Crap broadband service and customer service

[K31van]

Recent speed tests. Supposed to be at least 100Mbps
Service is terrible, keeps disconnecting, slowing down and reconnecting.  Has been doing this for 2 days and customer service doesn't answer in good time. Left frustrated. **bleep** service. 

[Ayisha_B]

Hi @K31van,

Welcome back to our Community Forums and thanks for your post.

I'm so sorry for the issues you've been having with your broadband and appreciate it must be frustrating not getting the right support. It's not the level of service we aim to provide. 

Don't worry, I'll be more than happy to help get things sorted for you.

I've ran some checks on our system and can see you were previously advised of a short term connectivity issue and to monitor your connection for 24 hours. I can see this is still ongoing and there's also prolonged issues with your signal levels. As such, I will need to book a technician appointment for you. 

Will pop you a PM now to confirm some details 🙂

Speak soon!

[Ayisha_B]

Thanks for confirming the requested details via PM @K31van
I've booked a technician for you to come out and have a look into the issue with your service. You can find confirmation of the visit via your online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!