Students have the ability to report a fault in a number of ways. Vaioni Group Limited will continue to improve in the way students can report faults to make this a comprehensive service, only enhancing the service offered to the students. At present there are two ways in which you can raise a fault.
Prior to raising any fault, it is advisable for you to:
- Check the service status on the right of this website to check whether there are any scheduled maintenance that maybe affecting your service or any issues that may also be contributing to the issue you face.
- You may want to also check the FAQ’s section to see if there are any help topics that will resolve your problems.
Please note if there is a system wide problem across one or many sites, we will make an announcement on both the service status and on the messaging service on the support line. If your problem relates to the system wide issue please do not contact support unless it is completely necessary as this delays in other students receiving support for other more individual issues.
The two ways in which you can receive support are:
Option 1
Students may want to send any support requests to support@vaioni.com. This is a common and effective method of receiving quick and responsive support. You will need to include the following when sending an email to support:
- Your full name
- Room Number
- Halls of Residence
- Contact Number
- Description of fault
All support questions are received and acted upon within 4 working hours. You will receive an email back immediately notifying you of a support ticket number and to verify it has been received by support. You may at any time contact support and giving the ticket number which will include your support ticket reference number.
Option 2
Students may at anytime contact support between the hours of 9am until 17.30pm on 0845 070 1211 to speak directly to a support engineer who will in turn help you resolve an issue you maybe facing. Most issues are resolved upon the initial call. Support will raise a ticket and provide you with a reference number. You will also receive a copy of the support ticket in your nominated email account.
Please note support will not ring back students, unless we are dealing with a request and we have.
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