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If you are experiencing a problem with your line or internet connection please visit our Broadband Help & Support pages and our Telephone Help & Suport pages first as they are packed full of helpful advice.
It’s also important that you check all your equipment is working. If an Engineer visits and finds your equipment or settings are the cause of your problem you will be charged for the callout and we don’t want that! This Help & Support section should enable you to quickly and easily resolve your problem.
And if you can’t find what you’re looking for or still need help once you’ve carried out all the checks, email us at service@hometelecom.co.uk - we’ll do all we can to help solve your problem or arrange for an engineer to visit.
The Home Telecom team of engineers are experts in their field across a wide range of Products and Services. Regular training programmes keep them up-to-date on all the latest technology, products and services.
Support is available from 8.30am to 5.30pm Monday to Friday. During these operational hours it is equally easy for you to contact a telecoms support person via email and, outside of these times, calls are dealt with by an out-of-hours team of telecoms professionals.
The following hours of business will be effective from 2012
Sales & Customer Billing
Telephone: 01403 216133
Monday to Friday 8.30am to 8pm
Saturday 10am - 4pm
Customer Service (Help & Support)
Telephone: 0844 880 4648
Monday to Friday 8am to 8pm
Saturdays 10am to 6pm
Sundays and Bank Holidays 10.00am to 2.00pm
24 Hour Payment Line
Telephone: 0844 264 1613
Complaints
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
If you have a complaint about any part of our service, please contact our Customer Services Manager using one of the following:-
By phone: 0844 880 4648
By email: service@hometelecom.co.uk
By letter: Customer Services Manager, Home Telecom Ltd, Global House, 60b Queen Street, Horsham RH13 5AD
Our full Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code of Practice in the attached document below. Alternatively, copies are available free of charge and on request from our Customer Service Team by emailing service@hometelecom.co.uk.
For more information contact service@hometelecom.co.uk.