Call Statistics
Daily performance data from our customer support centre
Updated daily and monthly, here you will find the latest performance information showing how our Sales, Customer Care and Technical Support teams are working towards your industry-leading levels of service.
Daily
Team |
Average Answer Time |
Average Call Duration |
Day |
Support team |
5 mins 48 sec |
6 mins 41 sec |
Thursday |
Sales team |
0 mins 8 sec |
3 mins 33 sec |
Thursday |
Customer care |
4 mins 53 sec |
4 mins 32 sec |
Thursday |
Support team |
7 mins 0 sec |
6 mins 7 sec |
Today |
Sales team |
2 mins 14 sec |
3 mins 17 sec |
Today |
Customer care |
5 mins 22 sec |
3 mins 32 sec |
Today |
Monthly
Team |
Average Answer Time |
Average Call Duration |
Month |
Support team |
8 mins 22 sec |
9 mins 37 sec |
July |
Sales team |
2 mins 2 sec |
5 mins 26 sec |
July |
Customer care |
4 mins 48 sec |
6 mins 30 sec |
July |
Customer Enquiry raised via e-mail and Control Panel
When a customer raises a query by e-mail or via their online Control Panel,
we aim to respond to all enquiries within 24 hours.
Customer Email Enquiry Statistics
Average Response Times |
Target Response Times (During Office Hours) |
1 hours 45 minutes |
8 hours |
Our Technical Support Team can get busy between 10am and 2pm.
If your enquiry is not urgent, please contact us outside of these hours. During busy periods we may operate a queuing system.
We actively monitor our busy periods to ensure we have as many staff available to answer your enquiries without keeping you
waiting for too long in our queue.
Broadband Faults
Customers can report a fault on their broadband connection over the telephone or via their online Control Panel.
Where possible we always try and work towards first time resolutions over the telephone.
Cases such as intermittent sync, no sync, speed issues can take longer to resolve as we need to work with third parties such as BT to fix the problem.
Broadband faults can take up to 3-5 working days to clear.
