Virgin media down in the area "the problem is coming from your home"

FloppyPoppy

FloppyPoppy

FloppyPoppy

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Hey guys today at around 2:50 the Internet cut off *how to life guide please?*

I expected this was just a maintenance problem and would be back shortly so I went and chilled out in the front room at 3:00 and played with the dog for a hour. During this time someone from VM Posted a card saying they need to access the address to fix a issue with the areas Internet and said they called at 3:30 and nobody answered the door. However I was in and answered the door to one person collecting a package that was delivered here and once to a post man. But definitely no virgin media worker.

The card had a contact number that we phoned and took 15 minutes to get through to a person. The woman on the phone took the reference number and checked it and said it notes that there is a outage on the street and that its begin caused from within our address. And that she could not give any additional information.

I'm not to happy about this as we have had no real problems for years and then suddenly we are the source ?? Has anybody had anything like this before ? And remember what the problem was. They also said our TV is down but it clearly isn't?

PS our setup is a little unique as the network engineer set it up so we have two routers for some reason the super hub needs to be plugged into the old white rubbish one to function.

Also I run PIA if that could cause any issues idk.

Cheers

Harry


EDIT the super hub also has a 8DB Forward equaliser on it has been there for a while.
 
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Do you have any dodgy connections or anything? how long has the cable to your house been installed? if the cables to or inside your house are allowing an unusual amount of noise into the network then they'll probably want to rewire it.

The forward path equaliser reduces the low frequencies so if you need an 8dB on there then it maybe that somewhere from the cabinet to your house higher frequencies are leaking out of the cables (and vice versa no doubt).

That's my best theory anyway. :p

edit: if your TV is still on I'm not sure though as they can't have unplugged you at the cabinet, maybe they just blocked your modem as that is the source of the noise?

Even if you haven't any problems if it's a noise issue then it can affect all of your neighbours, that's why VM don't like people to mess about with the cabling.
 
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not sure what you mean by home plugs so I'm going to assume no.

Cables are no more than 3 years old I've made sure all them are tightens properly ect on the inside of the house.

Really frustrating that they wouldn't give us any more information.
 
By that I mean Ethernet over power lines. They can cause so gnarly high frequency interference, and from experience have been known to mess with VM setups.
 
I think he means Virgin could be talking cryptic because you haven't paid them.

I highly doubt it though, with the talks of an engineer visit...
 
Ah no they have been payed :) in fact a payment has never been missed or late. I'm not sure why they would be cryptic about that though? They surly would phone up and say "oi where's our money" not tell us there's a problem on the street that's originating from our house.
 
james.miller said:
Was the contact number legit?
Click to expand...

Yes we got through to Virgin and I confirmed the number on net with my phones data.

They arranged a engineer to come out on Thursday between 12:00-4:00

Until then not Internet and tv ( but we still have tv? )

I can probably upload some pics of the router page that's full of information if anyone is interested in trying to figure out what the cause is.
 
If you needed a 8dB equaliser fitted then I can only assume it's signal ingress/egress issue, from what I've heard higher frequencies drop off more than lower ones but Virgin compensate for it by boosting the higher frequencies slightly at the cabinet.

It could be the cable to your house that took a whack at some point and maybe they don't disconnect TV because most people will rage quit, or maybe just a faulty Superhub, who knows.. I guess you'll find out on Thursday so keep us updated. :)
 
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So le man is doing stuff. He has moved the attenuator from the super hub to the wall input.

Has checked all the lines and there fine has gone back to the green box now but he has said that it is being caused by noise on the line!

Will update in a moment when he is finished.
 
So he just left. He has put our internet back on that the other guy cut it off. Other than moving the attenuator that should have been on the input he found no reason for it to be cut off and has no idea why it was as there was no noise to be seen... But that the network guys might be back and cut it off again if there is noise again.

That said when it went down I made sure all the cables were properly tightened and one was not so I tightened it. Im unsure if that may have been the cause of it but it's back again for now.
 
They're fishing for info to fix a fault on your local subnet,be happy that they are paying that much attention although I understand how frustrating it is as something similar happened to me recently too.
 
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