How do I raise a support ticket?

Simply head to the Support area within your customer portal, and select the relevant department to submit a ticket to our team.

The available departments are:

• Support
• Sales
• Billing

The Support department is available to assist you 24x7, providing direct communication to our dedicated on-site Network Operations Centre (NOC). This is also where you request remote hands.

The Sales and Billing departments will assist you during day-team hours, between 9am and 5.30pm, Monday to Friday.

Support tickets are generally responded to within a couple of minutes, depending on the nature of the request.

Provided you are using an email address that’s registered on your account, either as a User or a Contact, you can also open and respond to tickets via email, without using the portal. You can do this by emailing the following addresses:

• support@netwise.co.uk
• sales@netwise.co.uk
• billing@netwise.co.uk

Please note that this email piping will only work from an email address registered on your account, otherwise messages to these inboxes will be rejected.

You can also call us 24x7 on 0845 430 9900, however it is generally faster and more accurate to request action via a ticket, as this avoids the need for further security verification.

Facility access and deliveries are handled separately.