Forum Discussion

rebekah10292's avatar
rebekah10292
Settling in
4 hours ago

really frustrated

Currently have a complaint open because of issues when moving home. Now to add to it, the broadband won’t reach my office properly. Did a scan on the app and it said I would benefit from a booster, requested to order it and it gave me an error. Tried ringing them and it says it’s going to spend 10 minutes testing my wifi. Live chat has failed me on security because I don’t know my memorable word, they’ve sent me a link to reset it but despite my new memorable word hitting the criteria, I get the message that it’s failed to update and I need to try again later. Log into the app and it says my broadband account is closed, no sign of my new account anywhere. It feels like I’m banging my head against a wall. Now need to wait 3-5 working days to receive a letter with my memorable world, in the meantime I can’t work from home in my office and I have no access to my new account on the app. 

Broadband
complaint
home
moving

2 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 hours ago

    Unfortunately VM have no SLA's for residential contracts.  So if WFH is a must, you need a backup plan.  Whilst it's not the best, at least you can hotspot for a while, but it's far from ideal.  

  • rebekah10292's avatar
    rebekah10292
    Settling in
    3 days ago

    I am also having this issue. Live chat is sending me to the faults team, ring them and they activate it but still not working. Account is showing as closed online. I’ve been without internet for a week now, had to submit a complaint. I work from home too and having to hotspot. It’s ridiculous.