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Virgin Media Business Hit by Broadband Outage After Router Update

Tuesday, February 27th, 2018 (5:00 pm) - Score 29,005

Customers of UK cable ISP Virgin Media Business and their 350Mbps capable”Voom Fibre” broadband products appear to be suffering from a high level of service disruption today, as well as a secondary fault that began after a firmware update was pushed to their Hitron CGNv4 routers.

The first situation appears to have started this morning and the second one began at the weekend after the operator pushed a new firmware update down to their end-user Hitrons, which promptly caused connection problems for those with Dynamic IP addresses. At this point we should remind readers that VMB has had plenty of problems with Static IP support on their Hitron kit (here), which is partly related to this incident.

Firmware updates like this tend to be distributed in phases and so it’s likely that the operator was able to stop the update before it hit more of their customers. In a brief update on Twitter VMB said: “Faults reporting a large spike of customers on Dynamic IP’s calling in after the Firmware upgrade. The vast majority are needing a reset on the HITRON to resolve connection issues” (they mean a factory reset, not a soft reset).

As for the main broadband outage..

VMB Service Status Update 16:30

27/02/2018: Known incident affecting Broadband and Data services.

Our customers may be experiencing a total loss of service on Broadband and Data services.

We’re currently experiencing a problem which is affecting our Broadband and Data services.

We’re working hard to resolve this as a priority and apologise for any inconvenience this may be causing.

We’ll be updating this page again with further updates, so please check back again soon.

Meanwhile customers can conduct a factory reset of the Hitron by either firmly pressing the reset button on the back of their device for 30 seconds or going into the web-based admin for the router (192.168.0.1) and Navigating to ‘ADMIN > DEVICE RESET > FACTORY RESET‘.

This issue is not related to the residential side of Virgin Media.

UPDATE 1st March 2018

The original broadband outage appears to have been resolved (oddly VMB simply removed the status page for it rather than updating), although some are still reporting problems. Unfortunately the separate problem with their firmware update for Hitron routers is on-going and it’s becoming clear that the Factory Reset solution doesn’t work for everybody.

https://www.virginmediabusiness.co.uk/help-and-advice/technical-support/Known-outage/

Leave a Comment
28 Responses
  1. Avatar Me says:

    That’s incorrect. It’s multiple issues, not Hitron specific.

  2. Avatar TM says:

    Outages started this morning with no status updates from VMB. It’s not just Hitron devices, I’m using a 3 year old Netgear supplied by VMB and having the same problems.

    No webchat available. Phone calls not being answered or called back and no communication from VMB explaining what’s going on with status updates. It took them until 16.30 to post a status hidden away in their help system and the only way to find it was via a twitter reply to a random user.

    A business service this is not.

  3. Avatar CarlT says:

    The ntl tradition of delivering the mushroom treatment to customers continues.

  4. Avatar Grant says:

    No tv no internet South Croydon was told it could be back on by 11.15 pm tonight maybe I was told at 6 pm

  5. Avatar Steve says:

    Phoned them this morning only to be presented with a recording saying a factory reset was needed. Did that, and now the router won’t even load the login page. Tried 2 more resets. No joy.

    Called them back and this time the recording said they were being emergency evacuated. This recording lasted for around 4-5 hours, before being changed to tell me about the “total outage” of services.

    It wasn’t just dynamic IP customers. I’m a multi-static customer and have had no service all day, on top of no reliable service since Christmas. No callbacks today despite being promised otherwise. Just 2 automated, non-descript texts.

    The VMB techs told me the firmware was intended to address the ongoing static IP issues (packet fragmentation and frequent disconnections).

    They then texted this to me at 1838:

    Dear Customer/s in relation to the issue identified regarding loss of service. We believe this issue is now resolved. A disk drive error with our authentication servers has been reloaded, restoring service.

    If you are still experiencing issues, please reload the virgin media modem, router or hub and wait 15 minutes. Please let us know if you are still experiencing issues.

