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ChrisS001's avatar
ChrisS001
Tuning in
14 hours ago

VM Outage

Hi, At ~2pm on 7/7 my TV and Broadband service went down, shortly after I noticed a card posted through my letter box stating "we've found a problem",  "this time we need to come in to get things finished" and "please quote RPBLOCK"

SInce then i have been tracking the issue F011897300 on the VM outage details page, and have watched the estimated fix time slip time after time, with the last 3 being the 15th, today (18th) and now its currently the 23rd @2pm

I have logged a complaints, where i was listened to, given excuses and apologies but no fix... i get the impression the call agents just want to get the ticket closed to meet quotas

My last call was today, and i am now seriously considering going for breach of contract as this outage will have been over 2 weeks by the 23rd, and is impacting every member of the family, from not being able to WFH, complete homework, online shop or stream TV  just name but a few... you dont realise how much its become an integral part of your life till you lose it.

Any help in getting a swift resolution to this would be gratefully received... i don't want to leave VM, but my hand is being forced..

Kind Regards.

Broadband
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9 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    14 hours ago

    I think an RPBLOCK is where VM has identified an issue caused by the cabling to (or in) your home which is causing noise issues on the network so you have been disconnected or the fault is stopping your services.

    Some of the techie regulars on here will doubtless elaborate on this and confirm if that is correct, or not.

    If it is correct, I don't think it will solve itself until a VM person has visited your home (and likely come inside).

    One of the forum VIPs on here recounts a story where a family member had fitted a non-standard VM cable in the home and VM came knocking at the door to investigate.

    • ChrisS001's avatar
      ChrisS001
      Tuning in
      14 hours ago

      Thanks, I would not have even considered being disconnected for that reason... but i can confirm that the cabling is all 100% VM provided and installed and hasn't been tampered with

      • goslow's avatar
        goslow
        Alessandro Volta
        14 hours ago

        I think you will need to call VM and request a tech visit to resolve and remove the RPBLOCK.

        VM does have exemptions to paying compo. One of which is if you (the customer) have hindered the process of getting it fixed. If you have repeatedly called VM and mentioned the RPBLOCK, it does not sound like that would apply. It is more likely VM's inept call handlers do not know what the process is to deal with the specific issue.

        VM's other compo get-out is "if the fault is not in respect of the service provided or it is caused by equipment or activity within the customer’s home" which covers things like customers buying VM extension cables off eBay etc. or some item of equipment in the home is affecting the VM service.

        There have been umpteen topics on here where VM's agents have provided incorrect info on the compensation scheme. Now you have more info on the issue, and what to do to resolve, start compiling a detailed record of everything that has happened since 7 July along with evidence such as texts, screenshots, messages etc. A timeline format is best with links to evidence. If you are eligible for compensation, it is likely you will have to go to the ombudsman to get what is due so having a contemporary record of everything will be helpful if you need it in the future.

  • ChrisS001's avatar
    ChrisS001
    Tuning in
    14 hours ago

    Cheers, I`ve seen the compensation page and will be pressing for that post issue resolution... the interesting thing is that when i spoke to the call agent he stated it was calculated by dividing your bill by the outage no. of days minus two..... which is quite different from the amount on the link you show.

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    14 hours ago

    Hi, At ~2pm on 7/7 my TV and Broadband service went down, shortly after I noticed a card posted through my letter box stating "we've found a problem",  "this time we need to come in to get things finished" and "please quote RPBLOCK"

    ChrisS001​ 

    In other words, they need access to your internal wiring to fix this issue, which is causing noise on the network & quite possibly disrupting multiple other neighbours services. Hence they have temporarily disconnected you & are waiting for you to respond to the notice & book the required technician visit to investigate this issue. 

    The resolution path is in your court, & you need to contact them quoting "RPBLOCK", or it won't get fixed. I doubt you will get compensation unless you give them the access they have requested, as you are effectively preventing any resolution to the problem.