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Faults Department

Joining in



I was given a number 0333 000 5925 by the retentions department to contact the faults department regarding ordering some WiFi pods. This number seems to be more for reporting faults outside the home eg street cabinets and utilities cutting through cables. 
Does anyone know if this is the correct number and I should just pick an option to speak to someone

Many thanks 


Forum Team
Forum Team

Hi @Julieor 👋

Welcome to our Community Forums and thanks for your post. 

The number for our Customer Services team to report a fault is 0345 454 1111 but we can also assist you here 😊

Can I ask if you have ran a scan via our Connect App? If any coverage blackspots are found, you will be prompted to order WiFi Pods. 

Let us know!

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


i spoke to someone from customer services on Friday and they escalated my query to the faults department. They said I would hear within 24-48 hours but I’ve heard nothing.

I’ve run the scans and it’s shown black spots but according to customer services I have to pay for the pods, but I was told if there was black spots they would be free.

Also if for any reason you experience Wi-Fi blackspots at home, we'll go ahead and provide you with up to 3 Wi-Fi booster pods at no extra cost. Let me know what you think? 🚀

I am just going round in circles and no one is helping me.


Very Insightful Person
Very Insightful Person

Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages  Do you qualify ?

If so @Ayisha_B  should be able to sort the first one for you.  If not you are better off sourcing your own solution.


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.