this is my first post, but i need some help from someone please !!
I logged a broadband service outage online around the 13th/14th Jan which was an issue at VM's end. the service was on again the following day.
however, from then on i had intermittent outage on my broadband for the rest of the week - hours at a time and predominantly during the day.
VM then sent an engineer on 20th Jan who disconnected a silver block that was connected to the back of the modem (this was from the original installation date) and everything has been ok since.
i am EXCEEDINGLY disappointed to now receive a full bill although i haven't received a full service.
i have just spoken to one of their customer services advisers (who was very polite) and basically been told tough because the service wasn't out for a whole 24hours at a time. this just isn't acceptable!
i wasn't receiving a full service for each of those days so why should i be getting charged for a faulty service (through no fault of mine).
how can i take this matter further and get someone to talk some sense ?
Firstly set up a BQM at thinkbroadband.com - this will give you an insight into what is happening with the signal coming into the property, it will take a few hours to get any kind of trend showing.
Post a link to your BQM on here.
It may be a good idea to carry out a factory reset on the Hub …
With the Hub Powered on use a paperclip or similar do a pinhole reset.
Depress the pinhole switch for a timed 60 seconds then release.
DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.
Once a steady white and no other lights are illuminated check your system again.
Type 192.168.0.1 into your browser URL bar and press enter. When the page appears DO NOT LOG IN but click ‘Check Router Status’. Copy and paste the contents of each tab onto here, a Guru will be along soon to decipher the info.