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 visit the FAQ and troubleshooting pages of the website.
Please note if there is a system wide problem across one or many sites, we will make an announcement 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 2
Send an email to the Support Email Address.
Please include:
- Your Name
- Contact Number
- The name of your Halls of Residence
- Your Room Number
- Details of the problem you have encountered - please be as detailed as you can to help us diagnose the problem quickly
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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