We're working hard to give you the best possible service

We know that in recent weeks we’ve occasionally struggled to maintain the high level of customer service we want to provide.

We wanted to let you know that we’re aware of this, and we’re working hard to make things better.

Issues created by the recent pandemic have been compounded by a period of extreme weather and power outages which means that an already stretched Openreach has been confronted with more work than normal.

The result is that call wait and email response times are currently longer than usual. We’re also experiencing delays in making appointments for provisioning and repairs. And on top of all this, because of additional restrictions, work is often taking longer to complete.

We expect these difficulties to continue for several more weeks but will continue to monitor the situation very closely.

What are we doing to help?

We’re working hard with Openreach to try to reduce waiting times by only contacting them when absolutely necessary. We have also signed up to a number of trial processes which may result in faster updates.

And we’re putting more focus into bolstering our tech support team. We’re making more staff available when you need them (between 8am – 6pm), but when we are quieter (between 6pm – 8pm) the team will still be contactable by email or live chat. Plus, we are actively looking to expand our team through recruitment.

What can you do?

We are doing our utmost to ensure that the service we provide is unaffected wherever possible.

However, we may require additional time to provide you with updates and would ask that you remain patient with us at this difficult time.

If it's just an update you'd like or the answer to a quick question, you might want to send us an email and we'll come back to you as quickly as we can, leaving our phone lines as free as possible for urgent or time critical queries.

If you do need to call us, please have your order or account details to hand so that your query can be handled as efficiently as possible.

We’d like to say a huge thanks for your patience and understanding at this time. We’re working hard to make things better and are confident that outstanding service will be resumed very soon.