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vmhc
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WC1 area outage, again

no broadband since 1000

others in the building also affected, i.e. VM infrastructure failure not customer device

as usual, service status page claims no outage

no chat agents available

phoned, after many IVR responses and a long wait having appalling hold music inflicted on me, I finally talk to a call centre agent who knows nothing about it, wants to follow a script not listen to me, and then wants to waste time arranging an engineer to check my router

this is the 21st century

in the 20th century telcos could check lines automatically and detect faults before their customers even knew there was an issue, and take action to rectify it

perhaps VM could consider this innovation

another worthwhile innovation would be an online fault reporting form to avoid customers having their time wasted

 

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Re: WC1 area outage, again

Hi vmhc,

Thanks for getting in touch, I am sorry to see you have been having trouble with your connection. 

I have taken a look and it seems you were affected by fault ref F005210013 for SNR and FECS. This has now been resolved. 

How have the connection been for you since you posted last. 

Speak to you soon. 

Emma


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