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Broadband Troubleshooter Holding Pages - RESOLVED (87357)

29/07/2015 @ 12:42

This is an update to the earlier post regarding the availability of the faults troubleshooter on our website.

We've now resolved the problem with this service and have removed the holding pages, the troubleshooter should now be available as normal.

Sorry for any inconvenience this may have caused.

Kind Regards,

Matthew Wheeler
Customer Relations

Broadband Troubleshooter Holding Pages - UPDATE (87357)

29/07/2015 @ 10:53

We have received a further update from our suppliers advising that their systems are still having issues. The next update is due by early afternoon and we will provide further information as and when we know more.

Apologies for the continued inconvenience

Kind Regards,

Matthew Wheeler
Customer Relations

Broadband Troubleshooter Holding Pages (87357)

29/07/2015 @ 09:19

Due to an outage on our suppliers systems we are currently unable to check the progress of any orders or faults.

As a result of this the broadband troubleshooter is currently down whilst our suppliers work on resolving the issues and we hope to have the troubleshooter available as soon as possible.

Our staff will not be able to give updates on orders or faults at this moment in time as well.

Apologies for any inconvenience caused

Kind Regards
Matthew Wheeler

Incorrect Notification of Leaving Emails (86282) - RESOLVED

26/06/2015 @ 14:11

This is an update to the recent posts regarding some customers receiving incorrect notifications about leaving our service.

We believe that the underlying issue causing this is now resolved and that customers should only receive these notifications where they are correct.

Please accept our apologies for any inconvenience this may have caused.

Kind Regards,

Chris Parr
Customer Relations

Incorrect Notification of Leaving Emails (86282) - UPDATE

16/06/2015 @ 14:19

This is an update to the recent post regarding some customers receiving incorrect emails about leaving our service.

We're continuing to work on resolving this issue and will provide more information as we can. If you receive one of these emails and have not requested to leave us or have not spoken to another provider about joining their service then you should be safe to ignore the contents.

An example of the email text can be seen below:

"We're sorry to hear you're leaving us
Here's what you need to know

Phone number affected: 01XXXXXXXXX

Another service provider has told us that you want to move your broadband service to them. We're sorry to hear you're leaving us.

Your broadband service is scheduled to transfer automatically on XXth XXX 2015 and will result in the cancellation of your account."

Please accept our apologies if you have received one of these emails. We will provide a further update once we have more information about this issue.

Kind regards,

Chris Parr
Customer Relations

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