Forum Discussion

deans6571's avatar
deans6571
Wise owl
24 days ago
Solved

Fault Ref: F012026195

Please can a VM member of staff on here explain why the ‘fix’ date of this issue keeps changing from today 10th October (engineer on site) to 15th October (engineer is on his way) MULTIPLE TIMES A DAY? 

Its ridiculous. 

Since the day I signed up for texts alerts for this issue, I have so far received 32 (YES - THIRTY TWO) text messages with ‘fix’ dates swapping BACK AND FORTH between 8th October, 10th October and 15th October. 

What the heck is going on here?? 

I don’t really post on the forums anymore but it seems the times I DO make an appearance, it’s to complain about VM’s dodgy service.  I’m so glad I’m out of contract…..,

  • deans6571's avatar
    deans6571
    17 days ago

    Just to update this thread - the issue WAS finally fixed on 15th October. 

    But it doesn’t negate the fact that I was receiving multiple texts a day with fix dates ranging back and forth between multiple dates AND messages back and forth ranging from ‘engineer on site’ and ‘engineer on route’.

    Its clear these messages are automated and have zero bearing on whether or not an engineer is actually on site or not. 

     

10 Replies

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    21 days ago

    Hi deans6571,

    We're sorry to hear the estimated fix date is changing.

    The fix dates can change, however they shouldn't go back.

    We apologise if this is happening and we'll feed this back. 

    The ticket number has been updated today. Our engineers are working to fix this as quickly as possible. 

    We apologise for any inconvenience caused whilst we work to resolve this. 

    • deans6571's avatar
      deans6571
      Wise owl
      20 days ago

       

       


      This is EXACTLY my point though : today, the ETA fix time has been showing as 13th October 7pm. 

      7pm comes around and it’s now pushed back to 15th October ??

      Please tell me EXACTLY when this will be fixed - not just ‘As soon as possible’. 

      • japitts's avatar
        japitts
        Very Insightful Person
        20 days ago

        Please tell me EXACTLY when this will be fixed - not just ‘As soon as possible’.

        Having worked in telecoms fault management in the past, "as soon as possible" really is the answer. Estimated resolution times will usually be based on a combination of SLA & previous fixes for a similar issue.

  • deans6571's avatar
    deans6571
    Wise owl
    20 days ago

    I understand what you’re saying but my point is this - why does the ETA fix date keep changing DAILY???

    Yesterday morning it said 15th October. 

    Then yesterday afternoon it said 13th October. 

    This morning it says today 14th October. 

    And my text messages I keep getting from Virgin keep changing back and forth from “Engineer on route” to “Engineer on site”?! 

    Which one is it?! Are engineers ON ROUTE OR ON SITE??! 

    It really isn’t that difficult to keep customers updated but clearly this is something VM struggle with…..

  • deans6571's avatar
    deans6571
    Wise owl
    20 days ago

    …..and now just received yet ANOTHER text from VM stating the ETA fix time is back to 15th October!

    Are we playing estimated fix time lottery here or something?! 

    Sort this ridiculous situation out.
    🙄 

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      18 days ago

      Hi deans6571,

      We're sorry for any inconvenience caused by the area issue.  Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately sometimes service issues do happen from time-to-time. We'll always aim to have you back up and running ASAP, but, in some instances, this can take longer than we'd like.
       Once the issue has been resolved, your account would be reviewed for automatic compensation, you can read more on that here

      Alex_Rm

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      18 days ago

      It's VM's standard procedure in a case like yours to say the job will be fixed the next day. It reassures the customer with a text, and if they have phoned it gets them off the line - call resolved !

      This works fine if the work really happens to be done the next day, but if not the excuse begins to wear a bit thin after a few repetitions.

      There's really nothing you can do except play your part as a good little VM customer and stop complaning until they are ready to fix the problem.

       

  • Tudor's avatar
    Tudor
    Very Insightful Person
    18 days ago

    VM will not tell users what is causing any problem. Could be they are waiting for equipment to be delivered or a 3rd party to relay some cables. As there is no SLA for retail customers you just have to wait.

  • deans6571's avatar
    deans6571
    Wise owl
    17 days ago

    Just to update this thread - the issue WAS finally fixed on 15th October. 

    But it doesn’t negate the fact that I was receiving multiple texts a day with fix dates ranging back and forth between multiple dates AND messages back and forth ranging from ‘engineer on site’ and ‘engineer on route’.

    Its clear these messages are automated and have zero bearing on whether or not an engineer is actually on site or not.