Report a Fault
If you’re having problems with your broadband, we’re here to help. This guide explains what to check first, how to contact us, and what happens once a fault is reported.
1. Before You Contact Us
Many issues can be resolved quickly by carrying out a few basic checks.
Please try the steps in our guide first:
This covers:
- Router lights and power
- Restarting your router
- Network equipment checks
- Service Status checks
- Service-type wiring checks
If the issue continues after completing the checks, please contact us.
2. How to Contact Us
You can contact Vfast using any of the methods below.
Phone (Service Desk)
- 01227 688901
- 0330 324 9811
Best for:
- No internet at all
- Faults needing live testing
- Urgent issues
Hours:
- Mon–Fri: 8am–8pm
- Sat: 8am–6pm
- Sun: 10am–6pm
- support@vfast.co.uk
Best for:
- Ongoing performance issues
- Intermittent problems
- When you have screenshots or speed test results
Live Chat
- Available 10:00 – 17:00, 7 days a week
Best for:
- Guided troubleshooting
- When you cannot call
- Quick advice
Website Contact Form
https://www.vfast.co.uk/contact-vfast
Best for:
- Submitting details outside busy periods
- Non-urgent faults
3. What Information to Include
Providing clear information helps us diagnose your fault faster.
Please include:
- Account holder name and account number
- Description of the problem
- When it started
- Whether it affects all devices
- Whether it happens on Wi-Fi only or also on a wired device
- Router or Network Equipment lights
- Speed test results (if relevant)
4. What Happens Next
After you report a fault, we will:
- Check your connection remotely
- Review network and service status
- Guide you through any further tests
- Confirm whether the issue is local or network-related
If needed, the fault will be passed to our Specialist Team for deeper investigation.
We will keep you updated during the process.
5. Will an Engineer Be Needed?
An engineer visit is only arranged if:
- A physical network fault is identified, or
- The service cannot be restored remotely
If an engineer is required:
- We will confirm this with you first
- We will explain any possible charges
- An appointment window will be arranged
See:
- Engineer Visits Explained
- Engineer Visit Charges & Missed Appointments
- Appointment Windows & What to Expect
6. Holiday Park Customers
Owners
Report faults directly to Vfast Service Desk.
Park Holidays Guests
- Technical issues: Vfast Service Desk
- Billing or refunds: Park Holidays Customer Care 0343 178 7070
Guests on all other parks
Contact Vfast for all issues.
7. How Long Will It Take?
- Many faults are resolved during your first contact
- Complex issues may require investigation or an engineer visit
- We will keep you informed of progress and next steps
Need Help?
If you still cannot get online after completing No Internet? Quick Checks, contact the Vfast Service Desk:
Phone:
- 01227 688901
- 0330 324 9811
Email:
- support@vfast.co.uk
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