Our Maintenance and Support Service

Responsive, fast and efficient in-life support

Our maintenance and support team – you’re in good hands

We are dedicated to providing our customers with exceptional maintenance, service and technical support.

Our Maintenance and Support Services are split based on your requirements, whether you need to speak to a member of our sales or operations teams, have an in depth discussion with our network technical team or query your account, we are here to help.

Getting in touch – support by phone or email

To ensure that we can get you deal with your enquiries as efficiently as possible and ensure that the level of service we provide is of the highest standard, we would ask that you direct your enquiries as follows:

Our Operations Team

Responsible for the follow aspects of your service:

Order Management, Installation service progress enquiries, information in relation to our nationwide team of support and service engineers, method statement and risk assessments for works, data upgrades or change in service requirements, service cancellation or relocation.

Phone: call 0844 775 0000 and choose Option 4

Email: to operations@onwave.com

Our Network Team

Responsible for the follow aspects of your service:

Network Issues, Incident management, network design queries, adds moves and change management for your network, cloud management platform queries and access.

 

Phone: call 0844 775 0000 and choose Option 2

Email: to support@onwave.com

Our Business Development Team

All sales inquiries, to discuss you networking requirements, for general inquiries:

Phone: call 0844 775 0000 and choose Option 1

Email: to sales@onwave.com

Our Accounts Team

Customer Billing and payment inquiries:

Phone: call 0844 775 0000 and choose Option 3

Email: to accounts@onwave.com

Tickets and Technical Maintenance and Support

Once we have received your enquiry whether by Phone or Email, you will be issued with a confirmation and a ticket number.  You can use the ticket number to track progress to your enquiry.

Our support team will investigate your enquiry will respond to provide you with a status update.

If your incident is in relation to a service failure we will most likely have already picked this up via our proactive network monitoring tools.  As a result, we will have already notified our engineers and they will have begun investigating any issues.

 

Can’t get hold of us

Our normal working hours are Monday to Friday (08.00-17.30) excluding Bank Holidays.

If our lines are busy during this time, please email or leave a message containing the following information…

  • Site Name
  • Service Order Number (if possible)
  • Location
  • A description of the fault
  • Expected time for resolution (if available)
  • Your contact details and direct point of contact

…one of our team will deal with call you back as soon as we are able.

Customer Feedback

We are dedicated to giving the best service to our customers and want to improve our service, where we discover this is necessary.

We’d like to receive your feedback on our service.  Please take 5 minutes to complete our Online Customer Survey at link.

 

Request A Desktop Survey
and Quote

For Help and Advice

To obtain guidance on what type of service you need or to simply obtain a quote, please contact our Business Development team

Online Quote

Alternatively, you can request a desktop survey and quotation for one of our services.  Our Business Development team will be very happy to help.

Other Useful Information

Term and Conditions

For a copy of our general Terms and Conditions of Service, please contact our operations team at operations@onwave.com

 

 

 

Frequently Asked Questions (FAQs)

Self Help and Diagnosis

Sometimes the solution to an incident may be easily found, but may not always be obvious.  By using our FAQs, you’ll find answers to those questions we get asked most frequently about our Managed Connectivity Services.  You can use these to help you diagnose and resolve your issues quickly and easily.