At Leased Lines Ltd, we aim to provide first class customer support, by treating each customer as an individual. Every customer is assigned a named Support Services advisor who will be the principal contact for co-ordinating the installation of your chosen service and managing any questions or problems once the service has been commissioned.

On completion of the installation, the advisor will contact you to welcome you as a customer, and will keep in touch with you at regular intervals to ensure that you are happy with the service.

Interaction between Leased Lines Ltd Network Operations Centre and Technical Support Services enables us to provide a proactive service, which includes continual monitoring of the network and customer connections. Usually Support Services will contact the customer to advise there is a fault before the customer is even aware of the situation.

Our customers take comfort from the knowledge that in the unlikely event of a service affecting issue, they will be able to speak to someone they know, rather than having to go through the rigmarole of listening to a series of automated messages before being passed to a complete stranger who knows nothing about their account history.

Customers not only have access to their appointed named advisor, but also the whole support team via email and our online support ticket system which you can login to from the 'login' option above and via telephone with a customer only private phone number assigned after your line is ordered.

The customer service and call centre is owned and managed by Leased Lines Ltd, providing a one-stop shop to handle all enquiries relating to service implementation through to upgrades. Some of the areas that are managed within customer service are:

• Bandwidth upgrades
• Domain name registrations
• 24 Hour fault reporting
• Value added services
• Amendments to services
• On-line usage monitoring

If you need to report an urgent fault, you will need to supply us with your contact details, customer reference number etc. This is primarily for security reasons to establish the caller is an official contact for the company, and also to ensure our customer details are up to date.

Any call to report a fault will generate a unique ticket number reference. Please make a note of this ticket number for reference to all correspondence regarding the particular fault.

After details have been taken, we process your enquiry through to resolution as quickly as possible, escalating where necessary. All calls are prioritised to the most appropriate team of Customer Relations Advisors and / or Corporate Support Technicians.

Any fault is first assigned for remote diagnostics. As soon as the fault level has been established you will be advised of the expected time to resolution. If a third party provider is required to attend your site this will be arranged and managed by our Technicians.

For all non-technical calls, please dial the main Leased Lines Ltd Customer Relationship Management (CRM) number 0870 350 1027 to speak to our dedicated Customer Relations Management team.