General VM broadband unusable in North East Hampshire

beardsley · 26-03-2016, 23:23

Hi All

VM broadband has been unusable in North East Hampshire (Fleet/Farnborough area) since Thursday. There is a thread on VM community forums

https://community.virginmedia.com/t5...h/td-p/3073674

The service status page is not admitting to any issues, but when I try to run a test from the page is is saying that my modem is probably powered off.

One person did manage to get a fault number - F004333291 and various fix dates/times have been given. Most of which have already passed.

I was getting an intermittent service, with some pages loading and some partially loading, then failing. Now not getting any connection at all.

Does anybody 'in the know' have any update on this and can give a realistic idea of when things might be resolved?

General Maximus · 27-03-2016, 09:13

if there is a fault reference for it then they'll defo be looking at it. The sad thing is that it normally would have been fixed by now but two bank holidays and Easter Sunday probably isn't helping things as far as engineer schedules go. I would bet good money it will be fixed tomorrow or definitely Tuesday.

DJSADERS · 27-03-2016, 14:09

Farnborough and Fleet share a sub-headend in Farnborough, which is fed from Guildford, no issues here in GU4 so i guess its to do with the Farnborough headend... but being bank holiday...

beardsley · 27-03-2016, 14:47

Everybody calling CS seems to be getting a different story. I have just spend 33 minutes on the phone. After lots of back and forth I have been given a new fault number - F004335631 and told the estimate for the fix is 5 April.

This was after the CS rep trying to change my WIFI channel remotely (I was on cabled connection) and failing because the modem would not let here access the configuration). And yes I did confirm that she meant WIFI channel, not modem communicating upstream.

she asked me to do a factory reset of the modem, but I declined to lose all of my settings as it is suffering from the lost password bug and so I would be unable to back-up my settings first. I have a number of incoming port redirects that I do not want to lose. I do have a backup from a few months ago, but I want to check what has changed since then before I lose all the settings.