Xgs-pon down South Wales (Fault ticket - F011072779)

Best to check for local faults on 0800 561 0061. 

Where in Wales do you have XGS-PON BTW? 

I’m having exactly the same issue in Caerphilly area. App and website say no issues detected, the phone line provided below says there is one- but there was no direction anywhere on the app or on their regular phone line to try the 0800 number below. Very odd.

Caerphilly area.

Is that number for VM or BT (thanks for the info btw)

The phone number below is always the best option. It gives info down to post code level, well before the app info is available.

I have no broadband and I am in Pontypridd in south Wales. I am unable to confirm any issues in my area and speaking to a human is nigh on impossible. I am starting to think that the extra speed is not worth enduring the shocking customer service. Can anyone throw any light on the issue. My sincere thanks.

Hi M. I have the same issue in Pontypridd and I am likewise unable to get a straight answer. Have you revived any updates?

Well, to say I am both frustrated and disappointed is an understatement.

Been on the phone to VM 5 times today. Two of those times, I was on hold for ~20 mins, then as soon as the call got connected, they hung up. Twice.  One of those, I was passed from first line to second line, with a ~15 min wait AFTER the ~20 minute wait because apparently a different team deals with XGS-PON. Well, why wasn't I put through to that team in the first place?

Anyway, with regards the ongoing fault...an update (albeit shoddy one)

VM are aware and its affecting an entire borough.

I work from home and have lost 7.5 hours productivity/revenue thus far. I asked about an estimated fix time and compensation. What I was informed was absolutely shocking.

1. Fix time - 24-48 hours (estimated) -- Really? An issue affecting an entire borough and it takes this long to fix?
2. Compensation = ~£9 a day AFTER two days of full service outage. Ok, so the two days lost revenue I incur as a result of not being able to do my job, I'm awarded a paltry ~£9 per day when I'm losing well over £100 per day?? That's lush. Thanks for that. Basically a big "suck it up buttercup" from VM to all customers. I even asked about having a good will gesture (in the form of a month free service or something to that effect) seeing as how I'm only a few days into having XGS-PON and was informed "sorry we don't have the power to do that". I find that extremely hard to believe....

So, in short:

1. 1-2 days estimated outage (tough luck everyone - deal with it)
2. No compensation whatsoever (because they will undoubtedly try to fix it within the 2-day pre-requisite compensation window)
3. No apologies for those who are self employed and lose money as a result of service outage
4. STILL no update on the VM app/website for the service outage affecting an ENTIRE BOROUGH since 11pm LAST NIGHT.

I'm sorry but that is shocking.

The INSTANT this because a known issue, your app/website should have been updated IMMEDIATELY. The fact it hasn't is testament to your lackadaiscal and care-free nature regarding this whole scenario.

I expected more from VM. I'm stuck in a position where I have no choice at present because you are the only FTTP provider in the area. People certainly weren't lying when they said the customer service and ability to resolve issues was atrocious when researching into VM prior to purchase.

If this is a snapshot of my expected experience with VM after only a few days, then I'll be sure to jump ship the INSTANT another service comes along.

Disgusted. Truly.

M.

I am having exactly the same issue in Llanharan, RCT

Same here in Pontypridd- got told at 3pm that every user with a hub 5x is affected. Expected fix in 24 to 48 hours 

As an aside I was also told that a flashing blue light on the new hub5x indicates a network issue …..