Frequently Asked Questions
Search for any answers you may need.
How can I update my personal details?
Contact our support team to assist with updating your information.
I have a query about my account.
Reach out to our support team with your account-related query, and we'll promptly assist you.
I submitted feedback but received no response.
We apologise for the oversight. Please resend your feedback, and we'll ensure it is promptly addressed.
My ticket closed without a resolution.
Apologies for the inconvenience. Please reopen the ticket, and we'll prioritise resolving the issue.
I had a negative experience with customer service.
We're sorry for the poor experience. Please share details, and we'll investigate and address the issue immediately.
Why was I not informed about planned maintenance?
We apologise for the oversight. We'll ensure better communication for future maintenance schedules.
Why are response times taking so long?
We're experiencing a high volume of enquiries. Rest assured, we're working diligently to address them promptly.
I sent an enquiry but got no acknowledgment.
Our apologies for the oversight. We've received your query and will respond shortly.
Why does it take so long to answer calls?
We're currently experiencing a high call volume. Please bear with us; we'll assist you shortly.
I encountered rude behaviour from your consultants.
We're sorry for the unpleasant experience. We'll address this matter internally for improved service.
Why was the SLA (Service Level Agreement) not met?
We apologise for the delay. We'll investigate and take necessary measures to adhere to our commitments.
I received incorrect information. What should I do?
We apologise for the error. Please contact us for the correct information and any necessary assistance.
I need reimbursement for service disruptions.
Reimbursement requests require investigation based on policies. Please provide details for thorough evaluation.
How can I cancel my service?
To cancel, please follow the cancellation process outlined in our policies or contact our support team for assistance.
I'm moving. Can you assist with transferring my service?
Certainly! Contact our support team, and we'll guide you through the moving process.
Why am I being charged a reinstallation fee?
Reinstallation fees may apply per policies and procedures. Contact us for clarification or assistance with the fee.
How can I improve Wi-Fi coverage in my home/office?
To enhance Wi-Fi coverage, consider placing your router in a central location, minimising obstacles, and using Wi-Fi extenders or mesh systems for broader coverage.
What makes fibre optic internet better than traditional connections?
Fibre optics offer faster speeds, higher bandwidth, and more reliability compared to traditional connections. It ensures smoother data transmission and reduced latency.
What types of internet connections and services do you offer?
We provide high-speed fibre optic internet connections suitable for residential and business needs. Our services include broadband internet, email hosting, VoIP solutions, cloud storage, and more.
How can I secure my network from viruses and cyber threats?
Implementing robust antivirus software, regularly updating security protocols, and ensuring secure passwords are vital steps. We also offer additional security measures and guidance upon request.
Can I access cloud storage and services with my internet package?
Yes, our packages often include cloud storage options. We offer secure cloud solutions for data backup, file sharing, and remote access tailored to your needs.
My Wi-Fi seems slow. How can I troubleshoot this?
Slow Wi-Fi can be due to various factors. Restarting your router, checking for interference, or contacting our support team for a quick diagnosis can often resolve this issue.
Is it possible to upgrade my internet speed/package?
Absolutely! We offer flexible upgrade options. Let's discuss your requirements, and we'll help you find the best package to meet your needs.
What's the process for setting up Wi-Fi in a new location?
Setting up Wi-Fi involves installing a router and configuring it for optimal performance. Our team can assist with the setup process and provide guidance for seamless connectivity.
I'm experiencing frequent disconnections with my Wi-Fi. What should I do?
We apologise for the inconvenience. Our support team can troubleshoot the issue remotely or schedule a visit to address any connectivity problems you're facing.
I'm experiencing issues with my VoIP service. How can I resolve this?
VoIP service disruptions may occur due to various reasons. Restarting your equipment or contacting our support team for troubleshooting can often resolve connectivity issues.
How can I set up and access my email with your service?
Our email setup process is simple. We provide detailed instructions and support to configure your email client for seamless access to your mailbox.
What measures do you have in place to protect against cyber threats?
We prioritise security and offer firewalls, encryption, and ongoing monitoring to safeguard against cyber threats. Our team can provide guidance on best practices to ensure online safety.
I suspect my device has a virus. Can you assist?
We provide virus detection and removal services. Contact our support team for guidance on scanning and securing your device against potential threats.
My broadband speed seems slower than usual. What can I do?
Slow speeds might result from various factors. Our team can troubleshoot remotely or schedule a visit to diagnose and address any broadband connectivity issues.
Can your broadband services accommodate my business's growing needs?
Our broadband services are designed to scale with your business. We offer flexible plans that adapt to your growth, ensuring you always have the bandwidth you need without constraints.
How secure is your cloud storage, especially for sensitive business data?
Security is our priority. Our cloud storage solutions employ top-tier encryption and compliance measures, ensuring a safe haven for your critical business information.
I've been considering shifting to VoIP. What advantages does it offer?
VoIP brings cost-effectiveness and flexibility. It allows seamless communication, cost savings on long-distance calls, and innovative features tailored for businesses like yours.
Is your email service user-friendly and efficient?
Absolutely! Our email service is intuitive, easy to set up, and equipped with productivity-enhancing features. It streamlines communication, giving you more time for what matters most.
I'm exploring cloud storage options for my start-up. How can you help?
Our cloud storage not only safeguards your data but also offers scalability as your start-up grows. Let's discuss how our tailored plans can support your expansion.
I'm uncertain about upgrading my broadband package. What's the advantage?
Upgrading opens doors to faster speeds and enhanced capabilities. It's about empowering your business with the best connectivity for increased efficiency and productivity.
I'm worried about cyber security. Can your services provide peace of mind?
Absolutely! Our comprehensive security measures not only shield your business but also build trust with your clients. It's security that becomes a competitive advantage.
What services do you offer?
We provide a range of services tailored to meet your needs, including Home Fibre, Business Fibre, LTE and VoIP. Each service is designed to your specific needs.
How long does it take to see results from your services?
Results vary depending on the service chosen. Generally, clients start noticing improvements within [timeframe], but individual results can differ based on unique circumstances.
Are your services customisable?
Absolutely! We understand that one size doesn't fit all. Our services are flexible and can be tailored to match your requirements. Let's discuss your specific needs to create a solution just for you.
How can I contact your support team?
You can reach our support team via phone, email and live chat during our business hours. We're here to assist with any questions or concerns you might have.
What happens if I encounter an issue with your service?
If you face any issues, our dedicated support team is here to help. Please reach out to us, and we'll work swiftly to resolve the matter to your satisfaction.
Do you offer refunds or guarantees?
We stand behind our services. If you're not satisfied, we have a refund policy/guarantee in place. Please refer to our terms or contact our support team for further assistance.
I'm interested in utilising your service, but I'm not sure if it fits my needs.
Let's discuss your requirements in detail. Our team can provide insights on how our service can benefit you based on your specific situation.
I encountered an issue with your platform. How can I get help?
We apologise for the inconvenience. Please contact our support team immediately, and we'll work to resolve the issue promptly.
Can you explain more about your guarantee policy?
Certainly! Our guarantee policy ensures that if you're not satisfied with our service within [specified timeframe], we'll [action, e.g., refund or provide a solution] as per our policy.