on 12-03-2023 21:11
I’m a new user to VM. My wifi is not working. It keeps dropping all connected devices after a few minutes.
it will connect and then say “no internet connection”, then the connection will drop, the wifi icon will disappear and then the wifi icon will re-appear 5 minutes later. I’ve turned off the hub from the wall socket and turned it on again. No luck. I’ve restarted the hub (following the guide on your website), but again, nothing. Connections are still dropped after a few minutes.
The wifi doesn’t even reach the ground floor (the hub is on the first floor.
It has been deeply frustrating moving over to VM. Your website is no help as it is circular and doesn’t give me meaningful solutions (other than turn it off and on again).
on 12-03-2023 22:11
Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.
VM will not dispatch any technicians while an area fault exists.
If no area faults found:
The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.
on 15-03-2023 14:07
Hey there @New_VM_user,
First of all welcome to the Community Forum 👋 thanks for your first post! Sorry to hear about your connection issues.
Having checked into the system we can see you were experiencing what we call a short term connectivity issue 😢, we know how frustrating this can be for you when your WIFI doesn't work.
Usually with these connectivity issues they resolve after around 24 hours of letting us know, however after we have investigated this further, we can see it looks like there is an issue with the hub stats. Due to this we will likely need to get a technician sorted out for you, which we are happy to sort out for you with a quick private message 👩🔧 You can find this in the top right hand corner where a purple envelope is 🙂
Hope this helps and that we resolve this soon for you, thanks Joe.