Our Service during COVID-19
At IDNet, nothing is more important to us than our family and community, even more so in times of unprecedented challenge such as the world is currently facing. It is with this continued approach that we take this opportunity to assure you that we are here for you!
Acting responsibly to protect the health of our team, we implemented remote working last week with great success and continue to provide the support you all know and love.
Keeping our network under-subscribed ensures that in times such as these, we can continue to provide you with the fast, reliable service you are accustomed to.
What is the situation with orders?
Openreach have now closed all appointment books and diverted engineers to priority jobs only. As a result, any orders requiring engineer intervention will be delayed until further notice.
The following order types can be accepted and progress without issue:
- Start of a stopped telephone line
- Broadband migration
- 50GB Lite to Unlimited upgrade
- Addition or removal of call package
- FTTC to FTTC upgrade/downgrade e.g. FTTC 40/10 to FTTC 80/20
- FTTP Succession Provide (activation of free port on existing ONT)
- Termination of service
Openreach will attempt to complete any existing in-flight orders externally where possible. Any existing in-flight orders requiring engineer visit to premises will remain on the system pending rebooking once the appointment books are reopened by Openreach. Dates after 1/6/2020 are expected.
What about a fault?
The Support Team will work with you to diagnose the cause of your fault and do everything to assist however, should the case be passed on to Openreach, engineers will do whatever they can to fix the fault externally. On site appointments for fault cases have also been suspended except for priority and at risk cases.
Rest assured, the support team will keep you updated throughout the process as updates become available to us but note that any updates are also likely to be delayed.
We sincerely thank you all for your continued support, patience and understanding at this time.
As ever, we remain available at firstname.lastname@example.org and 0800 331 7000 should you need us.
We will continue to post updates and content on our website and social media channels and will be available as standard if you want to get in touch:
Sales, Provisions, General queries – 0800hrs-1700hrs working week days at email@example.com and 0800 331 7000
Technical Support – 24/7, 365 on 0800 331 7000 or email during business hours firstname.lastname@example.org
It’s important at this time, that the IDNet family stays strong and positive which we can do more effectively if we stay connected.