Troubleshooting Guide

At GoFibre, we are committed to providing our customers with ultra-fast, ultra-reliable broadband and exceptional customer service and support delivered by local teams.

In this handy guide we’ll help set your expectations around the support and guidance we’ll provide in the instance you have a fault with your service.

How to Report a Fault with your Service

We want to make it as easy as possible for customers to report a fault with their service. To report a fault, simply contact Customer Service team on 08000 590 980 or email support@gofibre.co.uk

Raising a Service Issue

When contacting support, customers will be asked to provide their account details and a description of the fault they’re experiencing, including providing some key information surrounding the status of their equipment to help diagnose the fault as quickly as possible.

A support ticket will be created which will allow our teams to keep you updated on your resolution, alongside providing you with a platform to update or provide additional information whilst we troubleshoot your issue.

To provide more information to your support ticket, simply reply to any email you received from us referencing your support ticket number. Alternatively, you can contact our support team by phoning 08000 590 980, in which case we’ll update the support ticket on your behalf.

Troubleshooting

Once your support ticket has been received, our Technical Support team will begin remote troubleshooting. The team will check the system diagnostics and equipment logs to try and identify the cause of the fault you’re experiencing.

We will contact you by phone if we have found a resolution, made some changes to your service that require your feedback, or require additional information to help diagnose the fault.

If we cannot reach you by phone, we’ll send you an email. If the fault cannot be resolved through initial remote troubleshooting, it will be escalated to a technical expert for further investigation.

Escalation

Our team of technical experts will handle escalated and more complex faults, aiming to identify the cause of the fault within 24 hours before confirming the next steps to resolution.

For faults requiring on-site support, an engineer will be dispatched within the SLA timeframes below, depending on the severity of the fault.

On-Site Scheduling and Visits

If your fault requires an engineer to attend, GoFibre will prioritise your support visit based on the Service Level Agreements and timeframes below.

Where possible, customers will be offered the next available appointment for their area. If GoFibre fail to offer 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.

Resolution

If you are unsatisfied with the resolution, or no resolution can be reached, you can raise a complaint by following our Complaints Policy.

Customer Support Policy

You can read more about our Customer Support Policy here.