Forum Discussion

dstool's avatar
dstool
Tuning in
27 days ago

Total blackout since 13th July

I'm in SL6 postcode and had a total blackout on 13th July and went for the rest of the month with no broadband, wifi, tv or phone. Broadband has started working intermittently in the past few days but no TV. The expected fix date keeps getting pushed back, currently says tomorrow, but we will see... VM says many are affected in my area and they are checking "from the cabinets to the Omni...." whatever that means. Anyone know more about the nature of the problem and when it may be fixed? My wife is supposed to be working from home and feels rather foolish keep telling her employer different dates when she will be able to WFH again... rather frustrating. It's great having 1.2Gb speed - when it works.

3 Replies

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    24 days ago

    Hi dstool,

    Thanks for your post and welcome to our community.

    We're very sorry to hear about the service issues you're having. 

    There is an SNR issue in that postcode region. SNR is a network issue, the engineers will be looking at amplitude of the signal in the area. SNR is quite complex which is why the estimated fix times can change. 

    The current estimated fix date is 12/08/25. 

    This shouldn't cause a total loss of service, however you may have find the service is intermittent on some days. 

    Do you currently have no service at all?

    Could you please reboot the hub and check all connections are secure?

    Please pop back to us when you can. 

    • dstool's avatar
      dstool
      Tuning in
      20 days ago

      Hi I have had broadband only for maybe 2 or three days intermittently last week but it has gone again. I reboot the hub every day leaving it off for over one minute and checked connections to my hub. On the occasions that it has started working, the hub just started working normally on its own without my rebooting it. TV has not worked since July 13th. Operatives on the VM chat told me there are "5 outages affecting the platform" and "a few cables have been cutoff" and engineers are "checking from cabinets to Omni".

      Texts from VM have assured me it will be fixed by21st July, then 23rd, then 25th, then 31st, then 6th August, now 12th August. I'm obviously not too confident about the estimated fix dates. VM chat told me today engineers are nearly at the end of the job. I obviously don't know where Community Forum Team or VM chat get their fault information from but a "SNR issue" sounds physically quite different from "a few cables have been cutoff".

      I'm getting desperate now as my wife's WFH job is at risk and she has told given her employer 5 dates so far when it will be fixed which have all turned out to be not true and this has made her look quite foolish. Let's see what happens tomorrow which is the latest estimated fix date... otherwise I may be saying goodbye to VM soon!

       

       

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        18 days ago

        Hey dstool, thank you for reaching out and we are so sorry to hear about the area outage.

        We understand how frustrating these are and often they get extended due to the nature of these.

        SNR (Signal to Noise Ratio) outages refer to disruptions in broadband service caused by interference or noise affecting the signal. This noise can originate anywhere on the network and is a common cause of intermittent or complete loss of internet connectivity