Hi Folks.
Hoping others may have had the same issue and can advise how to progress. Like many others, I'm still annoyed that VM attempted to increase prices, despite agreeing to a contract with us until x period of time. I feel sorry for those that didn't challenge it and may now be paying more.
We regularly have outages and issues with speed, but we've now had a total loss of service. I called VM for help twice yesterday, and struggled heavily with customer service. I advised that when I used the service checker, it was listing an issue with TV within my area that a technician was working on and aimed to have resolved by today by 1600. I was told there was no issue and that when testing our broadband they were getting signal to our address. We were told multiple times to turn the hub off & on. Advising that I should leave it off for 40-60 seconds before turning it on where it may take 15-40 minutes for it to come back online fully. Within <10 seconds of trying this (multiple times), I would be asked if everything was working again. Clearly not as they'd previously advised it could take prolonged periods to come online again.
It was then suggested that it was the WiFi signal inside the house causing the issues, despite telling the tech support that we use ethernet for the computers. My partner works from home, and as such has been unable to for the last 48 hours. We've had to make alternative plans which isn't ideal, but managing. It was ultimately advised a technician would have to visit the address and we were issued a 4 hour slot. The chap showed up towards the end of the time slot, and quickly advised the fibre is broken as we've had a total loss of service. He said it would have to be another company (Kier) that come to replace it as VM don't deal with that. 😐. I'm still awaiting their arrival as I was told that he couldn't give me a time or date, but hopefully today at some point. I'm stuck in the house when I have a thousand things to do awaiting their arrival. We were advised when the install took place that they would bury the cable under the ground. However it's since come to light that they've opted to tuck it under weed fabric or piles of bark / leaves on the ground. We only discovered this as my neighbour was repairing a wall and informed us. I thought my neighbour may have either moved the wire or damaged it somehow, but when I pulled back the fabric to look it's clear that it's not been moved for some time.
I had a look at the box he said had no lights showing at the front of the house. It's a 'Boostral 710'. i can see 'Opt in' has a red light. Power is green, and there's no light showing for 'Opt out'. Has anyone had similar issues? I'm just concerned at this point when Kier show up. They'll then tell me it's not an issue with the fibre and the saga will keep going. VM have advised they do not refund money until you're >72 hours with no service. I genuinely feel the service has been horrendous, but as BT / SKY speeds are so slow we are trapped with them. Hope others are fairing better!
