Worst Service ever

I had to make this post even though i'm not a VM Customer.

My elderly aunt has VM and she rang me on Monday to say her net had gone down and she needed to do her shopping as she is unable to leave the house at the moment due to a hip op.

I checked all i could and there was no service although i could log into the hub and run the diags which stated no internet connection.

So i called the 0345 number and couldn't get past the AI stuff although it did send me a link to visit which with no internet is useless.

Tried calling again and still couldn't get to speak to anyone. so i came home and had to use the leaving chat to speak to an online person.

This went nowhere even though they promised to get the line checked nothing happened although they did ask a classic question "Make sure all the WIFI cables are plugged in) ?, Really ?

So next day went back there phoned and got through to retention's and spoke to Rose who said she was performing Diags etc and restarted the router although the router didn't restart , she said she could see the router and after the restart leave it 2-3 hours and then reboot and try again, she also said she would monitor the connection and get an engineer out if needed. my aunt actually had a text to say that an engineer would be out later that day but again nothing happened.

So forward to yesterday i went back there spoke to a great guy (again having to go to the leaving us department) he was Josh, he went through a few diags and confirmed that the connection had been down since Sunday evening and arranged an engineer for the afternoon, the engineer came and sorted the issue and replaced the router.

so it begs the questions
1. why is it so difficult to log an issue with you , usually the issue will be around connection and you make it impossible to log an issue without the internet.
2. Why are your staff either seriously untrained (WiFi Cables ?) or just downright Liars to say they are rebooting and updating a router that they couldn't even see online and then promising to monitor and send an engineer when they obviously did not intend to .

the easiest thiong you can do is just to allow anyone with an issue to call you and actually get to speak to someone that knows what they are talking about but can also help withoput pointing us to your website.

Overall the service was the worst from any ISP i have ever had to contact and i have advised that as soon as the contract is up (2 months to wait) that she switch to a decent provider (im with EE as for as much as some will hate them you can always get through to someone to talk to not having to fight to do so).