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Wolfie902's avatar
Wolfie902
Tuning in
11 months ago

Broadband and TV down for three days

Broadband and TV been off for three days not happy.

Do there engineer's only work 8.00 am to 5.00 pm as when I look at Virgin media status be fixed at 10.05am  then changes at 6.00 pm to be fixed same time but next now telling me estimated time to be fixed 5.06 pm why couldn't they fix the first time ?

Had two texts saying its fixed even though it was not, is this because they don't have to pay compensation.

Need better quality information why its out and a realistic time it will be fixed.

Good job my house phone is not plugged off the back of it or my at risk wife would be in trouble

 

3 Replies

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

    VM will only give an estimated fix time, problems can become more serious when investigated. What do you want VM to do, say it’s not going to be fixed until 1st August and the it’s fixed tomorrow or say it’s going to be fixed tomorrow, but it’s not fixed until the day after.

  • japitts's avatar
    japitts
    Very Insightful Person
    11 months ago

    The vast majority of unplanned outages will be first spotted by remote monitoring/NMC teams. They'll perform first-line triage and the restoration time will be estimated based either on the fault-SLA or the best info available at the time.

    Fault restoration times will always be a best guess at the time, no fault is intentionally left unresolved for longer than necessary - but there are numerous reasons why the ETR can alter as fault restoration work progresses.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    11 months ago

    Your house phone is going to be plugged into the back of a hub, be it from VM, BT, Sky, Vodafone, etc, as PSTN will be decommissioned.