Last Friday my broadband service failed completely. Hub 5 went into a loop showing solid white light, flashing white light, flashing blue light and then flashing yellow light (not necessarily in that order). Its still doing that 4 days later. Have tried the +60 second pinhole reset and this did nothing, indeed, it didn't reset the hub as its not recognising the password on the hub itself.
Service status said fault in area, engineer on his way(!) and will be fixed by tea time Saturday. No neighbours reporting problem - one said they lost broadband for 15 minutes at the same time mine went down but then it came back on again. Next update arrived on Saturday saying engineer was on his way and problem will be fixed by next Wednesday 20th at 6pm. Yesterday, Sunday, I queried all this with the team on Whatsapp and was then assured it would be fixed within 24 hours ignoring the official(?) update that talked about Wednesday. Also assured that Hub 5 behaviour was consistent with the fault in my postcode area. This morning I received a further update saying engineer was actually on site and problem would be fixed by 6.00pm. It wasn't fixed and then I got another update stating that an engineer is on his way and it will be fixed by 4pm on Wednesday.
These insulting messages only serve to wind customers up so it baffles me why VM persist in sending them out unless its just a ploy to buy them a bit of time. If they haven't a clue what the problem is and don't know when it will be fixed I'd rather they came clean instead of insulting my intelligence. I am in the process of raising a complaint because I'm not prepared to tolerate this insulting behaviour any longer.
