IMPORTANT –
Enhancements to Customer Experience
We are
constantly reviewing the way we handle customer calls to ensure that we are
continually delivering the most efficient and timely service to you.
In line
with this we have recently implemented product centric teams to handle any
queries and allow us to direct your call into areas of specialisation. This allows
each team to focus on your specific requirements to ensure you are getting the best
service and support possible.
We want to
reassure you that you will still have your dedicated Account Manager who will
be responsible for the commercial relationship with you.
The new
numbers you will need for product support are as follows;
Voice &
Internet
For any queries you may have in
relation to voice or internet services that we provide to you please call:
0800 138 1510
Hosting &
Managed Services
For any queries you may have in
relation to hosting or managed services that we provide to you please call:
0800 915 5101
We believe
that these changes will provide you and your business with a better overall
customer experience, meaning you have dedicated
teams to work with you and achieve the required results as quickly and as
efficiently as possible.
If you
would like to discuss this in more detail please do not hesitate to contact
your Account Manager.
Latest Notices --- PLEASE NOTE
Increase in BT cease
charges for Wholesale DSL connections
We are writing to inform you of an increase in the DSL cease
charge, which is a direct result of BT’s increased charge to us.
Many customers are now benefiting
from the migration scheme which offers a hassle free DSL transfer
from one provider to another. However, as part of the initiative to encourage
users to migrate and discourage cancellation, as well as cover some of the
costs associated with disconnecting services, BT has increased its cancellation
charge for all ISPs from £15.75 to £21.40 (excluding VAT) on 1
May. We regret, therefore, that we will
be passing on this increased cancellation charge to our resellers from 15 July
2009 at cost.
We would like to emphasise that, although this may be seen
as negative, there is a significant opportunity to target customers who have
DSL with other providers by encouraging them to switch, using a MAC (Migration
Authorisation Code) rather than cease their service.
If you have any queries on this process, or the charges
which now apply, please contact your account manager.
Channel Partner Online Resource now available for quick access to sales, marketing and support documents and infomation.
