Forum Discussion

davidbalerno's avatar
davidbalerno
Dialled in
11 days ago

Frequent "Sorry for your network issues" texts from VM

Following some pixelation issues around noon on Sunday 21 September I rebooted my VM TV box and all was fine. I immediately checked status of TV and broadband online and there was a known problem in my area. I have had no problems at all since then with any service, speed, signal strength etc but have received texts daily from VM all this week. They either say sorry for issues and we are monitoring your connection for 24 hours or it has been monitored and your connection should be fine now. Yesterday the text said a fault had been identified (I don't have any faults) and I need to book an engineer. Today it was back to sorry for issues and we will be monitoring your connection for 24 hours. How do I stop these? Seems pointless booking an engineer and maybe getting charged as there is no problem.

Broadband
Connection
monitoring
network issue
texts

4 Replies

  • davidbalerno's avatar
    davidbalerno
    Dialled in
    6 days ago

    Update - still getting texts Monday, Tuesday and today, same messages, online account says intermittent signal today, status check says book engineer. How do I stop them?

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      4 days ago

      Hi davidbalerno 👋.

      Thanks for reaching back out to us, when there are issues with the service in your area and you subscribe for updates you will continue to receive these until the service is restored. On some occasion there can be a minor delay on messages If the service has returned, we do apologise for this and should stop soon. 

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    9 days 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 ?

    • davidbalerno's avatar
      davidbalerno
      Dialled in
      8 days ago

      Thanks for reply jbrennand. Rang the number - nothing wrong in my area. Tried website service status check with just my post code and name and it says "We can’t connect to the broadband kit in your home". Did the same check after logging in to my VM account and all services have green ticks. I am not experiencing any problems with any service. I had a new hub installed in August and it works fine. None of my neighbours with VM are having or have had any problems. Today is the first in a week I have had no text from VM. Hopefully there will be no more!