Dear Carley_S
Re fault on our line at Monday 3 February 2025 at approx 13.30.
A VW engineer arrived on Friday the 7th of February 2025 at 2.30pm. I explained the timeline of Avonline working in the street 5 days earlier and our broadband losing connection at the same time.
He checked out the brown box confirming that there was no connection. He then proceeded to check the lines leading from the grey junction box further up the street as well as the underground junction. He found a couple of wires which had faults.
The engineer, Dave Morgan, was excellent throughout the whole visit and managed to get the external work approved and for Avonline to come out asap to fix the issue. I was very dubious that this would happen, but they came out an hour later and apparently removed the old cable and 'blew a new one' Happy days... eventually.
I'm not so complimentary about the lack of online help, or the poor telephone help. The telephone 'support' on Monday when I called was very dismissive of what the problem could be and she was not very understanding of the implication for my business in having to wait 5 days before anyone even came out to look at the issue. I was told on the same call on Monday that the outside cables would be checked within 48 hours and fixed if needed. This was obviously not actioned at all, and, in addition, there was no communication or apology around this.
So, my concerns were correct regarding the cause of the fault, namely that it was external and linked to Avonline's works outside our home. If you had listened to this and checked it within the 48 hours that was outlined in the call, my business would not have been without an internet connection for a further 3 days. I was correct about your engineer not being able to fix the problem and I had the photos to prove that this was the case. I am also complaining about your support system as I was unable to share this with you directly on VM Help other than on through the community chat - to which I did not even receive a VM response until the engineer himself had visited.
I would like to thank Dave again for excellent service and this complaint is around the lack of VM support over the week as well as the interruption this caused to my business and also family life. There are 3 people in my household all working from home and it caused us immense disruption so that so that my son even had to go to the library to work!
I look forward to your response and appropriate compensation.
Regards
Adrian
