Menu
Reply
Wrennifer
  • 2
  • 0
  • 0
Joining in
88 Views
Message 1 of 2
Flag for a moderator

Internet wont stay up

So this morning our connection drops out randomly after about 30 mins and our Hub3 keeps resetting itself. We have factory reset it after trying the turn it off/on method 5 times. There is apparently nothing in our area but all over our village this is happening. Can't call to get help because "lines are busy" so no chance if getting this issue which has persisted before Xmas fixed. Why exactly am I paying for a service I can't use?

0 Kudos
Reply
jbrennand
  • 20.48K
  • 2.18K
  • 3.61K
Very Insightful Person
Very Insightful Person
60 Views
Message 2 of 2
Flag for a moderator

Re: Internet wont stay up

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

If nothing shows on there, try calling it in as a fault (on 150 VM line - or 0345 454 1111 others) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number – n.b.- the UK call centre is still picking up and calling at 08.00 (Mon-Sat) or 09.00 (Sun) gives the best chance of getting through quickly.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply