Ayisha_B
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Re: Experiencing minimal packet loss and frequent ping spikes
Thanks for confirming the requested details via PM ian60 I've booked an engineer for you to come out and have a look into the issue. You can find confirmation of the visit via your online account. Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless: •The engineer diagnoses the faults as not being caused by our network/equipment •The engineer discovers that the fault or problem relates to your equipment •The engineer discovers that the fault or problem relates to any system that we are not responsible for The engineer 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 also do this online or via the MyVM 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. Let us know how the visit goes! ☺️12Views0likes0CommentsRe: Intermittent very brief connection drops
Hi VesselCottonDes 👋, Welcome back to our Community Forums and thanks for your post. I am sorry to hear about the issues with your service and would love to assist you. Our system has detected a slow speed/intermittent connection issue with your broadband, and we have contacted you proactively via email regarding this. The latest email you should have received contains guidance on how to check & tighten your cables and connections around the home, as well as how to reset the Hub. These steps are easy to follow and often resolve issues like this, however I appreciate you've stated you did not receive this. Could you therefore check all the white cables are connected securely to the Hub, any TV boxes, splitters and the wall socket. Once done reboot your Hub. If you find the issue persists once you have done this, then please respond to my PM and we can go from there 😊11Views0likes0CommentsRe: Daily glitches (T3 Timeouts)
Hi dooferlad 👋, Welcome back to our Community Forums and thanks for your post. Sorry to hear about the issues with your service. I've not been able to locate your details on our system so will pop you a PM now and once confirmed, I can run some tests for you. Hope to hear from you soon 😊10Views1like0CommentsRe: Online renewal not showing after 14 days.
Hi sr16 👋, A warm welcome to our Community Forums and thanks for your post. Sorry to hear that there's not been any update to your contract renewal. It can take 14 days to process but as there doesn't appear to be any movement for you, I will pop you a PM now so we can take a closer look into this for you. I hope to hear from you soon 😊36Views0likes1CommentRe: (Partial Service (DS only)
Hi jgjg 👋 Welcome back to our Community Forums and thanks for your post. Sorry to hear about the issues with your service. I've not been able to locate your details on our system so will pop you a PM now and once confirmed, I can run some tests for you. Hope to hear from you soon 😊6Views0likes0CommentsRe: Experiencing minimal packet loss and frequent ping spikes
Thank you for coming back to us, ian60 I am sorry for the ongoing issues. I've ran a system check and can see an engineer visit is needed as the power levels are out of spec. I will pop you a PM now so we can get that arranged. Speak soon!37Views0likes0Comments