Wifi interruption since VM area work yday

[Wilts]

VM were allegedly working in our area yday (BS34), as received a VM text midweek to warn of work.

Service yday remained ok though, but today (Sat 23rd) i keep losing wifi, and having to go onto 4G and 5G on my phone.

Anyone from VM know if yday's work is still interrupting VM service around here?

Thanks

[jbrennand]

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[Wilts]

Thanks John

Checked both.

The online Service status, says no issues, but does say work in our area Thurs 28 July, so guess that means yday's planned work has been rescheduled.

The phone number connection also says no issues.

Cheers

[jbrennand]

When you say you "keep losing wifi" - do you mean you are losing network connectivity or wifi connectivity (different beasts!).

That is, are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables?

If you don't know, can you check on ethernet - to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

[Wilts]

We only use our smartphones, no other devices.

[Kath_F]

Hi Wilts, 

Thanks for your post and apologies to hear you're having some issues since we've done some work in your area. 

Sometimes work does get extended or we're not able to complete in the time we initially though. 

I've taken a look at things this end and can see there is a stability issue which isn't connected to any work as this has been resolved. 

We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi Wilts,

Thanks for coming back to me via private message. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[Wilts]

Hi Kath

I've logged in to my account and went into Orders & Appointments and there is nothing in there.

[Matthew_ML]

Hey Wilts, thank you for reaching back out and I am sorry to hear nothing is showing under your orders and appointments.

Sometimes this may take an hour to so to fully show.

Does anything show yet?

I would be more than happy to discuss this via a PM if not.

Please do let me know. Thanks