I signed up to VM broadband ~1 year ago (June2020), initially the service was OK, albeit fairly intermittent, however, since January this year the service has been unbearable.
The internet will completely cut out for most the work day and I have to hotspot from my phone (dont ask how big my bill is!). VM have sent around 3 technicians to try fix the issue, each one has tried replacing everything, including the junction box outside the house, however, the internet still cuts out daily and I have to restart the box multiple times hoping it will eventually work.
In Jan 21 a technician determined the route cause of the problem to be a fault in the fibre optic and booked in a specialist to fix this. He admitted that until this issue was fixed we would continue to experience drop offs.
Our first appointment was booked in for April, which was then cancelled without us being informed. It was then rescheduled for two dates in May and both cancelled without us being informed. We now have an appointment scheduled for late June, but to be honest I have no faith that it will be fixed!
We tried to escalate this issue to customer services to no avail. We have been told that VM speed tests show our average speed is above the minimum threshold, which is a flawed if you internet is down half the day and works ok the rest!
We've now reached the end of our tether and have requested VM cancel our contract FOC as they cannot provide us with the service we have paid for, however, they won't accept this request. In lieu of that we've also requested a 4G back up service but they want £5/month extra.
I really don't want to give VM anymore of my money so i refuse to pay the termination fee.
Has anyone experienced similar and reached a resolution? Or has anyone got any advice on how to better escalate this within VM??
Please don't tell we to turn and off again! We've all watched IT crowd we know the joke, VM really do make me live it
Thanks,
Oli