Valerie modem failing to connect error 1000

[Jd2]

I received a new Valerie modem and self-installed it the afternoon of the 29th of December using the correct fiber connection and properly hooking up the power supply. The documentation that came with it said after being connected to the fiber jack, we would have connection by 5 o'clock p.m. Dec. 30. After 7 p.m. that day, I called tech support as we still didn't have internet. After being tossed around to 5 different phone support, account services (for some reason), and ultimately tech support from bell, I was told that it could take up to 48(!) Hours to connect on their end. It has now been over 48 hours. The tech support person claimed this was an automatic process and completely normal. This does not feel normal any more. If someone could please contact me as I'm at the end of my patience, particularly as I'm being charged for this service which is actively not working, causing me stress, and wasting my time. 

Thank you,

James

[VirginPlusKris · Accepted solution]

Hi there @Jd2.

Welcome to the Community.

We wanted to check in and see if your services had been activated yet or not.

If you haven't tried already, we'd also recommend giving our Virtual Repair Tool a try. It will:

• Look for service outages in your area
• Check the equipment outside your home
• Reboot all your hardware
• Optimize the settings for your service

Let us know if you still needed assistance.

[Needhelp1_]

I jist received my modem today which is supposed to be last April 5. Upon self-installing the modem it shows an error 1000. Btw moden is Valerie. Need help for those who already experienced the same. I already contacted the technical tean but I kept getting disconnected.

[VirginPlusAntgio]

Hey there @Needhelp1_ , 

Welcome to the Community and thanks for your post. 

As the Community is a peer to peer assistance channel, we don't have direct access to your account. 

We suggest trying the above mentioned tool on this thread. 

Let the Community know if you have more questions.

[Jd2 · Accepted solution]

Hello,

Turns out the issue we were having had to be resolved through having a technician come by the house. When here they said the fiber line must have a compatible connector at the service side, and in the modem. They also said that the internet provider sending modems with incompatible components happens very frequently. 

I would suggest insisting on having a technician come to your place to do the repair, they should be able to recognize the issue swiftly and fix it. 

Good luck, I've learned my lesson to let someone else set up the equipment.

James

[User6285]

Have been connected for 6 months and today wifi stops working. Manually rebooted twice and tried the virtual repair system which doesn’t work because the modem isn’t connected.

[VirginPlusKris · Accepted solution]

Hi there @User6285, and welcome to the Community.

We wanted to touch base if you were still experiencing Error 1000 with your Valerie modem. If so, could you share some more details with the Community?

• What are you seeing with the lights on the modem? Red, blue, which ones are lit up, etc.
• Have you taken the time to speak to Technical Support as of yet? Is there a technician visit booked?
• What troubleshooting steps have you completed aside from rebooting?

As for the Virtual Repair Tool, have you tried running it from your phone while on mobile data? Unless the Valerie modem is entirely offline, the Virtual Repair Tool would still be able to be used.

Otherwise, we'd also recommend taking a look at our How To article on troubleshooting Virgin Plus internet

Looking forward to hearing back from you.

[FeggyWap]

I’m having this exact issue! They completely lied to me when they said my internet would be available after midnight. It seems they are just reading off a script given to them for troubleshooting. Not once did support ask me if a technician can come out to solve the issue. Called support after 24 hrs and this one was smart enough to send out a tech.

[VirginPlusKris]

Why there, @FeggyWap. Welcome to the Community.

It's good to hear you were able to make arrangements with a technician to come and visit. Were they able to repair the issue?

Let us know if you were still in need of assistance.

[Gada]

Hello 

My internet is not connecting, an eChat agent suggested i replace the modem as it is defective. I followed the steps and replaced the modem today. I installed as was told and matched the wores on the back of the modem to my pictures of the old one. The modem keeps giving me ERROR 1000 and no internet connection. I am at my ends with this what is the solution? I talked with another eChat member and they suggested i reboot the modem and i did so and still nothing, the connection got disconnected because of no internet. I opened the browser https://Valerie and followed what i was shown and still nothing. My modem still is not connecting and i am still with no wifi. I dont know what else to do please help. The phone number also is not working and no one is answering