Service Options
Simply great service is something you can rely on.
Whatever service you have with us, we'll look after you with a range of service packages. It's all about matching your needs with the service that best meets them.
Broadband and Access
Whatever service you have with us, we'll look after you with a range of service packages. It's all about matching your needs with the service that best meets them. With our broadband care levels, you'll need to have the relevant telephony service level, so, for example, if you opt for Broadband Enhanced Care, you'll need Level 3 care for your PSTN lines.
Broadband Standard Care
Report faults 24 hours a day, seven days a week, even on Bank Holidays. We aim to clear the fault within 40 hours of receiving your fault report. If a site visit is necessary, we'll be on site between 8am and 6pm Monday to Friday (excluding Bank and Public Holidays).
Relevant PSTN care options: x, y, z.
Broadband Enhanced Care
Report faults 24 hours a day, seven days a week, even on Bank Holidays. We'll respond to your fault report within three hours of receiving it and aim to clear the fault within 20 hours thereafter. If a site visit is necessary, it can be carried out anytime, as this package offers 24/7 cover every day of the year.
Relevant PSTN care options: x, y, z.
Broadband Replacement Equipment
If we receive your fault complaint by 4pm on a working day, and conclude that it needs new equipment to correct the problem, we aim to dispatch the new kit so that it's with you by 10am the following working day.
Managed Router
Depending on your router we aim to respond to fault reports within two to eight hours of receiving it and, if necessary, replace it within two to eight hours of the fault report.
Leased Lines & Ethernet
Service arrangements for these products may vary from time to time, based on the suppliers used. However, the above information can be used as a guide to the levels of service that can usually be expected.
Core Network Faults
Our helpdesk team aims to clear 90% of faults within five working hours and will provide an update within 30 minutes of a Network Engineer being assigned to the fault.
Online & Helpdesk Support
Most faults can be logged and supported online via the Go-Comms Live customer portal which is accessible 24 hours a day, seven days a week, throughout the year.
Sometimes, however, it's easier for you to pick up the phone and speak to someone in person. That's why proactive help from our UK based Helpdesk is only ever a call away.
We understand that for any business time is money. That's why we aim to:
- Answer all calls within 20 seconds
- Deal with 90% of emails within 30 minutes of receipt
Our Helpdesk team is here for you between 8am and 6pm throughout the working week (excluding Bank Holidays). This service is free to all our customers. Of course, if you need more support, we can help you find the right service package for your exact business needs.