then go to a device and make sure the wireless nic is enabled, scan for wireless networks, select your network and enter the correct password. If it is still "broken" then you need to give us details and tell what isn't there/happening as well as any error messages.