FibreWiFi Home Support
Buzcom Radio Network Service Technical Support
For Home / Super / Universal / Holiday Home Package
To raise a trouble ticket the Customer should email: support@fibrewifi.com
Tickets will be acknowledged within four hours between 09.00-17.00 Monday to Friday (excluding Bank Holidays) and be responded to in detail by email and or phone within 24 hours.
Outside of these hours tickets will be responded to within the first four hours of the next working day (Monday - Friday, excluding Bank Holidays, 09.00-17.00).
Should a site visit be required, at the sole discretion of the Buzcom Radio Network Engineer (BRNE), then this will be arranged within 10 working days of a trouble ticket being raised by the Customer (Monday - Friday, excluding Bank Holidays, 09.00-17.00).
The decision of the BRNE is final. Should a site visit take place where the fault is shown to be with either a customer's personally owned equipment or a customer error then a call out charge of £60 will be added to the subscribers account.
Holiday Home and Universal customers will receive the same support level as subscribers to the Super Package
Buzcom Radio Network Service Technical Support
For Ultra Package (package retired for new customers as of January 1st 2020
To raise a trouble ticket the Customer should email: support@fibrewifi.com
Tickets will be acknowledged within four hours between 09.00-17.00 Monday to Friday (excluding Bank Holidays) and be responded to in detail by email and or phone within 12 hours.
Outside of these hours tickets will be responded to within the first four hours of the next working day (Monday - Friday, excluding Bank Holidays, 09.00-17.00).
Should a site visit be required, at the sole discretion of the Buzcom Radio Network Engineer (BRNE), then this will be arranged within 7 working days of a trouble ticket being raised by the Customer (Monday - Friday, excluding Bank Holidays, 09.00-17.00).
The decision of the BRNE is final. Should a site visit take place where the fault is shown to be with either a customer's personally owned equipment or a customer error then a call out charge of £60 will be added to the subscribers account.
