Log a support call.
Tell us what is wrong and we will pick it up in priority order - usually within 15 minutes for remote issues, and on site within three hours on average.
Whole business down? Please also call 0191 691 3300 so we can respond immediately. You will receive a confirmation by email; keep it as your reference.
What happens next
You get a confirmation by email straight away. An engineer reviews the ticket and calls or connects remotely, usually within 15 minutes. If it needs a visit we will give you a time - average response is under three hours. We will ask you to confirm it is fixed before we close the ticket. Response targets apply Monday to Friday, 08:30 to 17:30; contract clients with out-of-hours cover should use the emergency number on their agreement.
