Forum Discussion

Boltoch's avatar
Boltoch
Joining in
2 months ago

Broadband connection problem

Broadband connection went off this afternoon,  series 5 router,  blue flashing light. Reset the router a couple of times - no joy.
Fortunately mobile still working for internet. Ran a diagnostic from VM app,  reports that the system can’t connect to equipment in the house (as expected). Router diagnostic reporting broadband connection down.

VM chat - unable to help with series 5v router,  contact tech support. Contacted tech support,  got the automated bot response - ran tests,  couldn’t find a problem. Suggested I switch equipment off and back on “this should clear the problem”,  which it didn’t. I’ve done this three times,  each time the system says it will send a text message to my phone with details of additional assistance if needed - I’ve yet to receive the messages.

At a loss for the next step,  unable to speak to a human and can’t get beyond the next to useless bot.

Any assistance greatly appreciated.

Regards,  Chris

 

 

  • Should have mentioned - no local issues being reported via the tests.

  • Just run another test,  this time the system has allowed me to book an engineer.

  • Broadband came back on last night. The VM system was reporting that there were no local issues, local Facebook group reporting that someone had spoken to VM last night and they confirmed there was indeed a local area issue. I booked an engineer, received text confirmation,  went to cancel the visit via the website,  but the system has no record of any engineer visit being booked. 

    • Carley_S's avatar
      Carley_S
      Forum Team

      Hi Boltoch 

      Glad to hear that this has now been resolved for you. 

      Apologies for any confusion caused by the engineer appointment. Should an area outage be identified to be causing the fault, any appointments relating to it are cancelled so the team can work on the issue in the area. This may have been the reason why your appointment was no longer visible on your account to cancel.

      Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.