s9750
On our wavelength
Joined 11 years ago
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Broadband issues
I live in the EH52 area in West Lothian. Had issues with our Broadband yesterday morning and after all the checks an engineer visit was booked for Saturday. Late yesterday I got a message to say the engineer visit was cancelled and that they were now aware of an issue in the area that was causing the problems with the Broadband and TV services. The estimated fix time was today at 1408. That has just been changed to 26th at 1008. Is this serious? Are we expected to be without the services for 6 days? Can someone please confirm this, surely with that length of outage we should have been contacted directly, should we not?102Views0likes5CommentsRe: Home Phone Fault - Information
Second engineer arrived today and he carried out a factory reset of the Hub 5, which of course I could have done if advised by the agent I spoke with. Anyway after the reset and once the Hub had rebooted the phone is now working again. His best guess was the Hub had received an update which for some reason had not completed. Now hoping they will add compensation to my account for the 5 - 6 days we were without service.400Views0likes1CommentRe: Home Phone Fault - Information
Still not working and have had no contact back from technician. Called again today and the agent ran more checks on the line and said they had failed. Another engineer appointment made for Wednesday, which will be 6 days without landline. Hopefully he can fix it.427Views0likes3CommentsHome Phone Fault - Information
Thought I should add my tuppence worth. Our phone became faulty on Friday. Calling out we were met with - 'This number is currently unavailable' Incoming calls couldn't get through. Spookily it seemed if we were calling another Virgin Media line it worked, as did calling mobiles. Tried calling in from my own mobile and it just cut off. Had to phone twice to report it after getting cut off by the first operator. Couldn't fix it and engineer arranged. Engineer arrived as scheduled yesterday. Before he even cam in he said there was a national fault involving Hub 5's and he wouldn't be able to fix it. He dialled a number to try and get a call back which didn't work. Then he told me he would add us to the national fault. He wasn't able to say how long the fix was but said I would be contacted. He also said that it appeared the fault had been caused by an update sent to the Hub 5. I had a call from a technician last night asking if the fault was fixed. I said, no and was advised they were continuing to work on it and would get back to me. Thought this information would be helpful.486Views0likes5Comments