Broadband

[ianjayne]

Area 14 BD2 again.

We have been up and running fine since the last debacle during July to Sept cured October until today. Some devices are continually dropping out today and now. Mainly CCTV cameras. Just done service status and systems health check and it seems there is an issue with 'services' in the area but it's not shown as broadband, only TV is flagged up..  I've done the usual reboots resets etc etc to no avail. Apparently engineers are aware and are working on 'it' whatever 'it' is.

[jbrennand]

What is being reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level?

[Sabrina_B · Accepted solution]

Hi @ianjayne  👋.

Thanks for reaching out to us, apologies for the issues that you have had with the service in your area. I am afraid that there is an outage in your area. They are attempting to fix and have given an estimated date of fix of 4th Jan at 11:20. I know this is not the news you wanted to hear, you can convey your dismay here 👉 Complaint.

Sabrina

[ianjayne]

More or less as Sabrina has posted the fault line is less exact. 

[ianjayne]

I have made a complaint (again) I'll be asking for further compensation to add to that previously awarded.  Sick of this.

[ianjayne]

Much the same as Sabrina has posted but less exact is on the phone help line

[Ilyas_Y]

Thanks for the reply @ianjayne on the forums.

Please check here for our guidance on compensation for faults as set out by OFCOM.
Let us know how you get along.

Kind regards,
Ilyas.

[ianjayne]

Thanks I’m fully aware of this. Previous issues were considered outside this automatic arrangement but fell within OFCOMS directive to ISP regarding compensation a matter to which VM is a signatory. Having said that it seems the service is a little better currently but still showing faults in my area for BB - not sure about other services . We’ll see. 

[John_GS]

Good morning @ianjayne 

Thanks for coming back to the thread.

As this fault is SNR (signal to noise ratio), it doesn't meet the criteria for Automatic Compensation set out in the policy above. 

This is because it's paid out for total loss only, not intermittent loss of service, which SNR is.

I'll send you a PM now to assist further.

[ianjayne]

Yes John I am fully aware. However the OFCOM rules or guidance to which VM/O2 is a signatory to does relate to poor service. That said the service seems to be fine currently although there is no suggestion on the status page there is anything wrong I have had no SMS confirmation the matter is yet resolved. Maybe we/VMO2 are looking at yet another degradation of the cabling as was the case previously. Not knowing where your engineers are at with this issue I am not aware of any progress, I do appreciate there is the intervening and possible affecting BH interruptions.

I have responded to your DM request for more information.