We take the quality of service we provide very seriously and monitor our performance on a continual basis. We aim to provide the best possible experience and therefore our aim is to consistently meet and exceed the below service levels:

Getting up and running

• We aim to connect you within 10 working days from signup.
• We will provide regular updates by email on progress.
• We will call you if there are delays to your service going live.

Contacting us

• We aim to answer 90% of calls within 30 seconds.
• We will respond to any email contact in 12 hours or less.
• We will be available 24 x 7 to answer your technical support issues and business working hours (including weekends) for other all other queries.
• We will handle any query you have with your bill within 48 hours.

Resolving technical issues

• We try to resolve any technical issue within 48 hours (in cases where we are dependent on third parties such as BT this may extended).
• We will regularly update our Service Status page on the website.
• We will update you daily on progress of any outstanding technical issue.
• We will quality check at least one in fifty customer contacts.

If things go wrong

• We acknowledge all complaints within 48 hours and aim to resolve within ten working days.
• We will advise you if we need more time to investigate further.