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

Why are you doing tests?

We want to fix your service as quickly as possible. Testing will help us decide the best course of action to resolve your fault.

Do I need to do anything?

No, just leave your equipment plugged in and switched on. We’ll do the rest.

How long will the testing take?

Testing takes anytime from a few minutes to a few hours and, we’ll contact you as soon as we’re finished.

If you received SMS in the afternoon we may come back to you tomorrow the following morning.

How will you contact me?

Most updates are sent via SMS but if we need to explain anything in more detail or require additional information we’ll give you a call.

What if I don't hear from you?

Sometimes we have multiple customer faults we’re working on at once. This may cause delays in updates. If you haven’t heard from us, try our Live Chat team, available Monday to Friday between 9AM – 6PM. Remember to mention your case number received via SMS.