Technical Support
1. 24/7 Online Ticketed Support
This is the quickest way to request assistance with your services at any time, day or night all year round. If you are having trouble with your hosting, domain(s) or email, we recommend raising a support ticket in the first instance; if you later wish to talk to somebody by telephone regarding your query, please call us and quote your ticket ID.
Our online support system allows you to view your current and historical tickets, close or re-open cases and access support from anywhere with an internet connection.
2. Domain & Hosting Support
We provide telephone support during UK office hours, 9am to 5pm (GMT) Monday to Friday, excluding public holidays.
General enquiries:
2. IT Support Customers
We provide telephone support during UK office hours, 9am to 5pm (GMT) Monday to Friday, excluding public holidays:
General enquiries:
Customer Accounts
Our customer accounts system lets you view domains, confirm renewal dates, edit personal details, print invoices and more!
To login click the button below and supply your login credentials
If you have a more general enquiry we would love to hear from you Contact us
Support Policy: Please view our support policy and details of our professional support upgrade.
Complaints: Any complaints regarding services received from us should be emailed to complaints@broadbandcloudsolutions.co.uk detailing the nature of your complaint. We will acknowledge the complaint within 3 working days (usually much sooner) and provide a likely timescale for resolving the dispute while keeping you informed about progress. All complaints will be considered highly confidential, and be resolved as soon as is possible by a senior staff role. If you are not satisfied with the response that you have received from our Customer Services Manager you should escalate your complaint.
Taking your complaint further
If you are not satisfied with the response that you have received from our Customer Services Manager you should escalate your complaint to our Director of Service Delivery. If we do not hear from you within 20 days we will consider the case to have been resolved.
When making an escalated complaint, please ensure that you include full details of your complaint, and reasons for your dissatisfaction with our response. You will receive an acknowledgement within two working days and a final response within 10 working days. If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.
All complaints to our Director of Service Delivery should be made in writing and include the following information:
Your name and contact details
The domain name(s) concerned (if appropriate)
A clear description of your concern or complaint
What steps you would like us to take to resolve the issue
Please write “Complaint” clearly on the top of your letter or in the subject line of your email.
Please send your escalated complaint to our Managing Director via email or in writing to:
Managing Director
Broadband Cloud Solutions Ltd
1 Ainslie Road
Glasgow
G52 4RU
complaints@broadbandcloudsolutions.co.uk
Attention: Managing Director
Abuse: To report suspected abuse of our systems or in connection with any of the services we operate, including email spam, please email us at abuse@broadbandcloudsolutions.co.uk providing full details. We will acknowledge this report within 3 working days (usually much sooner) and provide a likely timescale for resolving the abuse issue.
