Why can’t I call Customer Care?

We love the internet. A lot. So, it only makes sense that we support our customers exclusively on the internet.

We’re 100% online to offer you the most responsive support possible. 

This means we don’t use call centres or offer phone support (and never have). Instead, we focus all our energy on quick, efficient digital communication via SMS or Live Chat.

How this benefits you.

No waiting in phone queues.

You can simply send us a message and continue on with your day without being tied up on the phone listening to elevator music. 

This also means you won’t have to spend time explaining your entire situation only to hear, “Let me transfer you to another department” and then have to do it all over again.

Efficient troubleshooting.

Most troubleshooting starts with a factory reset of the modem which takes 10 min - over a phone this leaves you and the agent tied up and waiting longer than you both need to. With digital support, you can also send us photos of your equipment or coaxial cable line if needed.

No more recaps.

Chat at your own pace and refer back to your message history when needed. Check previous answers and never worry about having to repeat yourself ever again.

Why it suits us.

Help more customers.

We want to help as many people as possible, as quickly as possible. Unlike phone support, where agents are limited to one person at a time, our digital platform allows us to assist 5-6 customers simultaneously.

This means that while you’re busy checking a cable or typing a reply, we can keep the line moving for others. With over 15,000 inquiries every month, this multi-tasking approach ensures no one is left stuck on hold.

Quality answers.

Staff can take a minute to ensure answers to all your burning internet questions are clear and contain all the necessary information that you need. Take a look at some examples in our article: “I am a Customer Care specialist with Telephonophobia.”

Collaborative care.

Our platform allows Customer Care specialists and managers to collaborate on your chat in real-time. Instead of ‘transferring’ you to another department, we simply bring the experts directly to you.

This approach means complex issues are resolved faster and more accurately, without the friction of traditional departmental hand-offs.

We know that switching to a 100% online provider can feel like a big change. However, we invite you to give it a try! Most customers are surprised by how much faster and more efficient it actually is.

That said, we value transparency. If phone support is a non-negotiable for you, we might not be the right fit for your needs, and that is completely okay. We want you to have the service that makes you most comfortable.

Updated on: 27/11/2025