Your case has been sent to our Technical Support escalations team.

You may have some questions, we’ve got you covered below!

What happens now?

The escalations team will review your case and start working to resolve your fault as quickly as possible.

Why is the appointment tentative?

We know it’s not convenient to wait at home!

In the next few hours we will review your fault to see if it can be resolved without an appointment, if we can fix it without having you wait at home we will.

We’ll send you a confirmation SMS shortly.

What happens next?

We will either confirm the appointment or advise you of the next steps to resolve your fault.

When will I hear from you?

As the appointment is approaching we’ll get back to you ASAP.

Most updates come same day but give us up to 24 hours, especially if you called in the evening.

How will you contact me?

Most updates are sent via SMS but if we need to ask or explain something we’ll give you a call.

What if I don't hear from you?

Sometimes we have lots of people to help at once, updates may be delayed but we are still working on your case.

If you haven’t heard from US try our Live Chat team, available Monday to Friday between 9AM – 6PM.

Give them the case number you received via SMS and they’ll have a look for you.