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Lightning
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NO SERVICE in Northolt, Greenford, Harrow, Ealing/Reading. (VM DOING ILLEGAL ACTIVITIES)

I am absolutely disgusted and shocked by what I am witnessing. 

 

The service has been dead in Northolt, Greenford, Harrow, Ealing since Wednesday - 20th. This is the 3rd day with literally no service at all; the broadband is completely dead. We've received multiple text notifications of continuous delays - it never ends. I've already received over a dozen messages regarding the never-ending delays. 

 

On Thursday at 10:18am you sent a text message saying that the issue was fixed - this was never the case and the reason why you sent this text was to avoid compensating the customers. To be clear - at no point was anyone able to access the broadband since Wednesday - 20th Jan at around midday. VM however decided to close the initial problem and falsely tell everyone that the issue was resolved - even though it never was (hence the reason we have 2 ref numbers now).

I am personally going to reach out to media outlets, as well as regulatory companies which look after the interest of citizens. You just dug yourself a grave for illegally sending this false message by trying to avoid compensating us. This is completely illegal and all of this is well documented; absolutely disgusting.


Below is a more detailed info of the text messages received from VM regarding the delays. The first part indicates VM's "estimated repair time".

 

F008753324
1) 21/01/2021 - 10:00 (received at 19:52 on Wed)
2) 21/01/2021 - 20:00 (received at 09:25 on Thu)
3) "this issue is now fixed" (received at 10:18 on Thu) --- false information sent by VM to avoid paying compensation to customers.

F008753175
4) 22/01/2021 - 10:00 (received at 19:39 on Thu)
5) 22/01/2021 - 12:00 (received at 09:46 on Thu)
6) 22/01/2021 - 14:00 (received at 11:43 on Thu)
7) 22/01/2021 - 18:00 (received at 11:49 on Thu)

 

 

I strongly suggest for those of you who are in the same situation to report them to OFCOM with all the details:

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

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jbrennand
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Message 2 of 35
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Re: NO SERVICE in Northolt, Greenford, Harrow, Ealing/Reading. (VM DOING ILLEGAL ACTIVITIES)

You ring this number 0800 561 0061 and it will say if there is a fault and offer to start the compensation timer clock for you. As per this policy.....

https://www.virginmedia.com/help/automatic-compensation

https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: NO SERVICE in Northolt, Greenford, Harrow, Ealing/Reading. (VM DOING ILLEGAL ACTIVITIES)

You just dug yourself a grave for illegally sending this false message by trying to avoid compensating us...

Don't shoot me boss, how much you want? I only got a tenner but you can have it just dont shoot.

Seriously though OFCOM is specifically designed to take the side of the corporation, not the consumer.
Pretty sure they will demand some very rigorous proof of what you are saying
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Lightning
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Re: NO SERVICE in Northolt, Greenford, Harrow, Ealing/Reading. (VM DOING ILLEGAL ACTIVITIES)

Below is a more detailed info of the text messages received from VM regarding the delays. The first part indicates VM's "estimated repair time". 

The text message received on Thursday at 10:18 is completely false information and I am shocked by what VM are trying to do here. The reason why they said that it was "fixed" is purely to avoid compensating the people. To be clear - at no point was anyone able to access the broadband since Wednesday - 20th Jan at around midday. VM however decided to close the initial problem and falsely tell everyone that the issue was resolved - even though it never was (hence the reason we have 2 ref numbers now).

 

F008753324
1) 21/01/2021 - 10:00 (received at 19:52 on Wed)
2) 21/01/2021 - 20:00 (received at 09:25 on Thu)
3) "this issue is now fixed" (received at 10:18 on Thu)

F008753175
4) 22/01/2021 - 10:00 (received at 19:39 on Thu)
5) 22/01/2021 - 12:00 (received at 09:46 on Thu)
6) 22/01/2021 - 14:00 (received at 11:43 on Thu)
7) 22/01/2021 - 18:00 (received at 11:49 on Thu)

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gary_dexter
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Message 5 of 35
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Re: NO SERVICE in Northolt, Greenford, Harrow, Ealing/Reading. (VM DOING ILLEGAL ACTIVITIES)

It’s not illegal, despite what you may think.

Fix dates are estimated only.

Id suggest getting off your high horse before making a fool out of yourself even more so.


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Lightning
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Re: NO SERVICE in Northolt, Greenford, Harrow, Ealing/Reading. (VM DOING ILLEGAL ACTIVITIES)

It IS illegal. Read again what I said. I am not complaining about the delays/how many times they delayed the repair times.

