on 01-01-2022 18:01
Hi, for the past 3-4 days, multiple times a day, my internet keeps dropping out for a 5-15 minutes at a time. The VM Care site shows there is a problem in my area, but shows no fix date. My Area reference is 03.
Could someone from VM find out a fix date for this problem? It's greatly affecting my ability to work from home.
I've run the "Test your Hub" check on the VM Care site. I get a message saying,
>Looks like there are issues in your postcode affecting your services
>There's a broadband issue in your area and our engineers are on the case to fix things. Check back here at any time for updates.
But there's no date shown after it.
The behaviour is the same as my SNR issues from November. But at least this time the test is showing the issue already. Just no date!
Also why does the postcode service checker show no problems, but when I do the 'test your hub' step it says there are issues in my area? The mixed messaging is confusing.
(Sorry for no screenshots and links; I've tried posting this thread multiple times but it keeps getting removed.)
Answered! Go to Answer
on 01-01-2022 18:54
What does the automated status line say? 0800 5610061 is often the most reliable way of checking for postcode-level faults.
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on 01-01-2022 18:04
on 01-01-2022 18:54
What does the automated status line say? 0800 5610061 is often the most reliable way of checking for postcode-level faults.
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on 01-01-2022 19:04
Hey @japitts that was useful thanks! The automated line did say there was a problem in my area, and the message was something like "As this is a complex issue, it is taking us a little longer than usual."
So in a way it's equivalent to the message I see on the VM Care site. No specific date but it does indicate that (hopefully) someone's working on it. It's a bit concerning that there's no date though, but I guess nothing I can do except wait.
on 01-01-2022 19:17
Residential services have no SLA’s for faults/outages and their associated repairs.
on 04-01-2022 09:22
Hi varimathras thanks for coming back to us.
I am sorry to hear of the issues impacting your services. I can see that my colleague Steven has provided you with an update on another thread. I have had another check and the estimated fix time has been brought forward to today at 6:00pm. However, I do need to reiterate that the key word is 'estimated' sorry.
Regards
Lee_R
on 04-01-2022 19:00
No problem thanks for looking at the thread, it's still useful to me.
I've been running a broadband quality monitor since January 1. The past 2 days (today included) have been very good. No problems, and I have been able to work. So something must have been fixed or at least the situation is getting better. Thanks.
on 07-01-2022 14:35
Hi there @varimathras
Thank you so much for your post and I'm so glad to see things are looking better!
Can I ask how things have been since your last post?
Thank you.
on 07-01-2022 16:35