    Many thanks for your patience during this incident.

    I was previously on the old firmware. Now I have a bricked Hitron router. It still won’t load the login page. The moment I can get a better service provider, I’m gone.

    1. Avatar Chris P says:

      Did they ask for a speed test to prove service was poor?

      Joking aside you’d expect VM to be on top of issues like this and have multiple redundant systems in place to cope with issues just like this. I wonder if they are conflating the DHCP MAC registration servers required for DICSIS with the authentication servers they mention?

    2. Avatar Mike says:

      Sounds like the device is in recovery mode. Do a 30-30-30 reset.

  6. Avatar Ciprian says:

    The best Internet from Europe is in Romania. 1000 MB/s and cost around 8 pounds. Life is good. 🙂

    1. Avatar Wujek Pawel says:

      So what is the reason of staying here?

    2. Avatar Rob Heath says:

      You are right to point out the UK has fallen behind. Great to see some countries developing decent infrastructure.

  7. Avatar Paul Bailey says:

    Hi, I’ve been with virgin media for many years now, and there isn’t a week go by without problems. I’m on the vivid 350 and in my area it’s very problematic to say the least. Instead of trying to bring in more customers and filling the cabinets, give us all the new super hub 3 .

    1. Avatar Chris says:

      They will give you one if you ask. Free

    2. Avatar mrpops2ko says:

      Go look on their consumer forums, you do not want the super hub 3. Nobody wants the superhub 3.

    3. Avatar Mike says:

      “Hi, I’ve been with virgin media for many years now, and there isn’t a week go by without problems.”

      Why stay with them then?

    4. Avatar CarlT says:

      You can’t be on 350Mb without the Superhub 3.

      This was an issue with business services only.

  8. My Virgin Media connection is very slow and patchy today – 28 Feb 2018.

    Do I need to have a reset and if so what do I do?

    Thanks

  9. Avatar Hixon Group says:

    2 days later we still have no connection even after multiple restarts 🙁 and resets, we have staff all over the place unable to work.

    1. Avatar Mike says:

      Doing multi resets will make the issue worse. Firware is OTA so you potentially interupting it will make it fail.

  10. Avatar G says:

    It’s not just Croydon it’s all over the country,time to leave. Haven’t had no tv / internet since Tuesday morning.
    Can’t speak to no one , same message tells me the engineer is on his way

    1. Avatar Mike says:

      Outage issue was solved late wed night (28th feb) / early morning of the 1st march. In total it was around 24hours.

  11. Avatar Matt says:

    Hmmm, and Virgin couldn’t understand why I’ve laughed at them when they’ve suggested I move to a business service.

    At least when I spoke to one of their technicians recently he said himself its not worth the move as all I would benefit from is next day technician visits and even said I would find it more of a dis-advantage considering the “shocking hub”

    1. Avatar Mike says:

      You can request either the Hitron or hub 3 on the business service so that story is either untrue or the person you spoke to was not aware.

    2. Avatar Spurple says:

      I find it odd that you feel the need to publicly betray a technician that risked his neck to give you his honest advice.

      Lol.

    3. Avatar Matt says:

      Spurple – I do this knowing said engineer cannot be traced as I’m not a customer.

    4. Avatar Matt says:

      mike – No I did not, however this has little impact when considering the other reasons.

    5. Avatar Mike says:

      Oh gawd its Max and he seems drunk again……… One minute he is a customer the next he is not.

  12. Avatar Sandy says:

    Not sure about where you people are, but in Walsall WS3, it has been down since Tuesday nd May, was told service would be resumed by 9 pm, then advised the 5th at 4pm, then a text saying the 9th and the latest one 14th May at 16:00.

    No explanation of what is wrong. Can’t get past the fault VM to speak to CS.

    Are they still going to be charging for this prolonged outage? My home is hard wired as the wifi signal is non existent so I have no catch up TV, no internet and no info from VM.

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