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Partner Support

• Entanet Switchboard: 0870 777 4224
• Customer Services: 0870 777 4224
• Sales: 0870 777 4224
• Technical Support: 0870 224 3494 (direct)

Entanet's UK based customer services department provides comprehensive support to both Partners and end users. Available between the hours of 9.00am - 5.30pm Monday to Thursday and 9.00am - 5pm Friday, the customer services team is on hand to help with all order management and provisioning enquiries. For technical issues our UK based technical support department is available 24/7.

To proactively assist our Partners with fast and simple account management and order provisioning we developed the Entanet Partner Site, a simple to use secure online facility via which they can place orders, manage their customers accounts, view information updates and reports and communicate with Entanet's customer services team via a notes facility. Additionally, all Partners and end users billed by Entanet are granted access to the eBilling Site from which they can view all invoices, credit notes and historical data. We ensure all Partners are kept fully informed with regular Partner Communication emails informing them of network upgrades, 21CN updates, information from BT, service improvements and much more.

In conjunction with the investment into our Technical Support we have undertaken extensive recruitment within customer services, expanding the team by 100% in the last six months. This has dramatically reduced call waiting times and enabled us to meet aggressively short average call waiting time targets.

Entanet recognises the importance of information availability to Partners' businesses and has developed several systems to ensure they are proactively informed of all relevant updates. These include:

Bandwidth utilisation

A real time reporting facility available on the Entanet Partner site that enables Partners to rapidly answer their customers' queries about DSL bandwidth utilisation alongside information on the status of the Central pipe capacity they are using.

Billing site usage data

Partners are now able to see the precise amount of data used per day for each connection on the Entanet billing site. In addition, this usage data is available either as an RSS feed or via Active Desktop.

BT notes

Partners have the option to view information that Entanet receives from BT as soon as it is published. This time critical information includes hourly BBCR (Broadband Customer Reporting), PEW (Planned Engineering Works) and MSO (Major Service Outages) reports. This enables them to provide up-to-date information to their customers on the progress of orders and events that affect existing services on a live basis.

ADSL Exchange Locator

This searchable facility (on the Entanet Partner site) details connections by exchange and can be used with the PEW and MSO information available as above from BT to identify which connections will be affected by outages and/or exchange faults.

Entanet continues to proactively develop its systems to effectively support Partners, with further investment and development planned for the future to support Partners in the operation of their business.