16 consecutive T3 timeouts issue for over a year

Honestly, I feel like I’m being gaslit over the issues we are having.

Have been seeing really short outages, 1-2mins (the router logs show 16 consecutive T3 timeouts and a full disconnection of the internet) for over a year, have had several engineers out. It’s largely been agreed that it’s not a us issue because others on neighbouring roads have the same issue at the same time and the same errors in their router logs. These outages seem to be random in timing, there’s no obvious pattern, we can go a couple of weeks with none and then a cluster of them in successive hours/days.

Every time VM send an engineer out, they go, yeah, it’s not in your house, everything looks fine in the up-time info we can see on their phone/tablet thing, nothing I can do. Some have said they will pass it on to networks. Either that handover to networks never happens or it does and presumably, they go, yeah, looks fine right now, so nothing to see here.

I’ve raised 2 complaints, the first one sent a ‘special’ engineer who by his ow admission wasn’t any more special than the last several (who have changed the router twice, moved me to a different port in the cabinet, which just increased packet loss and basically scratched their heads) and has been closed without any comms of what happened. Another raised yesterday where the agent on WhatsApp chat offered me wifi pods despite accepting that there is not an issue in my property.

I appreciate internmittent, seemingly random issues are difficult to diagnose, but at least, surely someone could make some real effort. Monitor my connection over a decent length of time, or perhaps, enable me to advise someone directly when the disconnection has taken place (I have detailed records as it’s driving me nuts). I posed this to the last engineer when he said he was passing it to networks, but, of course, networks aren’t customer facing, so, I have no means of advising anyone and the agents on WhatsApp or the phone will simply want to diagnose again, ask if my wifi coverage is fine..

Anyhow, I have just lost faith in the whole support process. It’s so frustrating.