Intermittent Internet Speed

[sandeep_rao]

This is second time - the intermittent internet is happening (thus affecting my work from home as well as connections). I have tried the checks as per the protocol (restart, pull plug etc.). But this didn't help. I am still getting the intermittent connection. 

[Ayisha_B]

Hi @sandeep_rao,

A warm welcome to our Community Forums and thanks for your post.

I am sorry to hear you've been having some issues with your service. I can appreciate how frustrating that can be!

I have taken a look at our systems and can see the downstream signal levels are out of specification. This can not be corrected remotely so I will need to book a technician to come out and get them adjusted. 

Will pop you a PM now to confirm some details and get the visit arranged.

Speak soon 🙂

[sandeep_rao]

Hi Alisha, 

Thank you for the response. I think it is working fine now. I checked in the service checker - it was down on that day, ongoing upgrade. Then it is working fine. 

Thank you. 

Sandeep

[Ayisha_B]

Thanks for confirming the requested details via PM @sandeep_rao
I've booked a technician for you to come out and have a look into the issue with your power levels. You can find confirmation of the visit via your online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. 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 also 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.

Let us know how the visit goes!

[sandeep_rao]

Hello Ayisha, 

My apologies, but could you please guide me where exactly I can find the date of confirmation (technician visit)? (I tried checking both online and app - but unable to find any. Forgive my ignorance)

Alternatively, I would appreciate if you could tell me the date and time of technician's visit?

Thanks 

Sandeep

[Ayisha_B]

Hi @sandeep_rao,

Apologies for the delayed response! I'll PM you now with confirmation 🙂

Thanks

[Ayisha_B]

Glad to have helped @sandeep_rao and please do keep us posted after the visit 🙂