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COVID19 statement

COVID19 statement

 

Dear customer,

You’ve probably seen a lot of announcements and updates relating to the ongoing COVID-19 (Coronavirus) outbreak. We wanted to assure you that we’re well prepared for any situations which may occur relating to your broadband service with us. We will be doing all we can to support our customers over the coming month. We recognise that home working and social interaction – relying on broadband services – will be essential during any isolation periods.

This week we begin our home-working program and we’ve made major effort to ensure all staff, including customer services personnel, are now enabled to work from home.  Our office will be limited to 30% attendance at any one time. Our aim is to reduce the impact of the virus on our business and our people through social distancing.

We would, however, kindly ask you to keep in mind that we may have busy periods and high call volumes, so unless it’s absolutely essential that you need to speak to an advisor, please email us here: service@countybroadband.co.uk – we will respond to your enquiry as quickly as we can.

What Will Change?

  • When you call customer services, you will be told when you will be speaking to a team member who is working from home, before the call is transferred.
  • For installations or home visits, our in-field engineers will not shake your hand on arrival, and they will try to keep their distance throughout their visit.
  • For non-essential enquiries relating to your service, please email service@countybroadband.co.uk

What Will Stay the Same?

  • We will continue to monitor our network 24/7
  • We will continue to have appropriate resources in place to support our customers and network
  • The business will be open as usual, with normal working hours in place
  • You’ll still be able to call us regarding any problems or questions relating to your connection and speak to our customers advisors

Monitoring our network – We will continue to monitor and support our networks as normal. We have the appropriate resource in place to support our network.

Customer support – All of our customer support calls will be answered as normal. If you leave a message with us, we will call you back as soon as we’re able. Please note that if we receive a high volume of calls, we’ll need to prioritise these calls in terms of urgency before we respond. To help us manage customer calls, we’re also using an enhanced remote monitoring service for ‘out of hours services’, to ensure we can respond to all calls from customers. The business will be open as usual, with normal working hours in place.

Getting connected and home visits from County Broadband personnel – If you’re a customer waiting to be connected to County Broadband services and you’ve arranged an appointment for one of our engineers to connect you or conduct service works at your property – we’re still conducting home visits and connections but in the interest of customer and engineer safety regarding COVID-19, we are taking some extra precautions to protect our customers and our engineers during home visits.

We’ve prepared a helpful guide to help mitigate the risks of COVID-19 and we’ll share this with you in advance of our visit to your property.

 

Going forward – We’d like to take this opportunity to thank you for your understanding. The COVID-19 situation continues to evolve at pace but we would like to assure you that we have appropriate measures in place to ensure we are well resourced to support our customers and our network.

If you are spending more time at home, either self-isolating or social distancing, we hope you’re enjoying your County Broadband connection and we hope you and your family stay safe over the forthcoming months.

Kind Regards
County Broadband Customer Services

County Broadband On ITV Anglia News

As you may have heard the Government has signed an Accord with the Church of England which allows broadband providers (like County Broadband) to use church buildings to help relay their superfast broadband service into rural locations.

County Broadband have been working very closely with both the Chelmsford and St Edmundsbury Diocesees for the last 6 years and as a result ITV asked us to meet them in Gestingthorpe to discuss this new announcement.

 

 

BBC Radio 4 ‘Today’ on Rural Broadband

Dr Peter Cochrane discusses the long-term costs of the UK’s copper cable phone network.

From the program running order for 19/08/2015:

On Monday’s programme we spoke to the Chief Executive of BT Openreach about broadband speed across the UK. BT Openreach has been criticised for the amount of time it is taking to provide the service to some urban areas, while some rural communities complain they are getting much lower speeds and sometimes no coverage at all. Dr Peter Cochrane is former Chief Technology Officer at BT.

 

Selected Highlights

“In my village, we could not get optical fibre, we could not get bandwidth, and so I have put a wireless system into my own village, with a local company, using the church tower as a central node. So we have a mediaeval church tower that is doling out broadband to the houses in the village.”

“Could wireless be the answer then, for all of us?”

“It’s a partial answer. My point is, that the telephone company, or the network company, laying the optical fibre absolutely to every home is not necessarily the case. … For instance, my village is surrounded by optical fibre. I went to BT, I went to the railway company, and no one would allow me to have access… It’s only 200 metres… we had to do it another way.”

The local company that Peter used was County Broadband. If you would like to explore whether we can help bring a wireless broadband solution to your village, like Peter Cochrane did, please click here.

Welcome to our new Website!

We have spent a huge amount of time developing a much more modern and better integrated website which gives you a much better experience. So whether you are a business or home user you can now:

  • Check to see if you are within our network see postcode checker
  • Order our full service online (starting with a check to see if we can connect to you)
  • Resolve queries quickly via our knowledgebase articles, or you can send a query ticket to us
  • Start up a project in your village if you are in an area where our network does not yet cover
  • Learn of any upcoming network upgrades
  • Track progress on your village project
  • Learn of new projects that we are developing
  • Manage your account, upgrade your account, buy extra equipment to continually improve your broadband experience
  • Learn about why we can deliver a network to you, in areas where no one else can

We would love to receive any feedback you may have on our new website so please feedback via the contact page