Forum Discussion

narc1999's avatar
narc1999
Dialled in
15 days ago

Regular loss of service

After a couple of engineer visits where I’ve presented them with evidence of a problem elsewhere in the network (ie not inside my home)  courtesy of Sam Knows data, we’ve finally got to the point of an engineer acknowledging an issue at the green box in the street. Great. But in the meantime I have incredibly unreliable BB and my family are eating through their mobile data whilst I’m still paying for BB. Do VM not refund the cost of service in these circumstances? As I say, I’m having hotspot off my phone whenever I have an important Teams call because the VM BB is so unreliable currently and I’ve not been given and timeframe for a fix. If it continues like this I’ll have to leave for other providers. 

I don’t seem to be able to speak to a person. 

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      11 days ago

      Hi narc1999 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues you are facing with your service. Apologies for the delay in responding, can I ask since your post have you been able to get the issue resolved?

      Please let us know. 

      Sabrina

      • narc1999's avatar
        narc1999
        Dialled in
        11 days ago

        I’ve had no contact and no real sign things have changed. 3 days without disconnections this week but we’ve had that before. 

         

    • Carley_S's avatar
      Carley_S
      Forum Team
      7 days ago

      Does the service status page advise of any known issues when it does go down for you? You can check here when you next experience issues. 

      If not, do you see any changes to the hub lights at all when you're affected by these connection concerns?

      Does this affect any devices connected directly into the router via ethernet cable?