Forum Discussion

ianjayne's avatar
ianjayne
Rising star
9 hours ago

Engineer visit

Yesterday (8 May) there were some intermittent services reported in our area and yes the Wifi did keep dropping, the system showed both Broadband and TV were affected.  I was asked to book an engineer.

This I did and it was scheduled for between 1200 hours and 1600 hours today (9th May). Several SMS messages were sent and received confirming this visit and telling us someone over 18 must be at home otherwise a £25 fee would be levied.

 

We have done that and someone (over 18) has stayed at home but I now notice when checking we have 'No engineer visit is scheduled'. The service status page as of now 1400 hours is still showing there to be problems in our area (14) BD2 1LJ and we are asked to check again after 23 hours to see if they're resolved as VM is aware and dealing with those issues affecting both BB and TV.

 

Why haven't we been told we no longer need to stay in as previously advised as late as 0807 today, no engineer is booked or the one who was supposed to be coming has been cancelled not by us I hasten to add and are VM going to send a £25 fee compensation for not turning up and keeping us in as requested as we have not been advised it's cancelled please (until I looked just now)

We appear to have wasted our time today so far.? 

Answers please.

As far as I can tell our services are all ok.

 

IJ

5 Replies

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  • ianjayne's avatar
    ianjayne
    Rising star
    8 hours ago

    Engineer has been. Says nothing wrong with our services and the issue if there ever was one might have been caused by an engineer working somewhere in the system. 

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      5 hours ago

      Hi ianjayne, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear there was some confusion around whether or not an engineer would be visiting. Engineer visits will only show on the account up to 4pm the day before. After this, they are removed from the account so you wouldn't see it at your end. 

      If your engineer visit is cancelled due to an outage being raised, the team will send a text to advise a fault has been raised and the visit cancelled. In your case, the engineer came as there was no area fault affecting you. 

      Can you please confirm if the services are working as they should be?

      Many thanks, 

  • japitts's avatar
    japitts
    Very Insightful Person
    8 hours ago

    It's quite common that if an area fault is identified and resolved, then single-user faults that are deemed linked to that, are closed.

  • ianjayne's avatar
    ianjayne
    Rising star
    9 hours ago

    Just now. Another update ‘2.22’ all our services are working correctly’. 
    Save for cancelling engineers visits obviously.

    • ianjayne's avatar
      ianjayne
      Rising star
      9 hours ago

      And another update, phone call from  the engineer, he will be about 10 minutes,  at 1440. What on earth is going on? I might find out shortly and it’s as well we’ve not gone out too?