M350 Intermittent broadband. Two engineer visit but the problem still remains.
Hi, since the end of May, I am experiencing intermittent broadband. Initially, it started with a longer dropout, especially in the afternoon and then stable service in the evening. Booked an engineer. An engineer came and told me they can’t see any issues and everything is fine. The service started getting worse instead and my thought was maybe it could be due to VM and O2 partnership. Thus, I gave a couple of days, hoping that service will get back to normal but I was wrong. I booked an engineer again.
On this occasion, an engineer came and replaced the existing cable connected to the VM hub 3 from the wall socket, replaced VM hub 3, inspected cable coming into the house and wall socket, and replaced some old connectors with the new one. Basically, they did a quite lot of work this time unlike the previous one, who just went through their tablet logs and told me everything is fine and wouldn’t check or inspect anything because the VM hub was in modem mode and therefore, told me that they can’t inspect thoroughly. While the service improved slightly with fewer dropout, it has gone downhill again since this week. The broadband is frequently intermittent, especially in the afternoon, making me unable to work from home and commute to the office to work instead. I have tried everything they asked for, reset the hub, router/modem mode, wired/wireless connection, checked service status, which funnily shows no broadband issues. In the past, I had occasional issues but not any in this fashion. The service has been an absolute nightmare in the last 3 weeks, especially after the partnership announcement.
Moreover, I also recently realised that VM has been charging me £3.50 more every month in the last three month since they updated my contract. While this has been resolved after phoning them with correction credit applied, I am still not happy with their overall service and as a long-time customer, I am sad to say that I will be exploring other providers if the service doesn’t pick up, even though I still got 8 months left on my contract.
Welcome back to our Community Forum! Thank you for getting in touch about your issue, and I'm sorry to hear that you're having ongoing connection issues after two technician appointments.
Than you for confirming that there are no ongoing area issues. This can always be found on our Service Status page or by calling our Automated Service Status line on 0800 561 0061.
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