Landline outage in Addiscombe, Croydon

[Stan4491]

On Tuesday morning of this week our landline stopped functioning in the middle of a phone call. Since then we have no dialling tone. This was reported to Virgin Media via my mobile phone. VM has acknowledged on the phone that there is an outage in the area and, from time to time sends me a service update. Each time they say that they have identified the fault and that an engineer is either on their way or actually working onsite to fix the problem. Each time they give an estimated repair time. But that repair has so far not come and they are now quoting an estimated repair time of 12 pm tomorrow (the previous one was 5pm today). If they were able to provide an estimated repair time two days ago why is it that they continue to push back that time every time they update me? I have had telephone contact with VM on this matter on each of the three days - they are polite and helpful as far as they are able to be but unable to tell me what the actual problem is (maybe a cable has been severed somewhere in the neighbourhood?). Surely after three days someone should be able to say what the problem is and how long it will likely and realistically take to repair it. Interesingly, each time I check the service status on the VM website it states there are no known problems affecting my postcode in the Addiscombe area of Croydon! Is there anyone else in the forum being affected by this outage?

[spiderplant]

Estimating a fix time is usually very difficult, because firstly you need to work out what is broken, then work out how to fix it. But sometimes, even if you know where the problem is, unexpected events may delay the fix. For example, a parked car could be preventing access to a street cabinet.

Have they given you the fault ticket reference number?

ps. Welcome to the forum!

"Estimate" is the key word, its basically just a guess, so will rarely match the final reality.