Error 2000 on Valerie modem

[Ray1234]

Hello, I got with virgin plus in september 2022 and ever since signing up, I had 0 issues with any connection, until 4 days ago when my home wifi stopped working. I check the modem I have and it said “error 2000 please enter http…” i did that, no success. I do the virtual repair tool, no success. I call virgin plus customer service they try troubleshooting from their end with whatever they have, no success. The guy on the phone with me tells me I need to swap my modem for a completely new one while keeping the metal fiber optic chip that was inside. I take a 30 minute walk to my nearest virgin plus store, they do whatever they need to do and i return home. I set the new one up as told (all I had to do was plug the modem in) and still, error2000 shows up. I call again, a new guy answers and tries troubleshooting again, to no success. He apologizes in advance for what he was about to tell me; I have to go to the store again since this modem hasn’t “been properly factory tested” and it was defective. He tells me that this time he’ll email the store to let them know that I deserve a proper working machine and that they should compensate me for all the trouble they caused. I go to the store, the same employees still on their shift tell me that “they just sold their last valerie modem”?????? They manage to get me one from the back (lol) and set it up. I tell them about my compensation, they said they’re not in a position to do that (lol!). I go back home, set it up again the same old way, ERROR2000! After I called, the provider on the phone told me that they don’t want to send a technician because that’s usually the last thing they do. What do I do?

[lemon1]

I am having the same issue as well. Called technical support and all they will do is tell you to replace the modem which does not fix the issue. Happened a few months ago, happening again now. How can I schedule a technician to come take a look?

[VirginPlusKris · Accepted solution]

Hi there, @lemon1. Thanks for your post. 🙂

Have you tried @Jett's recommendation for a fix as mentioned in their own reply?

"I was having same issue. Tech couldn't help, new modem did not help. I realized the only thing that didn't get switched out was the cord (land line plug) so picked one up at dollar store, even though tech said that definitely would not be the problem. Guess what? It worked. Internet worked right away and has been good so far."

Give that a try when you have a chance, and let the rest of the Community know if it works for you as well.

Looking forward to hearing back from you.

[Exhausted]

Same problem. Same response from Virgin. Did anyone find a solution?

We were sent to get a new modem, which also didn’t work. Then support said that sometimes their modems can be defective (lol where is their product control. How is this a common occurrence that they have this many defective products (and just continue to reuse them!))

The support person refused to send a technician, and then eventually said it would be a $75 charge to send someone.. but then wouldn’t provide any availability to send someone. We ended up hanging up out of frustration and lack of support.

If it’s not solved asap, I guess we’re switching providers. What terrible customer service!

[VirginPlusAntgio]

Hey there @Exhausted ,

Welcome to the Community and thanks for your post.

Have you tried @Jett's recommendation for a fix as mentioned in their own reply?

"I was having same issue. Tech couldn't help, new modem did not help. I realized the only thing that didn't get switched out was the cord (land line plug) so picked one up at dollar store, even though tech said that definitely would not be the problem. Guess what? It worked. Internet worked right away and has been good so far."

Give that a try when you have a chance, and let the rest of the Community know if it works for you as well.

Looking forward to hearing back from you.

[WildTiger]

Thanks, it worked! I unplugged everything and plugged them back. I had another error number. By the time I tried to connect to my modem on my computer, everything was fine. It took... maybe 3 minutes to fix that. And the Virtual Repair Tool wanted to send me a tech 😹

[Disgusted]

I cannot believe the amount of problems customers are having with their Valerie modems and being given the runaround by customer service. I recently switched out 3 modems ( currently on my 3rd one) and after a few hours of using it, my internet dies out on me…again!!! I’m so disgusted with Virgin, to the point that I don’t even want to waste my time speaking to someone that’s not going to give me any positive results. You pay for a service and that service should be uninterrupted. Period. I think anyone that is continuously having these same problems that I am should drop Virgin and source out another internet provider. They don’t resolve the underlying issues that cause the problems we are dealing with, so what’s the sense of paying for something that just makes you want to pull your hair out!  Thank you for listening, hope you switch providers! I’m done!

[Chris555]

Background: I've had no internet service for 3 days now. Chatted and called tech support. Shipped a new valerie modem.  Worked for a couple hours then stops. Error 2000. I called back and I was then advised it's a new known issue and to just unplug the modem for 24 hours. 

My question is is there a know modem issue or how do I fix this issue?

[Ellar]

Hi Jett, do you mean you replaced the optical cable? (having this problem and trying to solve it)

[martin_168]

This will probably be my final update to this.

I got my modem replacement in the mail, hooked it up, and like others in this forum, discovered that it was configured to connect as a Bell modem and my v2xxxxx##@virginmobile.ca username couldn't even be entered into the internet configuration. So, another hour on the phone with Virgin support, and they say I need to exchange the modem again. I schedule an appointment at the local kiosk, and exchange the new modem for a newer modem. 

This one at least allowed me to enter my username, but then I repeatedly received an "Error 2000: Unable to connect to Bell servers" message. Thinking that partially functional internet is better than no internet, I try plugging my original modem back in. Now it gives me the same error message... along with a Bell Technical Support phone number, which I call. 

This was, at last, somewhat useful. The agent I spoke with looked into my account and said "something strange is going on here". After a bunch of searching, he discovered that the ONS serial number listed in my account did not match the serial number of the SFP module that I had in the modem. After some work, he managed to correct it, and rebooted the modem one more time and, lo and behold, I had an internet connection again!

Unfortunately, I was so thrilled to be connected at all that I didn't check the IP address. This morning I tried to upload a photo to discord on my phone, and it wouldn't work. I turned off my wifi, and it uploaded in less than a second. So, I logged into Valerie, and checked... I was still being assigned a 10.139.XXX.XXX IP address. 

This time, I tried calling the Bell Support Line immediately. The agent I got this morning acted like the Virgin support staff. "I'm going to reboot your modem". I got frustrated. I have changed the modem twice, and spent hours on the phone. Rebooting the modem is not the solution. The problem is that the Bell servers are assigning my account a subnet address that is not accessible to the internet. My modem has nothing to do with the DHCP assignments made by the Bell server in the PPPoE negotiation.

Her response was that the Bell Technical Services division did not have access to the DHCP systems, and that it was an issue for Bell System Support, and that she did not have a direct line to access that division.

I'm done.