Service in area down

[oehmg8]

VM Hub 3 here, last night around 2200 my internet went down. Frustrated me but thought maybe its a sign to go to sleep. Woke up this morning and have the message on phone "connected but no internet", switched the hub on and off and it went through the light cycle and after around 10 minutes it was working again for only around 4 mins before it went offline again.

I checked the VM service page and says theres a fault in my area in mancheater city centre where i live.

How fast do VM send out engineers to fix this if its a fault in the area or is it wise to book a engineer to visit my place and fix it?

[newapollo]

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@oehmg8 wrote:

VM Hub 3 here, last night around 2200 my internet went down. Frustrated me but thought maybe its a sign to go to sleep. Woke up this morning and have the message on phone "connected but no internet", switched the hub on and off and it went through the light cycle and after around 10 minutes it was working again for only around 4 mins before it went offline again.

I checked the VM service page and says theres a fault in my area in mancheater city centre where i live.

How fast do VM send out engineers to fix this if its a fault in the area or is it wise to book a engineer to visit my place and fix it?

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VM won't send out an engineer/tech whilst there is a known local issue, as once that issue is fixed then your connection will more than likely be restored too.

There should be an estimated fix time on the service page however this can change as the time scale depends upon the actual fault itself. 

. 

[Beth_G]

Hi oehmg8

Thanks for your post, welcome to the Community Forums.

I'm sorry to hear you had some connection issues on Sunday/Monday. How're things looking now? I've been unable to check the status of your connection on our side as I can't seem to locate you on the system, but it's something I can certainly look into further for you if you're still experiencing issues.

To answer your question, we do have different service level agreement (SLAs) times for faults depending on the priority of the issue. But how quickly we can fix an issue can depend on a few different factors such as the location of the fault and how easy it is to access. The majority of outages are reported on our service status page along with an estimated resolution date/time as you're aware. If an outage is already showing, then a home engineer visit wouldn't be required 😊