... longer wait time than normal... NOT TRUE unless you mean overnight.
Well I was moderately impressed by VM support - until now. The service is fairly reliable I guess I get a problem maybe 2 or 3 times a year and me or one of our household are active online probably 16 hours a day so we know when it goes down.
151 takes you to an automated broadband test, that often seems to fix the problem and in the recent past (the distant past wasn't so good) when that's not done the job the help desk appeared fairly competent. For the last few days broadband and TV have been going offline several times a day. Restarting the broadband modem usually fixes the problem after a few minutes.
This evening I called 151, a recording said because I'd called about the same issue recently I'd be put through to the support desk - that seems quite smart, automatically recognizing I'd got a repeat problem so it might need escalating.
That's when it all went wrong the support desk was another recording to say due to Covid 19 the support desk had closed for the day. Now comes the F***ing stupid part, the recording suggested I check the status page go to a web page to report the problem - yes I would do BUT BROADBAND IS DOWN!
It's now a bit later and after yet another reboot things are working, on recent experience that won't be for long, anyway, status page says no problems.