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johnmac4321's avatar
johnmac4321
Joining in
3 days ago

Intermittent signal in your area

Last Wednesday (3rd Sep)  my broadband went off and at 2:20pm I received a text message saying there is an outage in my area and they are working on it. I received another text at 8pm saying they had now fixed the problem which indeed they had when I checked. However at 10pm it went off again. The next morning it was still off but came on again later that day.

This has been happening now for the last 7 days, going off and coming back on again several times a day. No more text messages from VM so I checked their Service status on my dashboard on the VM website and after entering my postcode it said "Intermittent signal in your area. We're looking into it". This has been the same message for several days now.

Finally getting fed up waiting for them to fix it I contacted them via chat (for 3 and a half hours) and despite being put through to Technical and then Fault advisers none of them had a clue what was going on. I kept on asking what the intermittent fault was but they all denied there was a problem and they all kept trying to fob me off by getting me to book an engineer to visit my house so they could wash their hands of me. In the end I gave in and have an engineer calling this Saturday. But the problem isn't in my house, it's the intermittent signal in my area as reported on VM's website. 

My house is in the L34 area of Prescot and normally when I do a broadband speed check it says my geolocation is St Helens (about 4 miles away) but now when I do a speed check it gives me a location such as Lincoln or London. Clearly they are re-routing my internet access around the UK because of the "Intermittent service in my area".

I actually tried to cancel my contract with VM but they said I would have to pay the early cancellation fee. I have 12 months left on my contract so that would be a lot of money so I don't want to be stuck with a faulty broadband for the next 12 months.

As I cannot get any information out of VM can someone please advise as to how I find out who to contact to find out when the fault be repaired.

Thanks

 

 

1 Reply

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    10 hours ago

    Hi johnmac4321, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've been having an issue with your services. Checking things here, we can see you've spoken to the teams and they've arranges an engineer visit for you. 

    Do let us know how the visit goes or if you need any further help or support. 

    Many thanks,