Forum Discussion

ianjayne's avatar
ianjayne
Rising star
2 years ago

Broadband

Area 14 BD2 again.

We have been up and running fine since the last debacle during July to Sept cured October until today. Some devices are continually dropping out today and now. Mainly CCTV cameras. Just done service status and systems health check and it seems there is an issue with 'services' in the area but it's not shown as broadband, only TV is flagged up..  I've done the usual reboots resets etc etc to no avail. Apparently engineers are aware and are working on 'it' whatever 'it' is.

  • Sabrina_B's avatar
    Sabrina_B
    2 years ago

    Hi ianjayne  👋.

    Thanks for reaching out to us, apologies for the issues that you have had with the service in your area. I am afraid that there is an outage in your area. They are attempting to fix and have given an estimated date of fix of 4th Jan at 11:20. I know this is not the news you wanted to hear, you can convey your dismay here 👉 Complaint.

    Sabrina

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 years ago

    What is being reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level?

    • ianjayne's avatar
      ianjayne
      Rising star
      2 years ago

      More or less as Sabrina has posted the fault line is less exact. 

    • ianjayne's avatar
      ianjayne
      Rising star
      2 years ago

      Much the same as Sabrina has posted but less exact is on the phone help line

      • Ilyas_Y's avatar
        Ilyas_Y
        Forum Team
        2 years ago

        Thanks for the reply ianjayne on the forums.

        Please check here for our guidance on compensation for faults as set out by OFCOM.
        Let us know how you get along.

        Kind regards,
        Ilyas.

  • Sabrina_B's avatar
    Sabrina_B
    Forum Team
    2 years ago

    Hi ianjayne  👋.

    Thanks for reaching out to us, apologies for the issues that you have had with the service in your area. I am afraid that there is an outage in your area. They are attempting to fix and have given an estimated date of fix of 4th Jan at 11:20. I know this is not the news you wanted to hear, you can convey your dismay here 👉 Complaint.

    Sabrina

    • ianjayne's avatar
      ianjayne
      Rising star
      2 years ago

      I have made a complaint (again) I'll be asking for further compensation to add to that previously awarded.  Sick of this.

    • ianjayne's avatar
      ianjayne
      Rising star
      2 years ago

      @ Sabrina. Please note this is not a 'resolution.'  Far from it. I was simply acknowledging your comment with disappointment.

  • ianjayne's avatar
    ianjayne
    Rising star
    2 years ago

    Just logging downtime :- wifi interruption, VOIP cut out during a call then reconnects after redial - also PODS crashed resulting in CCTV failures X3. Other WiFi eg to iOS devices and TV ok. System now rebooting itself. POD by POD. Service status says ‘unable to check your service’. Followed by ‘looks like there are issues in your postcode affecting your services’. How true! 1 POD connected followed by another still waiting for the third which reconnected after a total of 30 minutes. Downtime/service interupption - 1259 to 1331.

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team
      2 years ago

      Thanks for coming back to us ianjayne on the VM forums. 👋🏼

      I'm sorry to hear about the continuous downtime with the service.
      I've checked on my end and the area fault is still present with the fault affecting over 25% of customers in the area.

      I can confirm the networks team are on to this issue and a case has been raised for the area.
      The networks team are issuing out a repair and once they provide further updates, we will be able to inform you of the expected repair date.

      Reach out to us for any other queries and we'll assist where we can.

      Kind regards,
      Ilyas.

      • ianjayne's avatar
        ianjayne
        Rising star
        2 years ago

        Hi. So far today only VOIP dropped out but is back now. Other BB services seem to be working. No idea about TV.