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fronty's avatar
fronty
Tuning in
2 months ago

Total loss of service

Hi, I have been suffering total loss of service since last night, my wife and I both work from home so today has been awful. I managed to get us up and running using a 4G USB dongle but have already used 10GB and it needs topping up again. The kids are going spare!

I did manage to get through to someone at VM who said there is an issue in our area but it was very noisy in the background and I struggled to understand what he was saying, but he did give me the remedy ticket number, F011738783 - can someone from VM look this up and tell me what it says and when the issue is likely to be fixed?

FWIW, we had another outage last week that lasted 9 hours - I have only been with VM for a month and pretty disappointed with the service so far, my previous internet connection (VDSL with PlusNet) was rock solid, I'm beginning to regret switching.

Thanks,

Fronty

 

no broadband

5 Replies

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  • fronty's avatar
    fronty
    Tuning in
    2 months ago

    I'm in area 31 if that helps, live just south of Reading, RG26 postcode.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 months ago

      Hey fronty, thank you for reaching out and a warm welcome to the community, we are so sorry to hear you are suffering from an area out.

       The outage is an SNR outage - SNR (signal to noise ratio). This is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose. This is because noise can ingress anywhere on our network. This affects the whole area.

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 months ago

    You have a residential contract with no SLA, like most ‘home’ broadband contracts. If you totally depend on broadband you should really have a business connection which gives you an SLA. Also you need a tried and tested standby. 
    I use two ISPs, VM and Open Infra. My Ubiquiti router allows me to always have both active with traffic split 50/50 between them. I have never been a believer of having a ‘standby’ solution that even if you tested it yesterday may not work today. Been working in IT since 1967 and seen many failures due to inadequate standbys. 

  • fronty's avatar
    fronty
    Tuning in
    2 months ago

    Service was restored on Saturday around 2.30pm in the end. The dongle works in my Draytek router so it actually fails over quite nicely. That's 2 outages in as many weeks, I hope this isn't indicative of the service I can expect to receive going forwards.