How do I submit an area fault?

[scarab]

The broadband for my area goes down about once a week. 

However, I can't get anyone to fix it properly. 

When I go onto the status page on VM website it says everything is fine and only allows me to book an engineer visit. Given once again all the neighbours have lost connection as well it's obviously not a single router issue but the same issue as every other week.

How do I get this repaired? How can I get this logged as VM website doesn't give an option? 

Neighbours are giving up and moving providers as the outages are now so frequent. 

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Beth_G]

Hi Scarab

Thank you for your post. I'm sorry to hear you've been experiencing a few issues with your broadband performance. I've checked from this end and we cannot see any known service outages in your area or any issues with your signal at all.

Are you experiencing a singular disconnection every week, or do you go through a period of intermittency every week? Have you noticed if these issues occur at a particular time or form any sort of pattern? We'll do our best to help.

[ajsorchard]

Hello,

What you’re describing there is the exact same situation I’ve been having for about six months now. 

Again, several neighbours have VM broadband and we often ask if anyone else is experiencing the same issue to try and ascertain how widespread the issue is. 

I’ve experienced an exceedingly low level of customer service from VM. Today saw the blue flash of death with my Hub4 again. Obviously tried resetting in all the many and varied ways I know of, unplugged and reconnected all cables, tried the VM Connect app (no joy), went to the broadband area faults page and all the as well there (although I suspect there may need a substantial outage for it to trigger) and then on to the automated phone service with the same result. Customer service were the usual scripted runaround with the outcome being “Wait 24hrs and if it hasn’t fixed itself by then, we’ll call you to let you know and sort out an engineer.” 

I think because they rely so heavily on large outages to inform their fault data, one streets worth of customers probably won’t trigger it. Sadly they’re such a huge company that their level of care for one customer is low, i.e. they can lose a customer to poor service and not even notice. 

I’m moving to another company as many of your neighbours seem to be / have done. 

Sorry this wasn’t any help other than to commiserate. I hope VM do start to take customer care seriously  and be the company they really could be. 

all the best,

Andy