Aftercare
Equipment warranty & support
If WHN supplied the equipment, start with us. You should not need to work out whether the problem belongs with WHN, the retailer or the manufacturer before getting in touch.
How to report a problem
- Email hello@waterloovillehomenetworks.co.uk or call 07733 797198.
- Give us your job or quotation reference if you have it, the affected device or room, what is happening, when it started and anything that changed shortly beforehand.
- We will make reasonable initial checks and tell you the next step. Depending on the issue this may be remote guidance, an inspection, corrective work, or a supplier/manufacturer warranty process handled by WHN.
When is there no charge?
We do not charge for investigation or corrective work where we are legally required to provide the remedy for goods or services supplied by WHN. Your statutory rights are not limited to the duration of a manufacturer warranty.
What if the equipment is actually working?
There is no automatic or retrospective “no fault found” fee. If our initial checks indicate that the problem is separate from WHN-supplied goods or workmanship — for example an ISP outage, a customer or third-party configuration change, accidental or misuse damage, an unsupported modification, a power issue or another new problem — we will explain that before any chargeable remote or on-site work. We will give you the scope and price and only continue if you agree.
What if I changed a setting?
Tell us what changed. Reversing or diagnosing a customer or third-party change is not automatically warranty work, but we will not assume that a change caused the problem without reasonable evidence. If paid assistance is appropriate, you will know the price before it proceeds.
Customer-bought equipment
If you bought the equipment directly, the purchase and retailer/manufacturer warranty remain yours. WHN can still help diagnose or configure it where that work is included in your booking or separately agreed.
UniFi ownership and handover
Where supported and agreed, we can hand over ownership or administrator control of the UniFi platform to you at completion. That technical handover does not remove WHN's responsibilities as seller for equipment WHN supplied.
Records we keep
For WHN-supplied network hardware we keep appropriate purchase and installation records such as supplier, purchase evidence, model, serial/MAC identifier, job reference, installation/handover dates and fault/RMA history. This helps us deal with a later issue without asking you to reconstruct the purchase history.
Email hello@waterloovillehomenetworks.co.uk or call 07733 797198. Include your job reference and symptoms if possible.