Customer care is what sets our business apart and why a growing number of business customers choose to join us every year. It is the cornerstone of our business and what we hope sets us apart from others.
We have been successfully supporting our customers for 20 years, furthermore our business continues to grow because we go the extra mile for our customers.
We genuinely want to help your business succeed. Talk to us first and we will do what we can to help, don’t struggle; just call 0345 370 5000 or email us.
Why We’re Different
The Comms Connect experience is different. There are no long waits, or being passed from department to department. Our customers can expect technical expertise at the end of the phone (and by agreement on location), our customers do not expect to have to waste valuable time diagnosing technical faults; we take care of this. You simply talk to your account manager and if they cannot help you straight away they will know who can; 90% of technical queries are resolved over the phone, 74% within an hour. Great customer care is our priority. This is the reason our business continues to grow.
Personal Account Manager
It is likely that the person you deal with from the outset will be your account manager. Having a personal account manager is an important part of our customer care process. Your account manager will be interested in your business endevours and make suggestions to save you money or improve efficiency where he or she sees them to try to help.
Your personal account manager will be able to assist you with a range of products so just because you came to us about business mobiles don’t be shy to ask about VOIP for example and vice versa.
Accidents happen, phones can be stolen or lost and out of warranty mechanical breakdown’s do happen. Many of our customers have been relieved to know that they took out Sentinel Aftercare at such times. For peace of mind we do recommend this aftercare product. For more details about the benefits of Sentinel Aftercare and how to take out this cover from £6.99 click here for more details
Simply log on to our online portal, accessed through the link at the top of the page on our homepage.
See our innovative solutions for useful tips for common issues. If you are still struggling or your issue isn’t listed simply give us a call and we will do all we can to help. The call will not be held in a queue and you will be able speak to a member of our team quickly. We can also make calls on your behalf with third party authorisation to help resolve any issues. Many customers choose us simply because they cannot afford to run their businesses without the customer care we simply provide as standard.
We are a service provider for Vodafone and 02 customers. These customers will receive an invoice direct from Comms Connect so we are able to offer a higher level of control for your account.
More Complex Diagnostics and Solutions
We are able to offer some more complex technical support from our locations in Elstree and Wigan by arrangement.
Accessibility – EE Customers Requiring Additional Support
Please find below some useful services available direct from The EE Network for mobile phones:
Bills and other reading material
Don’t worry if you have difficulty reading your bill – The EE Network can provide you with a choice of Braille or large print versions on request. You can also get all of our other EE literature in a choice of the following formats on request:
- large print
- audio tape
- electronic text format – particularly useful if you have sight difficulties and own a computer and ‘text to speech’ software.
For more information please use the link below:
Call EE customer services on 150 from your EE phone, 07953 966 250 from any other phone or +447953 966 250 from abroad to request your bill in one of these formats.
Get help with your account
You can nominate a friend or family member to act as an authorised user to look after your account. All you need to do is set a password, and they’ll be able to access your details securely. Another option for your peace of mind.
Please see our helpful information below to help you see what our SLA times are so you know what to expect:
|QUERIES||SLA (Service Level Agreement)|
|ADD/REMOVE BUNDLES||END OF DAY/24 HOURS|
|BUNDLE OPTIONS ENQUIRY (Roaming etc.)||24 HOURS|
|CONNECTION ISSUES (eg. Discount not added)||24 HOURS|
|BILLING ISSUE||24 HOURS|
|SIM SWAP ISSUE||ASAP|
|CALL RECORDING REQUESTS||48 HOURS|
|EE FAULTY HANDSET REPLACEMENT||48 HOURS *Subject to Network availability|
|PAYMENT QUERIES (CHASING PAYMENT ETC.)||24 HOURS|
|INSURANCE CLAIMS FORM Â (TO BE SENT OUT BY CUSTOMER)||24 HOURS|
|INSURANCE CLAIMS (FROM HANDSET RECEIVED)||48 HOURS *Subject to Apple Store appointment availability|
|DESPATCH QUERIES||24 HOURS|
|DATA TRANSFER||BY APPOINTMENT ONLY|
|VOIP & SIP TELEPHONY||SLA (Service Level Agreement)|
|CRITICAL FAULT – loss of service||4 CLOCK HOURS|
|HIGH – Loss of service-single service||8 CLOCK HOURS|
|MEDIUM – Disrupted service||3 WORKING DAYS|
|LOW – Single number destination /QOS||7 WORKING DAYS|
|LEASE LINE (ETHERNET)|
|FOR PRIORITY 1 FAULTS||6 CLOCK HOURS (from a validated fault)|
|Clock hours are calculated and are defined as the time between the ” Start Time” and “Stop Time”, excluding “Parked Time”|
|START TIME||the time a fault has been validated and categorised as a priority 1 fault.|
|STOP TIME||the time a fault has been cleared|
|PARKED TIME||the time during which the clearance of a fault is outside of our control|
|FOR PRIORITY 2 FAULTS||We will resolve the fault within 1 working day from a validated fault|
|FOR PRIORITY 3 FAULTS||We will resolve the fault within 3 working days from a validated fault|