XGS-PON down - South Wales, Caerphilly - second outage in 2 months.
Hi,
I am on XGS-PON with the Hub 5x. Internet has been down for 3 days, and the Hub has been flashing red intermittently since. This is the second time it has been down for 2+ days in 2 months. Powering off on the device for 15 minutes and turning back on/checking cables does not resolve the issue.
Checking the VM app and running diagnostics and viewing the status page, it shows everything as green. I phoned VM 3 days ago to log a fault and was informed that a red light means there is a problem with the VM network and that an engineer would be called out to visit me yesterday (8th) between 4pm-7pm.
Consequently, I booked the day off work so I could be there. The engineer was a no-show.
I phoned up VM at around 7:30pm to ask what is going on and was informed the following:
- There is a "known fault in the area.”
- The engineer visit was cancelled by VM because of this (I wasn't informed)
- There is a dedicated team who deal with this (whom first line couldn't get the number for and kept me on hold for 20 minutes whilst he looked, then ended up transferring me, waited another 15 minutes, and then the call terminated. Great.)
Trying my best to keep calm as I type this because I am livid; but I have some questions and concerns:
1. Why wasn't I informed, either via call/text/e-mail that my visit was cancelled?
2. I lost an entire day for a no-show and have been without internet for 3 days. Everything is tied to it. My heating, lighting, scheduling, smart devices. Everything. I also work from home so functional and stable internet is paramount. What can I expect in terms of compensation?
3. If you are aware there is a fault, why doesn't your app status page and Web page reflect this? If there is a fault, it should not say everything is fine - it should clearly show there is a fault. This is the second time your status pages have failed to give the correct information.
4. How long will this take to be resolved?
5. Will you be able to send an engineer out now given that there is an obvious conflict of information?
I would really appreciate a VM representatives input here. I want to get this resolved as soon as possible.
Kind Regards
M.