Same issue here and I live in E16 area as well (in one of the newly builts).
Customer services refunded some credit for the lost service, but this is still disappointing.
Yesterday Customer Services booked an engineer appointment, which was automatically cancelled an hour later as an issue was found in the area. The engineer was supposed to visit the area and fix the issue by 1:05pm, but nothing was done.
I chased them and got another email and text saying that the issue should be fixed tomorrow March 22nd by 1:05pm (postponed by 24h and the status is still "engineer is on his/her way").
Automated text states incident id F005179083.
I've had the contract for less than a month and seriously start considering terminating it if this continues.
Got a text today saying that issue has been fixed - two hours later got an email and a text stating that the issue hasn't been fixed and yet another (3rd) postpone of the fix time to tomorrow morning (10am).
Someone at my building has left a note on the corridor stating that "Chased VM again today, eta 10pm today. Supposedly there is an engineer on site".
Will not recommend VM to anyone anymore after this. Six days without broadband and no updates on fix whatsoever until heavy chase.
In the same shoes Karee, I am beyond frustrated at this point. I live in one of the new builds and have had the issue since Friday. I am wondering why we were giving different fault number for the same issue in the same area? Mine is F005174669. Last night I was told it'd be fixed at 8:30pm, that is after getting a text earlier saying it had been fixed.
I'm wondering if there is a way of making complaints to Ofcom and ISPA? Six days without service is ridiculous and even worse, we aren't being given any reliable information on when to expect a fix.
I supposed to have technician booked this morning but they never show. This has happened for 3 times. And they don't even notify me. This is beyond what i can accpet right now. Almost one week without internet, it is like a quarter of a month which I have paid for the service. Plus, their information is not reliable. Too ridiculous !!