Forum Discussion

nealbo's avatar
nealbo
Tuning in
23 days ago

My area's broadband outage estimated 6 days to fix?

My Internet went down this afternoon and after checking on the service status page for my postcode it shows a complete outage. It has jumped from an estimated fix time of 6PM today to the 24th November in 6 days...

Support unable to give anymore details. Any experience how accurate these estimates are? I can't believe they're going to take so long to resolve and leave my area with no connection at all. A lot to sort out on my side if they really are as inept as they estimate...

4 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    23 days ago

    The info VM gives out is nothing more than an estimate. Usual complaint on here is that VM gives very short fix times only for them to be extended again an again.

    You can cross-check the info on the service status page with the automated service status number 0800 561 0061 to check for any faults in your area. The phone number supposedly gives more localised info whereas the service status page covers faults over a larger area.

  • newuser23's avatar
    newuser23
    Dialled in
    23 days ago

    It's not always "inept". Some faults do take longer to fix. If a large piece of equipment needs to be replaced it has to be obtained and set up for the new location. If a duct has to be replaced under a road, the highways department may have to arrange alternate traffic routes. Sometimes even VM can be excused for loss of service :) 

    This is why everyone relying on a residential broadband connection with no service guarantee should have a standby service available. 

  • RetiredATCO's avatar
    RetiredATCO
    Superfast
    23 days ago

    If a local boy racer has taken out a cabinet for example then the fix isn't going to be instant.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    20 days ago

    Hi nealbo, 

    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 there is an open fault currently affecting you. Any fix times noted are only estimates based on the information we have at the time. 😔 Whilst we work hard to meet them, sometimes we need to extend them and this is unavoidable.

    The estimated fix time will depend on what the issue is, as well as what we need to do in order to resolve things. Sometimes this ends up being more complex so a longer fix time may be needed. Rest assured the teams will be working as hard as they can to get things resolved as soon as possible. 

    Apologies for any inconvenience caused in the meantime. 

    Many thanks,