 

They sent a message stating that the issue was fixed - it was NEVER fixed. The issue has been ongoing since Wednesday and no one has been able to access any of their services since. The only reason why we got that fake message saying that it was fixed was due to VM staff trying to avoid paying the compensation to customers. This is why we have 2 ref. numbers - because they closed the initial case to avoid paying compensation.

gary_dexter
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Re: NO SERVICE in Northolt, Greenford, Harrow, Ealing/Reading. (VM DOING ILLEGAL ACTIVITIES)

Different fault numbers. Different issues. It has nothing to do with the compensation process.

If you have a total loss of connection for 48 consecutive hours then you’re entitled to compensation regardless of how many faults and fault numbers are issued.

Note that it’s a consecutive total loss of service, not intermittent on and off service.


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Re: NO SERVICE in Northolt, Greenford, Harrow, Ealing/Reading. (VM DOING ILLEGAL ACTIVITIES)

You're yet again completely missing the point. The way that VM compensation process works is by automatically keeping track of issue by registering a loss of service. This is recorded under the reference number. As the initial ref number was marked by VM team as "solved/fixed" - we are no longer eligible for compensation. They intentionally closed the initial ref to avoid paying compensation and as the issue was still ongoing (was never fixed to begin with) - they opened a new ref and yes we can once again register for loss of service again - but the amount of time lost for no service will not be added together from 2 ref numbers.
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Message 9 of 35
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Re: NO SERVICE in Northolt, Greenford, Harrow, Ealing/Reading. (VM DOING ILLEGAL ACTIVITIES)

No that’s not true. But you crack on 🙄


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Rachael_F
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Re: NO SERVICE in Northolt, Greenford, Harrow, Ealing/Reading. (VM DOING ILLEGAL ACTIVITIES)

Hi Lightning,

 

Thank you for reaching out with your concerns regarding an ongoing outage in your area. I believe I've also responded to your comments on Twitter, so thank you for providing the fault references here which allow me to investigate further. I've conducted a detailed appraisal of the situation and am happy to provide further information for you here.

 

First of all, I'd like to thank jbrennand and Gary for their attempts to clarify our Automatic Compensation process and how different fault tickets work. They are valued members of our community and provide brilliant support on numerous threads across these community forums.

 

As stated on Twitter, I can assure you that we would never close a ticket as resolved for the purpose of avoiding contractual obligations or regulatory requirements. Fault tickets are closely monitored and would only ever be closed once the relevant issue had been addressed. All tickets are numbered chronologically, so you can actually see that the second reference you've provided is for a ticket that was raised earlier than the other. This means that the resolution of the later ticket does not impact the earlier one and would have no bearing on any eligibility for our Automatic Compensation scheme. As long as you have registered your loss of service accordingly, you would be compensated in kind for any issues which exceed 2 full working days.

 

As has been advised already, these two tickets are referring to slightly different issues. F008753175 is the master ticket for a fault in the wider area, whereas F008753324 is one of several tickets that was raised for a specific section of the network. Each individual "child" ticket would be closed down as that part of the network is restored or confirmed as being part of the wider fault. If you are close to the boundary of different branches of our network, you may find that entering your postcode on our service page brings up a fault reference which isn't actually linked to the cables use to provide your service.

 

In this situation, it appears that F008753324 was closed as the fault was identified to be part of the wider problem. There is therefore no value in having multiple tickets open for the same fault and all updates would be provided on the main ticket (whilst being copied automatically onto any linked tickets, whether open or closed). Unfortunately, any updates sent via SMS are automated, meaning that you received confirmation that the problem was fixed, despite the overall issue being unresolved. This does not mean that we are falsifying records, simply that we have collated all relevant information into one location for accuracy and ease of resolution. The reason you are now seeing a different reference is that we have confirmed the problem you are having is the related to the previous ticket raised. You are now seeing more accurate information for a ticket that was raised earlier than what you'd seen before.

 

Our local engineers have been working continuously throughout the day and night to restore full functionality to the surrounding areas. Unfortunately, they initially struggled to gain the necessary access due to a badly parked car. This has been addressed but there is a significant amount of work required to repair the underlying issue. I can see that our team have been on site 24 hours a day attempting to resolve the problem and have been providing regular internal updates. As the root of this issue has been investigated and the necessary work evaluated, estimated fix times have been updated as appropriate.


I can certainly appreciate your frustration at being without service, particularly during these trying times, but we are most definitely doing everything possible to get all services back up and running as swiftly as we're able. If you have any further questions or concerns relating to this issue, please don't hesitate to comment below.

 

Thanks,

Rachael