Telecoms Customer Service Plan 2017-07-05T13:26:02+00:00

Telecoms Customer Service Plan

OVERVIEW

All technical faults are dealt with by our Technical team. They are the point of contact to internal and external customers, resellers & partners.

The Corona Corporate Solutions Technical team are fully trained on all products offered in our portfolio.

Technical Team contact telephone number:

Standard Contract support hours:

0333 241 3344

Monday to Friday, 08:30-17:30

Out-of-hours engineer support is available dependant on your contract type.

(Please contact the Technical team for further details).

REPORTING A FAULT

When reporting your fault by telephone, our Technical team will gather all necessary information at the first point of contact. This information is entered on to our Service Management software and a case reference number is raised and issued to you via email.

This case reference number is used during the life of your fault until resolution.

Should you need to speak to our team regarding an update, please quote this unique case reference so that we are able to assist you.

All service calls must be reported by telephone to our Technical team. This verbal communication allows us to explore the fault reported in full, collating all relevant information, which helps us diagnose and repair straight away on the call or ensures that our engineers are fully equipped should an on site visit be required. Some of the basic checks/information required are detailed further down on this page.

A Corona Corporate Solutions engineer may attempt to resolve your issue remotely, either via direct access to your telephone system or over the telephone. Please ask our Technical team for further details on remote access and how it may be of benefit.

IDENTIFYING YOUR FAULT

In order to deal with your fault expediently, our Technical team will encourage basic checks to be carried out.

Analogue Lines

  1. If possible, swap the telephone over (like for like model) and attempt to dial out.
  2. If you’re using a FAX or PDQ please unplug and try to dial out using an analogue telephone.
  3. Make a note of what happens.
  4. Please provide these details to our Technical team.

ISDN2 & ISDN30

  1. If unable to make external calls, please check to see if you can dial internally between extensions.
  2. If receiving call quality issues, please make a note of 3 x example calls that have experienced the issue. The required details are: time and date of call, number dialled from and to. 
  3. If you are able to locate the ISDN “box/socket”, please make a note of which LEDs are showing.
  4. Please provide these details to our Technical team.

SIP Trunks

  1. If unable to make external calls, please check to see if you can dial internally between extensions.
  2. If receiving call quality issues, please make a note of 3 x example calls that have experienced the issue. The required details are: time and date of call, number dialled from and to.
  3. Please provide these details to our Technical team.

Extension/Handset Faults

  1. If extension/handset is dead please try another known working handset in the same socket.
  2. In the event of a crackling handset/extension, please try a handpiece and curly cord from a known working handset.
  3. Make a note of the model number and extension number of the handset in question.
  4. Please provide these details to our Technical team.

Hosted (Horizon)

  1. If all of the handsets are showing as “Unregistered”, please check the internet connection that they are plugged into. This may involve rebooting the hardware onsite, and our Technical team will be able to assist with this.
  2. If one or more handsets are showing as “Unregistered” or similar, please reboot the affected handsets. If the problem persists, please check the cabling between the telephone and the socket on the wall and ensure that all is plugged in properly. 
  3. If one or more handsets are unable to receive calls, please check to ensure that Do-Not-Disturb is not activated.
  4. If the problem still persists, please contact the Technical team.

Broadband—ADSL lines

  1. In the event that your ADSL is completely down, please initially reboot the router and retest.
  2. If issues persist, please power off router for at least 10 minutes, then power back on and retest.
  3. If there is still no connectivity, and only if you have ADSL broadband, please replace the ADSL microfilter and RJ11 cable and retest.
  4. If you are experiencing slow broadband speeds, please connect a PC directly into the router, removing any other devices attached and run a speedtest. 
  5. Please provide these details to our Technical team, along with the telephone number of the affected line when reporting the fault.

Broadband—FTTC

  1. In the event that your Fibre/FTTC connection is completely down, please initially reboot the router and retest.
  2. If issues persist, please power off the router and BT Openreach box for at least 10 minutes, then power back on and retest.
  3. If you are experiencing slow broadband speeds, please connect a PC directly into the router, removing any other devices attached and run a speedtest.
  4. Please provide these details to our Technical team, along with the telephone number of the affected line when reporting the fault.

EFM/ Leased Lines

  1. In the event that your EFM/ Leased Line connection is completely down, please initially reboot the Juniper/ Cisco router and retest.
  2. If there is still no connectivity, please take a note of which LEDs (including any alarm lights) are showing on the Juniper/Cisco router
  3. If you are experiencing slow broadband speeds, please connect a PC directly into the router, removing any other devices attached and run a speedtest.
  4. Please provide these details to our Technical team, along with the telephone number of the affected line when reporting the fault.

ESCALATIONS

The majority of faults reported are resolved within our contractual or product Service Level Agreements. However, if you need to escalate a matter, please refer to the escalation path as detailed below:

Level Contact Contact Number Escalation Path
One Technical Team 0333 241 3344 Fault resolution with Product SLA
Two Barry Morgan 020 7503 3095 Fault has not been dealt with within product SLA
Three Lee Lambert 020 7503 3097 Unsatisfactory progress escalating to Level Two
Four Gary Bishop 020 7503 3056 Unsatisfactory progress escalating to Level Three

As a valued customer, you should be advised that unfortunately Telecoms Fraud is a crime that is becoming more prevalent and wide-spread.

In order to assist to prevent this crime, you should ensure that any voicemail passwords that you use on your system are changed from default codes such as 0000 and 1234.

Our Technical Team will be pleased to offer advice and assistance if you are concerned regarding this matter.