No internet - constant amber light

[vedatcelik]

Any help would be much appreciated as I couldn't find an alternative support. In short, our connection keeps giving the same error, no internet or limited internet. I have tried everything as the website refers to rebooting the hub over and over which gives a constant amber light only.

 

[MOD EDIT: Subject title changed for clarity]

[Sabrina_B]

Hi @vedatcelik 👋.

Thanks for reaching out to us. Apologies in the delay in responding to you. Can we ask are you still having the same issues with the orange light or have they since been resolved?

Please let us know.

Sabrina

[vedatcelik]

Hi Sabrina, thanks for responding. Unfortunately, we still see the amber light and the connection keeps getting interrupted.

Kind regards,

Vedat 

[Ashleigh_C]

Thank you @vedatcelik for popping back to us and we are so sorry to hear that these issues have continued. 

I can see there are a few issues showing on our side, that will require an engineer to take a look, I will pop you a PM now so we can arrange this. 

Please keep an eye out for the envelope at the top of your screen alerting you to a new message.

[Ashleigh_C]

Hello again @vedatcelik 

Thanks so much for your private message and confirming your address, I have now booked you a visit for your 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