Forum Discussion

SudoPacman's avatar
SudoPacman
On our wavelength
12 months ago

Fault in area today (07), supposedly resolved, bit still massive packet loss!

Hi,

The last time I felt compelled to post was down to huge packet loss, and here we are again.

Both myself and my girlfriend work from home, and today was pretty unbearable to be honest.

 

My BQM graph is here:

 

 

 

 

 

 

 

It was meant to have been resolved at 6pm...

I'm hoping that the issue is known by the engineers to not actually be resolved, and it's going to be looked at again in the morning.

And no, I'm not factory resetting my router etc. It's not that.

Cheers,
Pacman

  • Tudor's avatar
    Tudor
    12 months ago

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

  • Tudor's avatar
    Tudor
    Very Insightful Person
    12 months ago

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

    • SudoPacman's avatar
      SudoPacman
      On our wavelength
      12 months ago

      Thanks Tudor. I'll try that number and see how I get on.

      Luckily I'm in the office today, but it looks like the loss is still terrible for the missus.

      Cheers

  • SudoPacman's avatar
    SudoPacman
    On our wavelength
    12 months ago

    Oh, didn't realise marking something as helpful would mark as solved.

    It's very much not solved...

  • SudoPacman's avatar
    SudoPacman
    On our wavelength
    12 months ago

    Rang that number and heard from the very distorted robot that there is still a fault in my area, and it's complex and might take a while to fix. Joy.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    12 months ago

    There are no SLA’s on a residential contract. If working from is a priority, then consider getting a 4G SIM based backup router. You can get 30 day SIM’s for this purpose.  At least you can work during outages. 

  • Steven_L's avatar
    Steven_L
    Forum Team
    12 months ago

    Hey SudoPacman,

    Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your connection at the moment. I have been able to locate you on our customer management systems with the information from the forums and can see that there is an SNR fault in your area with this fault you might find that these services are intermittent at the moment: Virgin Fibre and  Voice services. We are sorry and working hard to resolve this for you. 

    The estimated fix time for this issue is Tuesday 13th February at 12pm. 

    Kind Regards,

    Steven_L