I joined VM on 11 Mar 24. It has been 1 thing after another in the 36 days since.
First of all the engineer arrived and told me he couldn’t install at the rear of my home as “ he didn’t have enough cable “ then he said that I couldn’t use my own TP Lonk Arched WiFi 6E router despite being assured both the above by the salesman.
I told him just to forget it no harm done etc. 20 mins later he knocked & said his manager told him to install at the rear if it meant I wouldn’t cancel. This despite him not having enough cable.
Magically sufficient cable appeared & he also said that I could use Modem mode once installed. I let him go ahead.
When he left I went outside to look at the route he took & couldn’t believe my eyes. He ran the white cable along the middle of a dry dash panel instead of using the base course as anyone else would do, but that’s just the beginning, the cable was up and down like a graph on a ECG machine not straight & to add insult he went OVER the down pipes & gas pipes no effort to hide anything. Disgraceful.
I immediately complained and was assured other engineers would rectify. The service however was fine I’ve got to say.
So from 11th Mar- 8th Apr all was ok other than the wiring & the fact there’s no Modem mode. I used DMZ to get over that hurdle.
Now, the new engineers did a great job reworking the cable around my property & were extra apologetic. They remarked that they would have to report the original engineer as they couldn’t believe he would do an install in such a fashion. All good I’m thinking.
Nearly right away when they drove off my hub started to flash red and I would reboot to no avail I even reset on numerous occasions. Nothing.
I have been onto numerous technicians who deal exclusively with the 5x hub to be told anything from
1. there isn’t any issue
2. We are still testing this hub it’s a trial with certain customers
3. Service is down in my area ( downstairs neighbour isn’t )
4. We will monitor for 24 hours ( they did, fobbed off with excuse No 1 )
What I really want to know is … Can I get out this contract as the service I am receiving is awful and not fit for purpose. I rely heavily on a stable connection for work purposes. It’s been only 36 days. I want out.
Note: I unplugged the other router and exclusively tried just the hub 5x but the result is the same.
Any advice will be greatly appreciated & I apologise for the long winded post but it’s been a long winded process believe me. Shoved from pillar to post.
