Freecom Web Design

Freecom Support


Please select the area you require help or support with. Sould you require additional assistance, you can call our UK based support on: 01384 487 800 and select 'support'.





General Support

If you have a technical issue or problem with a Freecom service, then in the first instance email support@freecom.net. Give as much detail about the problem as you can, tell us who you are (name & company) and the best contact number. Alternatively, you can call us on: 01384 487 800 and select the 'Technical Support' option and one of our UK based technical support team will be glad to help.


Fault and Problem resolution

We aim to resolve every issue as soon as we're able. If we can’t, we’ll refer it to a senior member of staff. If they can’t resolve the issue we’ll pass it on to our dedicated customer relations team. In any event, we’ll acknowledge receipt of your complaint within 2 working days and aim to resolve your complaint within 5 working days. If we can’t do this for any reason then we will let you know as soon as possible and keep you updated every week.

Please remember to include:

  • Your name and company name.
  • The date the problem occurred.
  • Your Freecom account number.
  • Names of any staff that you have dealt with.
  • A description of your complaint.

Escalations

Where an issue has not been resolved to your satisfaction, you may request that the issue be escalated to our Customer Service Manager. You can expect a response to your escalation within 2 working days.

Referrals to Communications and Internet Services Adjudication Scheme

If we are unable to resolve your complaint within 8 weeks (or if we issue with a dead lock letter), you can refer the issue to Communications and Internet Services Adjudication Scheme (CISAS). You can out more by visiting www.cedr.com or by calling them 020 7520 3814.

You may also write to them at:

CISAS
24 Angel Gate
City Road
London
EC1V 2PT


You may like to view our Code of Practice, as this sets out a clear statement of the policies, products, services and support services that we offer.