Forum Discussion

nigelrjf's avatar
nigelrjf
On our wavelength
3 months 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

    • ChrisG9's avatar
      ChrisG9
      Settling in
      3 months 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
        3 months 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
    3 months 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.