Not so sure Sparkles. We all signed up to a product supplied to us by VH. It would be commercial suicide for VH to give a gallic shrug and say, '..not my problem Sir, speak to Elise'. I would expect VH to agree contractual performance indicators with the tenant which might require (amongst other things) the provision of uninterrupted apartment recordings etc. I think what you are saying is that the bit of failed hardware/software may be owned by the apartment's landlord's management agent for the premises (presumably). Again before entering into a contractual arrangement with the tenant I would expect VH to have undertaken some due diligence to ensure that the tenant is able to deliver the contracted service or it reflects poorly on VH. My point is that VH might benefit here from requiring some reserve capacity/resilience arrangement in future.
I remember on VV there were a lot of repeat ISP problems one month (not the problem here) and there was some subscriber migration as a consequence.