Support Options

UK Broadband offers several service plans that are described in detail below.

To discuss any service further, call 0843 362 4888, or make a sales enquiry.

Standard Warranty

9.00 - 5.30 Phone Support

A qualified technical service engineer will troubleshoot problems within your network environment and identify failures related to products supplied by UK Broadband. Supported hours are 0900 to 1730 Monday to Friday excluding public holidays.

Replace on Receipt for Defective Products

All product that is under warranty and has been qualified as defective by a live phone conversation with an UK Broadband technical support representative who has issued an RMA number, is eligible for free product replacement. Repair or replacement products are shipped only after the defective equipment has been received by the UK Broadband Service Centre. Shipping costs for equipment being sent to UK Broadband are the responsibility of the customer. The typical turnaround time for product replacement is ten working days. Return shipping charges are covered by UK Broadband and will be shipped via UK Broadband's preferred carrier.

Online Support

UK Broadband provides a dynamically growing online knowledge base to assist its customers in troubleshooting their networks. This is available 24 x 7 x 365. Customers can also submit queries by email, in which case a technical service engineer will respond by 1730 on the following working day.

Extended Warranty

9.00 - 5.30 Phone Support

A qualified technical service engineer will troubleshoot problems within your network environment and identify failures related to products supplied by UK Broadband. Supported hours are 0900 to 1730 Monday to Friday excluding public holidays.

Advance Replacement Service

All product that is under warranty and has been qualified as defective by a live phone conversation with an UK Broadband technical support representative who has issued an RMA number, is eligible for advance replacement. Shipping costs for equipment being sent to UK Broadband are the responsibility of the customer. The advance replacement equipment will be shipped within one working day. All replacements are subject to available stock on hand and are limited to EU country destinations.

Online Support

UK Broadband provides a dynamically growing online knowledge base to assist its customers in troubleshooting their networks. This is available 24 x 7 x 365. Customers can also submit queries by email, in which case a technical support representative will respond by 1700 on the following working day.

Silver Service

9.00 - 5.30 Phone Support

A qualified technical service engineer will troubleshoot problems within your network environment and identify failures related to products supplied by UK Broadband. Supported hours are 0900 to 1730 Monday to Friday excluding public holidays.

Advance Replacement Service

All product that is under warranty and has been qualified as defective by a live phone conversation with an UK Broadband technical support representative who has issued an RMA number, is eligible for advance replacement. Shipping costs for equipment being sent to UK Broadband are the responsibility of the customer. The advance replacement equipment will be shipped within one working day. All replacements are subject to available stock on hand and are limited to EU country destinations.

Field Intervention

Following the placement of a call with the UK Broadband Support Centre, a qualified technical service engineer will commence work on the request within four (4) working hours. Working hours are 0900 to 1730 Monday to Friday excluding public holidays. Such work may be undertaken either via a remote diagnostic link or by telephone or email support to the customer. If a field intervention is deemed to be necessary to resolve a problem then an UK Broadband engineer will attend at the customer’s site by the end of the following working day. All spare parts, travel, labour and on-line diagnostics as applicable are included.

Software Updates

This feature allows for immediate notification of software patches and revisions as soon as they are released to our public website. Software and release notes can be downloaded either directly from the site or via a link to the appropriate manufacturer’s web page.

Online Support

UK Broadband provides a dynamically growing online knowledge base to assist its customers in troubleshooting their networks. This is available 24 x 7 x 365. Customers can also submit queries by email, in which case a technical support representative will respond by 1700 on the following working day.

Gold Service

9.00 - 5.30 Phone Support

A qualified technical service engineer will troubleshoot problems within your network environment and identify failures related to products supplied by UK Broadband. Supported hours are 0900 to 1730 Monday to Friday excluding public holidays.

Advance Replacement Service

All product that is under warranty and has been qualified as defective by a live phone conversation with an UK Broadband technical support representative who has issued an RMA number, is eligible for advance replacement. Shipping costs for equipment being sent to UK Broadband are the responsibility of the customer. The advance replacement equipment will be shipped within one working day. All replacements are subject to available stock on hand and are limited to EU country destinations.

