FAQs | Your broadband & internet related Questions Answered
V4 Consumer
 support@v4consumer.co.uk  0330 118 8871

FAQ

It usually takes around 16 days for a new order to go live. In most cases we’ll provide you with a go-live date for your broadband services within 48 hours of placing your order.

Ahead of your go-live date, we’ll send a V4 Consumer router which has been pre-configured to work with your new broadband service. On your go-live date, all you need to do is plug in your router using the instructions provided. If you have any problems, you can contact our customer service team who will be more than happy to walk you through getting everything connected. It can take up until midnight for your service to go-live.

We send your new router 2 days before your go live date, when your router leaves our warehouse, we'll send you an email containing tracking details.

It depends on the installation type and how you're connected at your local exchange. We'll know as soon as we place your order and get a response back from Openreach. If an engineer is required we'll let you know when they are due to visit.

When signing up, we’ll provide you with a minimum guaranteed speed. If at any point during your contract you do not receive the minimum guaranteed speed we promised, you should contact us. We’ll work to resolve this issue with you until you are at least receiving the minimum guaranteed speed.

If you're transfering your services to us, you won’t need to tell your current provider that you’re leaving unless you’re a Virgin Media customer. If you’re with any other provider, we’ll contact them to let them know that we’ll be taking over your services.

No. All of our packages are totally unlimited.

During the order journey we’ll provide you with an estimate of the speed you will receive. Factors such as the distance from your home to the exchange, weather and line quality can affect line speed.

The speed of a broadband connection is measured in megabits per second (Mbps). You can measure the speed of your current broadband connection by visiting https://www.speedtest.net/

In most cases you’re able to transfer your existing number over to us. When there are circumstances that prevent us from being able to transfer your number, we’ll contact you before proceeding with the order.

You can let us know that you would like to cancel by contacting us on live chat during our opening hours (09:00AM-06:00PM, Monday-Friday - 09:00AM-2:00PM, Saturday - Closed Sunday) or you can get in touch with us at the bottom of the Help page. Please do not cancel your direct debit as this may lead to additional charges being added to your final invoice. All cancellations require 30 days notice.

If you’re moving home you may be able to take our services with you. All we ask is that you contact us at least 30 days in advance so that we can check availability at your new address. Where we are unable to provide the same service at your new address, we will offer you another equivalent service.

It's really important that we have up to date contact information for you. If anything changes, please let us know as soon as possible. You can do this by speaking to us on live chat during our opening hours (09:00AM-06:00PM, Monday-Friday - 09:00AM-2:00PM, Saturday - Closed Sunday)

We strive to deliver the very best service to our customers however we recognise that sometimes this can go wrong. Please let us know so that we can make things right by emailing support@V4 Consumer.co.uk where we will acknowledge receipt and start to investigate your problem within 72 hours.

Yes! You can upgrade at anytime by contacting a member of the team on live chat during our opening hours (09:00AM-06:00PM, Monday-Friday - 09:00AM-2:00PM, Saturday - Closed Sunday). If you'd prefer to speak to us over the phone, you can get back in touch with us and request a call back at the bottom of our Help page.

To login to view your bill you will need:
Your Username - this can be found in the email we sent, your previous billing notification email or on the front of your invoice.
Your Email address - this must match the one registered to your account and is the one the billing notification email has been sent to.
To reset your password or to login for the first time, please click the link here, and when directed to the login page click “I don’t know my password” link.

You can pay your bill online using your V4 Consumer account reference here
Alternatively, you can pay your bill via your mobile banking app using the following details:

  • Account Name: ABI Business Services Ltd trading as V4 Consumer
  • Account Number: 40-48-15-05
  • Sort Code: 20-23-60

When paying your bill, you're paying in advance for your fixed-price services. This means that your first bill will cover the period starting from your go-live date to the end of the following month.

If you have any questions regarding your bill, get in touch as soon as possible. Contact us on live chat during our opening hours (09:00AM-06:00AM, Monday-Friday - 09:00AM-02:00PM, Saturday - Closed Sunday). Please do not cancel your direct debit as you risk incurring additional charges.

Please call us at our customer success helpline to change and or Update Direct Debit Details

If you are experiencing problems keeping up with your payments, firstly we advise that you get independent financial advice as soon as possible. For example you should contact National Debt Line or your nearest Citizens Advice Bureau.

We are here to help and discuss your situation with you before you get into serious debt. We may be able to help you through some short-term difficult times. Please call us during our opening hours (09:00AM-06:00AM, Monday-Friday - 09:00AM-02:00PM, Saturday - Closed Sunday) to discuss your current situation or email us via support@V4 Consumer.co.uk to arrange a call back.

If you've previously opted for paper billing or we don't have an email address for you, you'll notice a paper billing charge on your invoice. You can avoid this by providing us with an email address we can send your invoices too. You can do this by speaking to a member of the team via live chat during our opening hours (09:00AM-06:00AM, Monday-Friday - 09:00AM-02:00PM, Saturday - Closed Sunday).

Currently we only provide one payment date for direct debit customers which is the 19th of each month.

No, With V4 Consumer, we provide you a supreme router that works seamlessly with the broadband solution we provide, considering this, we advise all our customers to stick using our supplied router, which we can support, and upgrade when needed.

The speed that you receive over Wi-Fi is determined by a lot of different factors. If your Wi-Fi is slower than usual, here are the first things we would advise you do.

  • Reboot your router - your router is just a small computer and can need a reboot sometimes too!
  • Try using another device, are all devices experiencing slow speeds? If not, it may not be your Wi-Fi that's the problem.
  • Move your router - the positioning of your router can greatly affect the performance of your Wi-Fi. Thick walls and some metals can obstruct your Wi-Fi signal.
  • Try using another device, are all devices experiencing slow speeds? If not, it may not be your Wi-Fi that's the problem.
  • Disconnect devices that don't require access to the internet.

If you've performed these steps are you're still experiencing issues then get in touch. Everyone's homes are different and therefore we can't guarantee speeds over WiFi however we can help you get the best out of your router. Contact us here

In order to determine whether the issue is with the speed delivered to your router or a wireless issue we'll ask you to perform a "hard wired speed test". To do this, simply connect a device to your router using the network cable provided in the box and visit https://speedtest.net. We'll ask you to take a screenshot of your results and email them to us.

Yes, we offer a variety of upgrade options. Get in touch here to discuss the options we have available.

If you have a larger home or a difficult to reach area, you can extend the range of your Wi-Fi by adding our plug and play wireless extender solutions. To find out more, contact us on live chat during our opening hours (09:00AM-06:00AM, Monday-Friday - 09:00AM-02:00PM, Saturday - Closed Sunday) or you can get in touch with us at the bottom of the Help page.

All of our services are provisioned with a dynamic IP address by default which means that it can change from time to time. If you require a static IP address this can be added to your account at anytime for a small additional fee.

Before contacting us, there are some easy checks that you can perform yourself that will resolve this in most cases.

  • Ensure your telephone is connected and there is no damage to the cabling.
  • Check that the volume on your handset is turned up and not set to mute.
  • Try plugging in another device to rule out a faulty handset.
  • Plug your phone in directly to the BT test socket.

We will ask you to conduct these tests when contacting us so doing them before hand will enable us to resolve your problem sooner. If you've completed these tests and you're still experiencing problems then please contact us on live chat during our opening hours (09:00AM-06:00AM, Monday-Friday - 09:00AM-02:00PM, Saturday - Closed Sunday) or by emailing support@V4 Consumer.co.uk

You can find your Wi-Fi password printed on the card provided with the router or on the back of the router itself.

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