Complete loss of service - Tracking progress?
Does anyone know of a solid way to track progress on an issue?
My internet has been out since Sunday afternoon, I can see in the network logs that there's an issue with the termination service, mac address isn't coming back with anything. Reported issue Monday morning, was told engineer was coming out Tuesday but that was a no show, chased this.
Rescheduled on Wednesday, who popped over to say that he's seen, and checked with a outside cable engineer, looking at an issue.
Had to follow up that night, because I'm still in the dark about it all, was told that there's an issue with the 'pit chamber' (hole under the junction box?), and it would be sorted by Thursday 7pm... It wasn't;
Long discussion with support last night who explained the issue further, saying there was a blockage etc.. and it will be resolved in the next 72 hours...
Now I don't mind, and appreciate that it can take time to sort, but there's been no real updates throughout, only a text to say an engineer is scheduled, and only when i contact support.
The area service checker says everything is fine and dandy, so my wife and I have been tethered to my phone to work for the last 5 days, and I've had no messages/texts/emails since, to say what is happening.
Support have been really polite and helpful, but I feel like they're slightly disjointed from what's happening on the ground? it'll be good to have an engineer give me a explanation of the issue and how it will be resolved, if there are difficulties and an ETA.
Adam
You will only ever get estimates on fix times, and you may not even get those. If a job is with a 3rd party, then there seems to be a disconnect with VM during such times. Many threads here on the subject. Just note all calls, texts, etc as you are due compensation after the first 48 hours of total loss of service. Note there is no SLA on a residential contract. If WFH a backup broadband solution is recommended.
