No Wifi for 4 months!!!
We entered into a contract with VM in October 2023. Almost every day we had poor signal and it kept crashing at peak time. On 9 February the service was down completely. A technician visited on 10 February and discovered a cable had to be replaced outside our property. Since then, I called Customer Service many times to ask for support – on 1, 4, 5, 6,7, 9, 14, and 15 April. A technician came on 16 April and concluded he couldn’t assist, and we needed to make another appointment to have a cable replaced outside our property.
Again, numerous phone calls and appointments were booked for 1, 8, and 16 May that were then cancelled without warning and moved to different dates.
I made a complaint on 2 May as the technician didn’t come and received an email containing false information, stating VM are “happy to be able to resolve the issue” when the issue was far from resolved and still is not.
My last appointment for 16 May was again changed to 30 May. This is absolutely unacceptable!
Every time I call Customer service to complain they have no shame in saying, “They guarantee it will be done next time” and it never gets done.
We have been without Internet (but paying for it ) for over 3 months. Two members of the family work from home. The lack of Wi-Fi has greatly impacted our business. We have to rely on paying for additional mobile data, hotspots and working from shared office space. In addition, we suffered loss of business and missed on contracts.
At this point we have no confidence that VM will come and sort this out and we don't know what to do.
We would appreciate any advice on how to deal with this as we are so fed up!
However even as a residential customer you are entitled to compensation if you have a total loss of service. Merely poor or intermittent service doesn't count.