Forum Discussion

nigelrjf's avatar
nigelrjf
On our wavelength
31 days ago

Continuing outages in N2

Could someone please escalate the area problem we are having in several postcodes in London N2 9. Between June 2 and 18, we had 16 outages from 10 minutes to nearly 3 hours. The problem appeared to be fixed, but from 23 July to yesterday, we have had 13 outages from a few minutes to nearly 5 hours.

Outages are logged as faults; yesterday’s was logged as F011937410. But whatever is being done to fix the fault is obviously not providing a permanent solution. From the number of exasperated messages on my street Whatsapp group, VM is going to lose a lot of customers in the area. Please can someone escalate this issue with engineering management, and provide us with an explanation and an effective solution. Thanks.

13 Replies

  • nigelrjf's avatar
    nigelrjf
    On our wavelength
    30 days ago

    And yet again, it has just gone down this morning.

    • ChrisG9's avatar
      ChrisG9
      Settling in
      29 days ago

      I also live in the N2 area and have experienced at least 7 area wide outages ( that I am aware of) since the 23rd July. On Sunday the 3rd August the outage lasted 5 hours and today the internet is once again down. The “ fix” each time is clearly temporary. Please can a permanent resolution be found to this problem

      • nigelrjf's avatar
        nigelrjf
        On our wavelength
        29 days ago

        So this morning , there were two outages of 1hr 20 mins and then of 37 mins. The issue report was F011940064. But I have absolutely zero confidence that the problem is fixed. Please can we have a response from VM Support with an explanation and a plan for permanent resolution. 

  • robhak's avatar
    robhak
    Settling in
    26 days ago

    Hello, I’m also in N2 and have had countless broadband outages which started on 23 July - I believe it’s happened on at least 10 separate days since then.  Today it’s gone offline twice and has now again stopped working.

    Furthermore, I find when the service comes back online, often it is at 1/10th of the download speed it should be - yesterday it was 28Mbs

    I’ve raised this ongoing issue with the support desk whose suggestion was to send an engineer to my house to check my hub. I explained this was pointless given it’s an area-wide issue either at the exchange or the local terminal box affecting the postcode.  

    I work from home and am unable to.  Can this be addressed as a matter of urgency.  I’m close to the local terminal and haven’t seen any engineers working on it.