Cannot connect to broadband wifi

[Bwong139]

I have been struggling to connect to my wifi broadband for a week now and live at WC2H 8AB. Would appreciate an engineer being sent to check up on this issue as I have already reset the wifi countless of times and followed all the online troubleshooting steps but the wifi still doesn't work

[Ashleigh_C]

Hi there @Bwong139

Thank you so much for your post and welcome back to the community forums. 

I am so sorry to hear that you are facing this issue with your Hub! 

I have been unable to locate your account from your forums details so I am going to send you a PM so we can look into this further. 

Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you. 

[Ashleigh_C]

Hi there @Bwong139

Thanks so much for your private message, I have now booked you a visit for your issues with your Hub – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

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.

Thank you.