Hello,
What you’re describing there is the exact same situation I’ve been having for about six months now.
Again, several neighbours have VM broadband and we often ask if anyone else is experiencing the same issue to try and ascertain how widespread the issue is.
I’ve experienced an exceedingly low level of customer service from VM. Today saw the blue flash of death with my Hub4 again. Obviously tried resetting in all the many and varied ways I know of, unplugged and reconnected all cables, tried the VM Connect app (no joy), went to the broadband area faults page and all the as well there (although I suspect there may need a substantial outage for it to trigger) and then on to the automated phone service with the same result. Customer service were the usual scripted runaround with the outcome being “Wait 24hrs and if it hasn’t fixed itself by then, we’ll call you to let you know and sort out an engineer.”
I think because they rely so heavily on large outages to inform their fault data, one streets worth of customers probably won’t trigger it. Sadly they’re such a huge company that their level of care for one customer is low, i.e. they can lose a customer to poor service and not even notice.
I’m moving to another company as many of your neighbours seem to be / have done.
Sorry this wasn’t any help other than to commiserate. I hope VM do start to take customer care seriously and be the company they really could be.
all the best,
Andy