Sorry to hear the issues have started to appear again with your connection, from looking at the connection there does seem to be some problems with the power levels for your Hub's DownStream channels. This will require another technician visit but I will request a senior technician attends to look into this.
You can find the details of the visit here and there will be no charge for this visit unless:
- The technician diagnoses the faults as not being caused by our network/equipment
- The technician discovers that the fault or problem relates to your equipment
- The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.