IT services disruption and recovery FAQs

Your e:Vision student portal is now available for use again. Within the portal you will be able to manage your study and view information as normal.   

Enrolment 

If you have recently commenced study with us and have been unable to enrol due to the unavailability of e:Vision, you are now able to complete your enrolment through the task within the portal. It is important to ensure you complete enrolment as soon as possible to ensure that your access to study is not impacted. If you believe this might apply to you but are unsure, you are able to see your enrolment status within e:Vision. 

Results 

Semester one module results and related awards have now been processed. You can view your results within e:Vision as well as access your transcript.   

Whilst good progress has been made in the IT systems restoration, a significant amount of work continues behind the scenes.  Please bear with us over the next few weeks as the remaining systems are being tested and reinstated. 

Software access and Apps Anywhere

We are prioritising restoring access to our software systems – especially in those areas that rely on it for teaching delivery. If you are struggling with your personal IT resources, whether it be accessing laptops or the internet at home, please let your Faculty know and we will try to find a solution for you. 

Update (as of 22 March 2024):

Software required for assessments

If you are continuing to be impacted by not having access to required specialist software, then you should be assured that the University will put specific arrangements in place for you that reflects this impact in the related assessment. This is particularly the case for students in the School of Creative Industries and the Computer Science subject area; however, this also applies to specific modules outside these areas.

Assessment deadlines have been extended as a result of this incident to give you additional time to prepare for exams and submit work.

Update (as of 22 March 2024): 

Assessments 

Rescheduled assessment has now been updated with the revised due dates reflected in the portals within Canvas. Where you have queries relating to the submission of this assessment you should contact your module leader for further details.  

If you are required to resubmit an assessment from semester one, you will have now been allocated to the relevant resubmission portal in Canvas, with the due date to be extended to the week commencing 15 April.  (Do not worry if you are seeing a date in the week commencing 25 March as this will be updated shortly.) 

If you are continuing to be impacted by not having access to required specialist software, then you should be assured that the University will put specific arrangements in place for you that reflects this impact in the related assessment. This is particularly the case for students in the School of Creative Industries and the Computer Science subject area; however, this also applies to specific modules outside these areas.

Extenuating circumstances and extensions 

Now that e:Vision is available again, all requests for extenuating circumstances or extensions should be submitted through the portal in the usual way. 

If you submitted an extenuating circumstances claim through the alternative form between Thursday 14 March and Wednesday 20 March then you do not need to resubmit this request as they will still be reviewed. A reminder that rescheduled assessment does not permit additional extension requests (however, Student Support and Wellbeing extensions will be applied within the portals).

Extensions can be requested for non-rescheduled assessment as usual. 

Continuing students should not be affected.

For new students who are having issues, you should initially visit ASK either in person, or call them directly on 01902 518 518 and they will be able to advise you.

If, after you have contacted ASK,  you are still experiencing financial difficulties, please contact Money@wlv.ac.uk for further advice. You need to ensure that you include your University Student ID number, and Student Support Number (beginning SFDU) for SFE queries.

If your query relates to NHS funding you will need to include your SSRN number.

Absolutely, ASK@WLV has remained open throughout and will continue to do so. You can visit one of the on campus ASK help desks or contact them via telephone on 01902 518518, or log an e:Vision help call.  

Desktop PCs in all the libraries are now available for student use. 

The Skills for Learning Team is available throughout the assessment period to offer support with assignments and exams.  More information is available on this Exam support webpage. 

Free tea and coffee are available during the assessment period in the libraries. 

Information about Library opening hours over the Easter period is available on the Library’s Easter opening hours webpage.  

Library systems

Access to the majority of Library online resources (ebooks, ejournals, databases) has now been restored for students and staff. You can access the resources directly or through LibrarySearch. Reading Lists on Canvas are not yet available for students to access, so please use alternative routes to access your resources.

As previously, you will need your university IT account to log-in to the resources but you may notice a few differences in how the log-in screen looks. You may also need to use MFA (multi-factor authentication). 

A small number of resources remain inaccessible and some features on LibrarySearch are not yet restored. We are working on these as a priority and hope to continue to improve your access over the coming days.

If you need help please contact the Library via Library ASSIST, staff will be available on live chat 24/7 to help you access the resources you need. 

Student Life is still available to support you, and whilst our website and other systems are not fully accessible at the moment, you can contact the teams below with the view to access support in the same way as usual: 

• Disability and Inclusion - disability-inclusion@wlv.ac.uk 
• Mental Health and Wellbeing - MHWenquiries@wlv.ac.uk or complete a registration form via this webpage. 
• Support to study - email supporttostudy@wlv.ac.uk or complete a cause for concern form via this link.
• Dennis Turner Hardship Fund - email money@wlv.ac.uk, or for new applications, please see the Hardship Fund webpage.
• Safeguarding and PREVENT - email safeguarding@wlv.ac.uk or to log a new safeguarding or PREVENT concern, please see the Safeguarding webpage.

Please include your student number and a summary of how we can support you, or outline our concern within the email you send to our teams. 

24-hour support via phone or online: The University of Wolverhampton has invested in a newly developed student support platform in collaboration with Care First called WLV Student Life Connect. This is a counselling, information and advice service offering support for issues arising at university, home, or work.

