New customer wifi not working

[kirstyhall]

Hi everyone, we had VM installed today which was tv and fibre broadband. Since the engineer left it stopped working straight away. I have attempted to reset things etc but things have not worked and the fault remained the same. The Wi-Fi image was a solid green and the bar was flashing green. I contacted VM and the call handler was terrible. She stated it was working on her end that I should reset it. I did and it was the same outcome. She then put me on hold for around 35 minutes before coming back on the call and ending it straight away. I am appalled at this service. What can I do?

[Adduxi]

The Hub may be trying to update it's firmware after this new install.  There is not much more you can do at the moment, as you have tried a reset.  Also as it's a new install, you could try calling the pre-installs team on 0800 052 1734 8AM- 9PM Monday - Friday or 8AM-6PM Saturday and Sunday and explain the problem.

If you wait here a day or two, a VM Mod will pick this up and discuss.

Don't forget you have 14 days cooling off period ........

[Ashleigh_C]

Hi there @kirstyhall 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced these issues after an install and thank you to Adduxi for their help so far. 

How are things looking since your last post? Has the Hub been able to connect and stabilise?

[kirstyhall]

Hi, we’re all sorted now. Managed to get a technician out and it turned out a wire had snapped outside! No clue how that happened though

[vmrunreliable]

Try to get used to it because this is as good as it gets. A VM forum member will appear days after your post, tell you they're sorry for the issues you're experiencing then offer absolutely no advice at all, then have the cheek to ask if you're still having an issue. When you reply telling them that the fault still exists, they'll then either run a check and tell you everything is OK their end or tell you that an engineer will need to be sent out to take a look. We'll ignore the fact that an engineer was ever going to turn up and just assume for the moment that they actually mean a technician. The technician appointment will be booked but you'll never see him/her despite taking a day off work, because they've no intention of ever keeping the appointment. You'll post about your frustration, in a rage on this forum and a forum team member will ask you to restart your hub. This won't make the slightest bit of difference so you post again to tell them, then a few days later you'll get a message from a forum team member apologising and asking if the problem is now resolved. You might get lucky, it might eventually resolve itself but don't hold your breath and certainly don't count on technical support from this mob of bandits.