24/7 support

[#1]

...or as in my locality at the moment ... some where in the next town.  The majority of two sizeable villages are without telecoms services.  The perversity of working copper line phones alongside non-working VoIP taking out the local GP surgery and Pharmacy has not gone un-noticed.

[#2]

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@jab1 wrote:

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Fair enough - although AIUI the BOT system works on that principle for phone/broadband issues, and account issues can be logged on the forum (without sensitive information) to be picked up in working hours

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By the BOT system, do you mean texting HELP to 07800008121?

The fora can be useful in cases where community members may be able to give helpful advice - however, I don't find it appropriate for reporting faults as there is far too much variation in how long it takes for a member of staff to respond.

[#3]

@corringham Yes - the BOT system, which will carry out automated checks, and leaves records for staff to pick up on if required, if it is used outside hours.

As to staff response times, although it has never been (or will be) acknowledged, staff levels have been greatly reduced, so even faults reported via https://faults.plus.net  are taking a lot longer to be processed than is ideal.