Nothing but issues with XGS-PON install since November 2023
Back in November 2023, we had Virgin installed at our property. They had only recently came to the area via nextfibre / XGS-PON. As a result we have the Hub 5x on the M250 - internet only.
Throughout the time since install, we've had multiple issues with the service. In the early days, I didn't bother keeping track of the issues too much, but in the recent months I have. CS always send a technician, tech can't fix anything and raises a ticket in the background, something gets fixed and then weeks later, another issue and repeat.
Recent timelines include;
3rd June - Internet went off. 7th June tech visited. Raised a ticket with IT. Left. 8th June, resolved. Claimed it was an issue with the pole.
16th July - internet went off. Tech booked for 19th July. I happened to text the previous tech who said he'd raise a ticket himself, cancel the new tech.19th July, tech text to say they are reseating the network card that I'm connected to. 20th July - fixed and connection stable.
23rd July - lots of small outages from about 9pm, some minutes, some 30 mins.
30th July (last night) - internet went off. Restarts / pinhole reset none worked.
Today, tried the whatsapp support, said they can't help. App let me book a tech though who is coming on Friday.
Everytime a tech comes, they can never fix the problem and they always have to raise a ticket to the networks or IT teams. This coming appointment will be the 5th visit since install.
Has anyone else had on-going issues like this? I even asked support, can they raise the IT ticket to save the tech and get things up and running sooner - no is the answer. Retentions say we can't leave the contract even though I'd say VM are not providing the correct service.
Anyone got any thoughts on where to go from here?