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Frequently Asked Questions
At Key Vision, we manage hundreds of sites and thousands of network devices. We understand the frustration our customers experience, which is why we work hard to improve our support systems to make it easier for you to report issues and for us to resolve issues.
The Wi-Fi is unstable what should I do?
Firstly, we sincerely apologise for any unstable Wi-Fi behaviour. Please report this to our engineers so we can work on resolving the service quality.
Secondly, please consider connecting your devices using an Ethernet cable wherever possible. Wired connections are always more stable than wireless.
Alternatively, your device may be sticking to an unstable access point. To fix this, go into your settings and forget the Wi-Fi network and restart the device. After it turns on, try connecting to the Wi-Fi.
If none of these fix your issue, please contact the Network Engineer at your site using the Support portal below.
How do I authenticate my device?
Your device is authenticated through your local login user account. If you do not have a local login user account, you can create one when you first connect to the Wi-Fi.
Once you have created a user account, the device will be registered to your account. This shall authenticate your device so you can roam freely on the internet from your device. You must remember that every new device requires your user account login credentials to successfully complete device authentication.
If you are still having trouble authenticating your device or the steps are unclear, please contact the Network Engineer at your site using the Support portal below.
What are your operating hours?
Our operating hours are 09:00 – 17:00 (Monday – Friday), excluding bank holidays. We apologise for any inconvenience if you experience issues outside these hours and we will address your concerns as soon as possible.
Please always submit a ticket when requiring a Network Engineer’s help, these tickets are logged. Once logged, the engineer can access them through the system and contact you to provide support.
If you do not receive any response from your ticket submission within 48 working hours, please contact Key Vision Support directly.
Why does my access port not work?
If your access port is not working, check that you are using a Cat6 ethernet cable and there are no breaks, tears or damage.
Check the cable is correctly plugged into the access port (i.e. not loose) and the other end of the cable is correctly plugged into the device’s ethernet port. Refer to our guide for instructions and checklist on the correct procedure.
If you still experience issues, please contact the Network Engineer at your site using the Customer Support portal below.
Where can I raise a ticket with the Network Maintenance Team?
You can raise ticket right here. Please log into your Customer Support account to submit a ticket. If you do not have a Customer Support account, you can create one by clicking ‘Create an account’ below the login details.
All tickets are secured with encryption and stored within encrypted cloud storage locations for a legally required retention period in accordance with GDPR and the UK Data Protection Act 2018.
If you wish to remove your personal data as per your ‘Right to be Forgotten (Right to Erasure)’ under Article 13 of the General Data Protection Regulations, you can send an email to hello@key-vision.co.uk.
When will I receive a response from my ticket?
After raising a ticket using our Customer Support portal, our designated Network Engineering Team will be notified of your issue. We aim to respond within 1-3 working days for non-urgent requests but our team typically respond within 24 hours.
Our Network Engineering team process many tickets on a daily basis over hundreds of sites. Your ticket will be processed once one of the team have completed ticket requests that were submitted before you.
On behalf of Key Vision, we appreciate your patience and understanding. We recognise the importance for reliable and robust network systems to provide essential internet services for our end users.