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Internet not working in po6 area

Inu
Joining in

Service is poor not sure if roughter is faulty or the line coming into house ether way for a tech to come out it says a £25 charge how does this make sense ? I'm not happy do we get compensation for unusable service 

6 REPLIES 6

Client62
Legend

First call 0800 561 0061 - use the automated service to see if there is a service issue in your street.

Speed test the service to a Router mode Hub(3/4/5) + your device with the link below.

https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to see all the stats.
The speed at the Hub should reflect your subscription.
The speed any WiFi device draws data at is limited by its data needs and technical abilities.

Inu
Joining in

So internet has just started working nothing has been touched or reset is this some sort of scam to charge members £25 turn the internet off then turn it back on day before the technician turns up 


@Inu wrote:

So internet has just started working nothing has been touched or reset is this some sort of scam to charge members £25 turn the internet off then turn it back on day before the technician turns up 


No, most probably a local outage.

The £25 call out charge is if it's found to be a fault outside of VM's control, like your own equipment.

Oh and you don't get compensation unless it's after 48 hours of a full outage, not a poor service.

Kain_W
Forum Team (Retired)
Forum Team (Retired)

Hi Inu,

Thanks for your post and welcome to the community.

Sorry to hear that you're currently experiencing issues with your services, from checking today I can't currently see any issues.

Regarding the potential charge however, was this advised when booking the appointment?

Let us know,

Kain

They found the router to be faulty the nice tech guy changed it and was up and running very quickly but done some extra tests to be sure it wouldn't happen again it's a little slower speed but stable now so happy the £25 charge is for if you don't answer the door when the technician turns up hope this helps 

Thank you for coming back to us on this thread Inu 😊

Glad to see the fault was found If you give it a couple of days the speeds should pick up 😊.

The £25 charge is also for:

 

•    The customer is not present for the technician visit (aka a missed appointment).

 

•    The fault is due to customer's own equipment.

 

•    The fault is due to damage caused by someone at the customer's premises which we were not aware of.

 

•    The fault is due to theft, loss, or removal of equipment.

 

 

If one of the above applies and the customer is charged, this will be presented on their following monthly bill.

 

Thank you.  

Ari - Forum Team


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