Customer Support

Guide

Call Logging Process

To log a call with next connex at any time please email support@nextconnex.com In order for us to deal with your issue as quickly and efficiently as possible, you will need to include the following information in your email to the next connex NOC:

  • Customer Name & ID Number and Service ID for the faulty service.(These can be found on the relevant Service Handover Certificate).
  • Name and contact details: These are for the individual contact within your organisation who we will liase with whilst we diagnose and rectify any issues.
  • Details of the problem (as much information regarding the issues you are experiencing) and what trouble shooting method you have used. 

If you have already logged a call and have a ticket ID you can call 24/7 on the switchboard number 01932505999 and press 3 for technical support. We will take your details and respond with an update within one hour. If you are emailing, make sure the Ticket ID is kept in the subject so it can be tracked correctly.

SLAs for call resolution are based on the agreed terms set out in your MasterService Agreement.

 

                                                                                    

Escalation Matrix

1st Line  Escalation email the NOC Team Leader on: support@nextconnex.com          

2nd Line Escalation email the Network Architect on:  support@nextconnex.com       

3rd Line Escalation email the Technical Director on:  support@nextconnex.com     

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Customer Contact Details

                    TELEPHONE - 01932 505 999                        EMAIL

                     Press 1:   for General Enquiries              postroom@nextconnex.com

                     Press 2:   for Sales                                  sales@nextconnex.com

                     Press 3:   for Technical Support              support@nextconnex.com

                     Press 4:   for Billing                                 finance@nextconnex.com

 

                    DEPARTMENT                                              EMAIL

                 Customer Service                                     sales@nextconnex.com

                 Provisioning                                              implementation@nextconnex.com

                 Compliance                                              postroom@nextconnex.com

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Complaint Handling

We make every effort to ensure our customers are happy with the level of service and products they receive from us. However on occasion things can go wrong. We take customer complaints seriously and aim to resolve them quickly and efficiently.
If you have a complaint about any part of our service, please contact our Account Management Team using one of the following:

  • By calling: 01932 505 999
  • By email to: info@nextconnex.com
  • By letter to: Next Connex Ltd. Unit 16, Horizon Business Village, Weybridge, Surrey KT13 0TJ

 

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