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Carlton1512
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Message 11 of 19
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Re: Constant Lack Of Service

IMG_20220816_080501.jpg

"Pretends to be shocked" 

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Carlton1512
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Message 12 of 19
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Re: Constant Lack Of Service

Directly connected to the hub, via ethernet cable.

IMG_20220816_085938.jpg

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Travis_M
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Message 13 of 19
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Re: Constant Lack Of Service

Hi @Carlton1512

 

Thank you for posting on our community forum!

 

Sorry to hear about your connection issues, have you noticed any improvement since your last post?

 

Regards

Travis_M
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Carlton1512
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Message 14 of 19
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Re: Constant Lack Of Service

The connection is better, but speed is still below what I was experiencing on my previous V200 connection... 

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Akua_A
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Message 15 of 19
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Helpful Answer

Re: Constant Lack Of Service

Thank you for the update @Carlton1512.

I have had a look into your service on our system and everything seems to be in working order. Are you able to let us know what speeds you get on a wired device?

Thanks,

Akua_A
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Carlton1512
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Message 16 of 19
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Re: Constant Lack Of Service

Apologies for the delay in replying. We have had numerous personal issues. 

In the mean time I have had an VM engineer out and he agreed there was an issue with the WiFi from my hub and advised a Super Hub 5 would be his recommendation. Unfortunately he did not have a SH5 on his van.

I have run some more tests this morning and still getting poor WiFi service, despite having pods around the house

Given I am on the WiFi Max deal, how do I claim my "£100 - at least 20Mbps" account credit as per the T&C and advert?

This is my direct cable connection, which seems fine, but not useful for WiFi which nearly all my devices run off. 

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WiFi

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Ashleigh_C
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Message 17 of 19
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Re: Constant Lack Of Service

Hi there @Carlton1512

 

Thank you so much for your post and I am so sorry to hear that you are facing an issue with your WiFi! 

 

I'd be happy to look into this and the WiFi Max guarantee with you via a PM, I'll pop one across now. 

 

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

 

Thanks again. 

Ash_C
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Carlton1512
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Message 18 of 19
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Re: Constant Lack Of Service

PM sent👍

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Ashleigh_C
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Message 19 of 19
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Re: Constant Lack Of Service

Hello again,

 

Thanks so much for your chatting with me via the PM and  I have now booked you a visit for continued connection issues – 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 My VM 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. 
 

Ash_C
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