No Internet access on VM in SW London since last week - anyone else?

littlerock

We returned from holiday last week to find we had no internet access via our VM broadband cable link in SW London. We still don't. The VM Service status message says "Problems with logging out, Engineer on the way." This is not a personal message to us but a general one and seems meaningless - it is not a logging out problem it is a no internet problem - and it has been there at least for 4 days, maybe longer.

I rang the Customer Service Line and got a pre-recorded message which says "Sorry you are having intermittent broadband internet problems. This is a really complex issue and taking a little longer than usual to fix." It is not intermittent, it is not working at all.

I then spoke to the Indian Call Centre who said there was a local outage and that the current estimated fix date is 21 October, which will mean we have had at least a week with no internet service maybe more (it must have started while we were away.) No rebate on the bill was offered.

I could not get the Call Centre op to tell me what the problem was, who else is affected and why it is taking so long to fix. I really need it as I work from home. I also use gmail so cannot see that either. (I am using my emergency Vodafone dongle to send this - my phone plan is quite modest for data as I am usually working at home.)


Anyone got any update on this?

Buzby

No rebate is offered - you MUST ask for it. I've had rebates for outages of 2 days! Business use is not covered, so if mission critical a dongle with a 6Gb PAYG limit will see you through most things. I buy on eBay at a cost of £18.

forgotmyname

You need to be more pro-active complaining, Dad phones them if the TV goes of for mere minutes. And often gets the month free.

littlerock

OK I signed early today up for free text updates on the status of the problem. I got one,at 8.45am this morning, saying: "There is a problem with logging out in your area, engineer on the way". Chance would be a fine thing, we have no internet to log out of. Certainly no engineer visit booked. Must be a generic message.

Account is in OH's name. While at work, around 3.30pm today, he got a text message from VM telling him problem was now fixed. He showed me this when he got in just now. I did not get any update, nothing since original text message since this morning.

It is not fixed here. We still have no internet. I turned everything off and on again. No joy. The error message still says err_internet_disconnected. I reran the VM tests. Says our connection not working at present try later.

OH's text message said: "Text Help if it is still not working". He did. Response has just come back: "Sorry it looks like you are still experiencing an outage. We'll get back to you when we have resolved it."

I hope this does not mean we are now at the back of a new queue.