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Raising a fault

Need help? If you're experiencing a problem our Service Desk team are on hand to help. 

To log an incident, you can contact our Service Desk during office hours by:

 

Before speaking to our support team regarding any fault, please ensure that you carry out all the basic checks below. This will help us resolve your issue as quickly as possible.

  • Phone Line Checks
    • Is your phone plugged in? • Are all cables securely connected? • Have you tried a different phone? • Do you have a phone system (PBX)? If so have you contacted them?
  • Broadband Checks
    • Is your router plugged in and turned on? • Are all cables securely connected? • Check that the LED’s are displayed green. • Restart the router by switching off and then leaving for 30 seconds before turning back on. Note: Please do not factory reset your router under any circumstances.
  • Data Connection
    • Is your router plugged in and turned on? • Are all cables securely connected? • Are there any LED alarms on your router or NTE? • Have you contacted your IT Team to rule out any LAN / Firewall related issues?
  • SIP & Hosted Telephony
    • Is your router plugged in and turned on? • Are all cables securely connected? • Are there any LED alarms on your router or NTE? • Do you have a phone system (PBX)? If so, have you contacted them? • Have you contacted your IT Team to rule out any LAN / Firewall related issues?
  • IT Support
    Have you attempted to power cycle the device? Have you checked all connections? Are all cables plugged in and all power sockets are turned on? Is all software up-to-date and are you running on the latest system version? Have you closed all background tasks? Are you getting an error message? Are you connected to VPN?
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If you can answer YES TO ALL, please contact our Support Team and provide:

  • Service Reference details of the service affected such as phone number, circuit reference, location

  • Fault description – please provide as much detail as possible to ensure our team can troubleshoot the fault as quickly as possible

  • Impact and Urgency of the fault – please advise of the impact of the fault including the number of users affected.

 

We understand that regular communication is important when an incident has been raised. Therefore our engineers will keep you fully informed throughout.

Priority
Response
Update
Exceptions/Criteria
Priority 1
15 minutes
30 minutes
Where KubeNet is not the resolver
Priority 2
30 minutes
60 minutes
Where KubeNet is not the resolver
Priority 4
2 hours
24 hours
Where KubeNet is not the resolver
Priority 3
1 hour
24 hours
Where KubeNet is not the resolver

For full information on how your fault will be looked after, and definitions of our priority levels, please read our customer service plan document here.

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