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Customer Support Policy

Customer Support Policy

At GoFibre, we are committed to providing our customers with ultra-fast, ultra-reliable broadband connectivity, with exceptional customer service and support provided by local teams. Our goal is to ensure every customer experiences an ultra-reliable internet connection, backed by exceptional, local customer service and support.

This policy outlines our support commitments to our broadband customers.

1. Support Availability

Hours of Operation

  • Customer support is available 24/7, 365 days a year.
  • Our Customer Service Team is available Monday to Friday 08:00-20:00 and Saturday 09:00-17:00.
  • Our Technical Support Team operates Monday to Friday 08:00-20:00 and weekends 09:00-17:00.
  • Any contact made outside of these hours will be handled by our third-party operators and assigned to our internal Technical Support Team to diagnose and commence trouble- shooting within 24 hours of receipt.
  • We have emergency network repair teams on standby for any major network faults or failures to ensure your connection remains ultra-reliable.

Contact Channels

You can contact us via these channels:

Phone Support: You can call us on 08000 590 980

Email Support: You can reach us at support@gofibre.co.uk

2. Support Process

You can view the steps GoFibre will take to resolve a service issue here.

Reporting a Service Fault

  • To raise a fault, customers should contact our support team outlined in our contact channels above.
  • Customers will be required to describe the fault they are experiencing, including key information around their equipment status.
  • Our service and support team will create a support ticket under the account holder

Troubleshooting

  • GoFibre’s support team will commence remote troubleshooting to identify the cause of the fault.
  • Following remote testing, GoFibre’s support team will contact the customer to report the resolution of the fault or request more information to diagnose the fault.
  • If the issue cannot be resolved through initial remote troubleshooting, it will be escalated to a technical expert for further investigation.

Escalation

  • Technical experts will handle escalated issues, aiming to identify the cause of the issue within 24 hours before validating the next steps to resolution.
  • For issues requiring on-site support, an engineer will be dispatched within the following SLA timeframes, varying subject to the severity of the issue.

On-Site Scheduling S Visits

  • GoFibre adheres to the following Service Level Agreements and timeframes for offering and scheduling an engineer visit to your property following remote troubleshooting and resolution failure.
  • Where possible, customers will be offered the next available appointment for their area. If GoFibre fail to offer or meet the above timeframes, we will credit your account £10, and an additional £10 for every 24 hours thereafter, up to 1 month’s service credit.


3. Service Commitments

Response Times

Phone: We’ll answer the phone within 45-seconds during Customer Service operating hours.

Email: Initial response within 24 hours.

4. GoFibre’s Responsibilities

Service

  • GoFibre will adhere to 99.9% core network uptime.
  • Scheduled maintenance or planned service disruption will be communicated to impacted customers at least 48 hours in advance.
  • We may occasionally carry out essential maintenance between 01:00 and 05:00 to apply updates and / or improvements to our network. You may not receive notifications regarding these works if we believe there will be minimal disruption to your connection.
  • GoFibre will take appropriate measures to ensure our service is stable and reliable for customers and take necessary steps to maintain the safety and security of our network and your connection.

Speed

  • GoFibre will maintain a minimum of 90% of your package speeds to your router through a wired connection at all times.
    • For example customers on our 500Mbps package will receive a minimum 450Mbps download and 45Mbps upload speed to the router.
  • If GoFibre fails to deliver 90% of your package speeds to your router out-with a connection issue / hardware issue and have not resolved the issue within seven working days we will provide a 1-month service credit to your account.

You can find more information in our compensation policy here.

You can learn more about our commitments to your speed and connectivity here.

Coverage

  • GoFibre is responsible for providing an ultra- fast, ultra-reliable connection to your property as outlined in our installation policy.
  • GoFibre is not responsible for delivering full-home coverage or extended coverage outside of the range specified within the product information of your router.
  • We may recommend you purchase extenders to increase Wi-Fi coverage throughout your property if:
    • Your property is large with multiple rooms and / or has thick walls and / or ceilings.
    • There are obstacles in the way of the router that are detrimental to your Wi-Fi strength.
  • GoFibre recommend installing no more than 3-Wi-Fi extenders throughout your property. If a customer requires more than 3 Wi-Fi extenders, we may recommend a solution to provide additional coverage which may require a third-party installation.

You can learn more about our commitments to your speed and connectivity here.

Equipment

  • GoFibre are responsible for servicing, supporting, and maintaining our equipment only as outlined in our terms and conditions of service.
  • GoFibre are not required to assist in supporting connections to 3rd party devices such as mobile phones, computers, tablets, televisions, printers, cameras, or other devices that utilise an internet connection.

Customer Devices

  • GoFibre is not responsible for servicing, supporting, or maintaining 3rd party devices such as mobile phones, computers, tablets, televisions, printers, cameras, or other devices that utilise an internet connection.
  • GoFibre is not responsible for troubleshooting or supporting extenders that were not provided by GoFibre.
  • GoFibre is not responsible for servicing, supporting, or maintaining existing network services or connection points you may have in your home such as internal cabling and / or other equipment.

5. Customer Responsibilities

  • The customer must ensure that the router and all additional GoFibre equipment is connected properly and powered on.
  • The customer must provide accurate and complete information when reporting issues.
  • The customer must follow troubleshooting steps as instructed by GoFibre staff, and work with our team to resolve your issue.
  • The customer must allow access for engineers if on-site visits are required.
  • The customer is responsible for protecting their devices against viruses, security attacks or unauthorised use.

6. Resolution

Notwithstanding sections 2, 4 and 5, you may have the right to exit your contract if a fault causes the download speed delivered to your GoFibre router to fall below the actual download speed estimate we confirmed to you in the Contract Summary and GoFibre is not able to resolve the speed fault or provide an alternative solution within 30 days of you reporting the fault to us.

In the event of a network or connection failure, you must assist GoFibre to troubleshoot and resolve the issue as per our Terms and Conditions of Service.

7. Complaint Handling

Complaints can be submitted via complaints@gofibre.co.uk and are subject to our Complaints Policy.

8. Policy Review

This policy will be reviewed annually to ensure it meets the needs of our customers and reflects any changes in our service or support capabilities.

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