Field Intervention

Following the placement of a call with the UK Broadband Support Centre, a qualified technical service engineer will commence work on the request within two (2) working hours. Working hours are 0900 to 1730 Monday to Friday excluding public holidays. Such work may be undertaken either via a remote diagnostic link or by telephone or email support to the customer. If a field intervention is deemed to be necessary to resolve a problem then an UK Broadband engineer will attend at the customer’s site within four working hours. All spare parts, travel, labour and on-line diagnostics as applicable are included.

Software Updates

This feature allows for immediate notification of software patches and revisions as soon as they are released to our public website. Software and release notes can be downloaded either directly from the site or via a link to the appropriate manufacturer’s web page.

Online Support

UK Broadband provides a dynamically growing online knowledge base to assist its customers in troubleshooting their networks. This is available 24 x 7 x 365. Customers can also submit queries by email, in which case a technical support representative will respond by 1700 on the following working day.

General Conditions of Service Provision

1. All support contracts are offered for a minimum contractual term of twelve months.
2. For Gold and Silver Service, where an equipment installation was not performed under a contract with UK Broadband, UK Broadband reserves the right to inspect the installation for acceptable workmanship and to request any changes deemed necessary for reasons of safety or quality before initiating service cover.
3. Support calls may either be made via telephone to our technical support number detailed at www.ukbdistribution.com or via email to our general support address support@ukbroadband.com This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Once an engineer responds to the call, a case number is issued and they take ownership either until the service call is closed to the satisfaction of the customer/or the call is transferred internally to another engineer to take ownership. For calls that are logged outside business hours, the customer may be provided with a specific phone number that they may call to request for an engineer to resolve a problem.
4. If an off-site repair is required, a fully working replacement will be provided.
5. All support is undertaken on the understanding that the client will ensure that there is complete access available to installed locations during the times covered for support. Access is deemed to include access to all required lifting and / or climbing equipment. If lifting equipment hire is required then this will be charged back at cost for each event it is required. Service and support response times will be deemed to start from delivery of this equipment in the event that remote dial in access cannot resolve issues.
6. Access is also deemed to include access by remote connectivity, including FTP, SMTP, Web and dial in. It remains the customer’s responsibility to ensure that all passwords, IP addresses and connectivity details are available to UK Broadband. UK Broadband will not accept any liability in the event of these details being changed and not being reported to UK Broadband thus rendering UK Broadband unable to make a remote connection to devices.
7. UK Broadband will not accept liability for any loss of business due to equipment failure or failure to meet quoted support times. UK Broadband will not accept liability for any damage to any buildings, equipment, persons or networking infrastructure by making connections to any equipment supplied by UK Broadband howsoever caused. UK Broadband will not accept liability for any damage occurring during installation of equipment howsoever caused.
8. The support contract excludes items stolen or damaged through attempted theft, equipment that has been used for other that its originally intended purpose, consumable items (batteries etc), items operated without external covers or housings in place, fair wear and tear, accidental or deliberate physical damage (including but not limited to damage from lightning strikes, physical blows to the equipment and force majeure events) and exposure to environmental conditions beyond those listed in the equipment specifications. Physically damaged units may be repaired under time and materials charges for which a quotation will be issued before any repair work commences. Units deemed beyond economical repair will be replaced at the customer’s expense with a replacement unit of similar or improved specification at the pricing applicable at the time of replacement.
9. Any support required outside the scope of the support contract will be charged in accordance with the standard UK Broadband prices in effect at the time of request.
10. Support contracts may be upgraded at any time upon the payment of the appropriate pro rata charge for the remaining time of the support contract.
11. In the event of non-payment of service and support charges beyond those agreed in writing with UK Broadband, service and support will be withdrawn until such time as cleared funds are received for all outstanding charges.
12. In the event of a client ceasing trading then any support contract in place will be deemed null and void and no refund of remaining contract time will be offered to creditors or administrators.
13. UK Broadband will not accept liability for loss of service function due to the erection of any structure after installation, nor will UK Broadband accept liability for loss of service function due to changes in the fabric of any structures to which wireless equipment is attached.
14. UK Broadband standard terms and conditions of trading apply. A copy of these is available upon request.