Forum Discussion

StarlightGirl's avatar
StarlightGirl
Joining in
5 days ago

Broadband down every day at 3pm and 10pm

For nearly a week the Broadband and TV has been cutting out at regular times. It generally goes down at around 3pm for up to an hour, and then exactly 10pm, when it doesn't come back on until 9pm the following morning. (Yesterday the afternoon outage was later, around 5pm but was off for 3+ hours) 

The website acknowledges an issue with Broadband & TV when it goes down, and suggests either 'check back', 'an engineer is working on it' etc, with various times for a fix but it still goes down at the next expected time. 

Discussions on Twitter confirm that others around the country are having outages at exactly the same time, but when you try to report the issue everyone seems not to know about it. They say they will log it for compensation but I don't want money back, I want to be able to watch TV after 10pm and not have everything cut off! An acknowledgement that multiple people are having issues and a timescale would be preferable. 

I also work from home so losing connection at 3pm is supremely frustrating and causing genuine problems. I doubt that will be compensated. 

 

 

6 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    19 hours ago

    If you post your network log there might be an indication of the problem.

  • StarlightGirl's avatar
    StarlightGirl
    Joining in
    4 days ago

    It says things like 'an engineer is working on it' with an estimated fix time of later that day, but the same happens the next day so I have no faith anybody actually IS working on it. 

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      20 hours ago

      Hi StarlightGirl, thank you for your posts.

      We do apologise that you're currently being impacted by an area outage and that the estimated fix time is being pushed back. We can assure you it's not the level of service we aim to provide.

      Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately service issues do happen from time to time. We'll always aim to have you back up and running as soon as possible, but, in some instances, this can take longer than we'd like.

      You can read about our Automatic Compensation Scheme here.

      Thank you for your support Client62 and Cardiffman282 👍

      Regards,
      Daniel

      • StarlightGirl's avatar
        StarlightGirl
        Joining in
        20 hours ago

        Hi Daniel, I appreciate your concern but I have no faith that this is being looked at. I get about 6 emails a day saying 'an engineer is on the way' with an estimated fix time, that just gets later and later. I'd prefer a genuine response saying you're NOT able to fix it yet, if that's the case. 

        Constant promises of compensation aren't really helpful, I just want a stable connection or to be able to leave my contract & find someone else who can provide one. 

         

        Nicola

  • Client62's avatar
    Client62
    Alessandro Volta
    5 days ago

    During a VM outage use the work mobile via hot spot or better a USB connection.

    This is a case where VM are acknowledging service issues / repairs are in progress.