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Customer Care

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 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.

Sentinel Aftercare

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

Online Billing

Simply log on to our online portal, accessed through the link at the top of the page on our homepage.

Mobile

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:

  • braille
  • 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:
http://ee.co.uk/help/getting-started/accessibility-with-ee

Cancellation Form

Alternatively:
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  (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