Hi.
Probably in the wrong place, mods please move if appropriate.
I have been with VM for a year now with pretty much zero issues but for the last few weeks it has been nothing but a nightmare. (I live in a block with numerous VM users, everyone is affected the same way). To give you an example for the last 5 days or so:
The connection (Phone, and broadband, I don't have TV) with my Hub 3 has probably been up for 3 hours in 24. I seem to be stuck in a technical support loop.
I or somebody else affected raise a support call, (fault registered) it is flagged, and the service status page indicates the area fault, ticket number included, Engineer called etc, fix by 8-12 hrs.
Email/SMS then received, fault fixed, thank you etc etc. An hour or two if you are lucky later, router connection fault landing page, rinse and repeat. Obviously this time with a different ticket number. Groundhog day, and so it goes on.
This is of course during operational hours, outside of this you cannot raise a fault and it is off for the duration. Sometimes after running the VM test it recognises the fault and lets me book an engineer visit (also via the helpline), but of course once this is flagged as an area wide issue and 'fixed', the engineer visits are cancelled automatically.
As I say this is not a home equipment issue. Myself and every VM user here that I speak to is back on straight away once the 'fix' is done.
I work from home, do shifts that involve unsociable hours and large data packets and my work has been impossible. I have racked up a fortune in data add-ons to my mobile phone provider and barely scrape by then given the limitations.
I work in IT (not network/cable related) so am not a complete noob user. One thing I have noticed is that the router when rebooted during the outages indicates it is doing an update and either re-flashes a new firmware or reverts to factory defaults. Not every time but sometimes.
Any help gladly appreciated. Either that or if somebody could point the way or the process of getting out of my contract without financial penalties.
Thank You.