Menu
Reply
  • 23
  • 0
  • 0
kenreid
Joining in
330 Views
Message 1 of 8
Flag for a moderator

Track fault reference

Hi,

I've been given a fault reference and estimated fix time by on line 'Technical Support'. They told me I could track the fault on the web site but I can't find where. Can someone enlighten me please?... or was this yet another way of fobbing me off again?

 

 

0 Kudos
Reply
  • 11.82K
  • 1.55K
  • 5.25K
Very Insightful Person
Very Insightful Person
315 Views
Message 2 of 8
Flag for a moderator

Re: Track fault reference

The latter, unless it is an area fault showing on the status page.

_________________________________________________________
Graham
I am a VM customer. There are no guarantees that my advice will work.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

Click to learn more about VIP

Use Kudos to say thanks

 

Mark as Helpful Answer if I've helped

  • 23
  • 0
  • 0
kenreid
Joining in
306 Views
Message 3 of 8
Flag for a moderator

Re: Track fault reference

Cheers Graham. As I suspected. If VM gave me half the attention when I have a problem as they did when I was buying the service I’d be happier

0 Kudos
Reply
  • 11.82K
  • 1.55K
  • 5.25K
Very Insightful Person
Very Insightful Person
301 Views
Message 4 of 8
Flag for a moderator

Re: Track fault reference

Does this relate to your Hub 3 issue thread in August or is it a new fault?

_________________________________________________________
Graham
I am a VM customer. There are no guarantees that my advice will work.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

Click to learn more about VIP

Use Kudos to say thanks

 

Mark as Helpful Answer if I've helped

0 Kudos
Reply
  • 23
  • 0
  • 0
kenreid
Joining in
299 Views
Message 5 of 8
Flag for a moderator

Re: Track fault reference

It is, but seems to be a network fault as it’s a recently cabled area and neighbours are affected too

0 Kudos
Reply
  • 11.82K
  • 1.55K
  • 5.25K
Very Insightful Person
Very Insightful Person
292 Views
Message 6 of 8
Flag for a moderator

Re: Track fault reference

Ok, I haven't read through all 31 posts on that thread.  However, as VM are engaged and, given that you have a fault reference, appear to be actively seeking a resolution, there is little more this community can do to help.  It is worth pointing out that in this type of local fault it can sometimes take an age for the engineers to track down the route cause and then resolve it.  The estimated fix times given are more akin to review dates to establish progress.

The VM Forum team should be able to update you on the progress of the fault reference.

_________________________________________________________
Graham
I am a VM customer. There are no guarantees that my advice will work.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

Click to learn more about VIP

Use Kudos to say thanks

 

Mark as Helpful Answer if I've helped

0 Kudos
Reply
  • 23
  • 0
  • 0
kenreid
Joining in
272 Views
Message 7 of 8
Flag for a moderator

Re: Track fault reference

Thanks for the advice 

0 Kudos
Reply
  • 2.39K
  • 76
  • 117
Forum Team
Forum Team
202 Views
Message 8 of 8
Flag for a moderator

Re: Track fault reference

Hi kenreid,

 

Thank you for your post. 

 

I have taken a look into your area and can see we have reported a SNR issue in your area. 

 

The current estimated fix date is 16 OCT 2019 15:00. The fault reference number is F007411008.

 

^Martin