This is a FREE, CONFIDENTIAL, INDEPENDENT, and IMPARTIAL source of support for you, as an undergraduate, postgraduate taught, postgraduate research student, or an apprentice learner. Here you can access advice, guidance, and support on a wide range of care issues, health issues, benefits and entitlements, relationships, childcare, anxiety, depression and more. 

Please see the WLV Student Life Connect webpage  to find out more.  

Guide to accessing your support services 

We have also put together a guide to student support services which are available both on campus and remotely. Access the guide here. Please bear in mind that some areas will be operating a reduced service over the Easter period. 

Whilst print services are available to use across campus, the print credit top-up system remains unavailable. 

As a temporary solution, you can now top up your credit via Digital Print Services.

To top up your print credit you can: 

• call DPS, the University’s Print Unit, on 01902 321990, to pay over the phone.
• or you can visit DPS in person (address below)

Payment is via debit or credit card. You will need to supply your student number. DPS will apply the print credit for you.

This Top-Up service will be available between 9am and 4pm Monday to Friday.

The minimum top-up amount is £5.

Digital Print Services (DPS)
MKb Building
Deanery Row
Off Molineux Street
Wolverhampton
WV1 1DT

If you require further information or have any queries, please call the DPS Reception on 01902 321990, or email dpsstudentprinting@wlv.ac.uk. 

The Students’ Union advice centre remains open and available by phone, online and in person, at City Campus to help support students. The team can advise on issues including wellbeing, academic, housing and signposting financial support. Students can visit in person at the Ambika Paul building, City Campus, opposite the Harrison Library. 

Opening hours are 9am - 4.30pm Monday to Friday or by phoning between the hours of  9 am - 4.30pm Monday to Friday: 01902 322038.   

Student voice

Sabbatical officers

sabbatical officers are committed to improving student experience. Contact them for matters arising in their area of responsibility:

• To champion your needs and make your voice heard: President Bisola Olatunji Bisola.Olatunji@wlv.ac.uk
• VP Academic: Yetunde Adedipe Yetunde.Adedipe@wlv.ac.uk
• VP Diversity: Yemi Adeyemi Opeyemi.adeyemi@wlv.ac.uk 
• VP Community and welfare: Funbi Babatunde  Oluwafunbi.Babatunde@wlv.ac.uk

School and Course Reps

The network of School, Course and Liberation reps are here to help you navigate issues arising in student life. They gather feedback from students to pass on to their departments as well as holding regular drop-in sessions.

Email welcomedesk.wolvesunion@wlv.ac.uk or Natalia.Falacinska@wlv.ac.uk  to find out more or be put in touch with the right member of our team.

Follow the SU on Instagram at @wolvessu and Facebook at facebook.com/wolvesunion and look out for SU email newsletters for latest updates about facilities and events. 

Buses are operating as normal.

Please be aware that there will be a reduced service over the Easter period. See the Bus service webpage for details at wlv.ac.uk/bus.

Join the Transport Teams channel to receive service updates.  

Yes, all supervision sessions will continue as normal (either online or in-person). If you are an international student, we will continue to ensure evidence of in-person meetings is recorded, further to the University’s sponsorship of your visa.

Yes, all Doctoral College events will run online, unless otherwise stated.

Yes, please continue to submit your Doctoral theses as normal. These should be emailed to RDSS@Wlv.ac.uk along with any required paperwork. If you are having any difficulty in meeting your thesis deadline, please contact DoctoralCollege@Wlv.ac.uk for advice and support.

All Viva Voces will continue as planned. Please preload any Viva presentation (if you are planning on giving one) onto your laptop if you are undertaking an in-person Viva Voce on campus. If you would like to switch from an in-person to online Viva Voce, please contact DoctoralCollege@Wlv.ac.uk for advice and support.

We would like to thank you for your ongoing patience whilst our IT team continue to work behind the scenes on recovering affected systems safely and securely. 

 For those of you continuing or new to a course for the March 2024 intake, we are conscious you have a payment deadline due on the 1 March 2024 to register your module/s. As you may be aware, however, our e:Vision system is still unavailable.  

 We have explored a variety of other options and we are now able to offer an alternative method to enrol for the March 2024 intake.

The following form can be used to enrol, pay and register for the March intake. A new payment deadline has also been agreed and you will now need to have completed the form and payment by 23:59 (GMT) on 6 March 2024: https://forms.office.com/e/bLbPanXWrF 

If you paid through e:Vision or estore prior to the 19 February, then we already have your payment and registration which will appear on Canvas on 5 March.

If you have paid for the course in full or partially, and have credit on your account and did not already register prior to the 19 February, please email wlvonline@wlv.ac.uk and they can register your module manually with your credit. 

Unfortunately, we cannot apply discounts upon payment, however a discount will be applied retrospectively once payment is received. 

We can still send confirmation to Student finance but only once you are enrolled and have met certain eligibility checks. Please be aware, that due to the outage there may be a delay to payment and you may not receive this on the date outlined on your Student Finance payment letter. 

If you are funded by a sponsor and wlvonline@ have not already confirmed funding is in place, you will not be able to use this funding to register. You will need to self-fund your module/s until we can confirm sponsorship funding.  

Unfortunately, there are no other options to make payment, payment must be made through estore via the form link shared above. If you cannot make payment you will need to take an informal break, or defer your intake if this is your first module/s. 

We expect modules to appear on Canvas from 5 March 2024. 

Should you have any question that are not covered in the FAQs above, please contact studentsuccess@online.wlv.ac.uk.