During this uncertain time we want to make sure that our customers are kept informed about any relevant information related to the service we provide and that we can be a source of support where needed.
Please read on for some FAQs and advice on keeping your energy consumption down.
Like many companies we are now a fully remote team and we have adapted our processes successfully to ensure minimal disruption to our day to day operations and the service you receive.
However some parts of our service require on-site presence of engineers at a customer’s premises and you should expect pre-booked appointments may have to be rescheduled at short notice. Our engineers will take necessary precautions when visiting your home. In the event that we do need to reschedule your appointment we appreciate your understanding during this period and we will look to rebook the appointment as soon as possible.
We will update you if and when anything significant changes.
Our Customer Service team will still be contactable Monday to Friday, 9am - 5pm and Saturdays 9am - 4pm on firstname.lastname@example.org
We have also put additional resources into our phone lines which will be manned 9am - 5pm Monday to Friday. Our number is 020 3002 7703. We are experiencing significant call volumes and you may have to wait to speak to someone for longer than usual.
We can accept one-off top-up payments from credit and debit cards.
In terms of short-term and long-term vulnerability, we will handle all enquiries with the utmost care and consideration for your welfare.
Please note we are not able to freeze or waive any payments due. Ignoring a payment that is due will ultimately result in recovery action being taken against you which can harm your credit score and make it difficult to obtain credit in the future.
In cases of genuine financial hardship, we may be able to help by rescheduling your payments to give you longer to pay what is owed.
Whether this is offered to you will be decided on a case by case basis and we will request your detailed financial data for the prior 6 months and we may also ask you to be audited via a third party in arriving at this decision.
If you have an issue with your internet service and we need to send an engineer out, we will do so within the constraints of our suppliers and government advice. We will keep you informed at all times about the status of any scheduled work and if we predict long term internet outages can supply you with a Dongle until our engineers are able to reach you.
Not necessarily. There are certain measures you can take to reduce your consumption including:
If there are questions we haven’t answered please don’t hesitate to reach out to email@example.com