With 99.95% up-time and proactive network monitoring, we are always one step ahead of any potential problems. Customer satisfaction is at the heart of everything we do and resolving any issues quickly and efficiently is our priority
24/7/365 Support
40 support staff working 24/7 shifts
Leading NPS Score
Consistently above industry average
Customers at the heart
Dedicated technical & customer care teams
24/7/365 Support
40 support staff working 24/7 shifts
Leading NPS Score
Consistently above industry average
Customers at the heart
Dedicated technical & customer care teams
Our customer support commitment
All our customers and partners have access to 24/7/365 support. With 99.95% up-time and proactive network monitoring, problems are extremely rare, but if a M247 customer does experience an issue, we promise to fix tier 1 incidents within four hours.
We own our own network and employ our own engineers, it means we always oversee the resolution from start to end, never ever passing a problem. It’s the way we’ve always worked and is part of our culture here at M247.
My247 Customer Portal
Our exclusive customer and partner portal allows you to manage your services, provision new infrastructure quickly and easily, and get in touch with our Support team.
On-board yourself or use details given to you by your company administrator to login here. Using two factor authentication for secure access, you can utilise the range of support tools available.
Everything you need, in just a few clicks
All-in one user and service management, availability checker, quote tool and API integration.
- Set up new users. Setting up new users in the portal is easy once you are logged in, simply add new contacts / names. New users can be set different access rights: standard or administration.
- Availability checker. Use the postcode checker within the portal to see if your customers fall within the M247 network, if they do you can select the required access speed and view instant availability within the area.
- Quote tool. Use the quote tool to gain instant access to installation fees, monthly costs and the maximum speed available at that address. So you can complete your customer proposal with ease.
- API. Our postcode check and quote tool functionality is also available as an API integration to your system to offer instant access. Contact your account manager for more details.
24/7 Technical support team
Always-on proactive monitoring and technical support
Our technical experts ensure you get the support you need, when you need it. Our ongoing NPS survey allows our customers to feedback on the service they are receiving.
- 24/7/365 support: 40+ support staff working 24/7 shifts
- Specialist teams: ensuring the right fix, faster
- Strict SLAs and operational KPIs
- 24/7/365 NOC proactively monitoring our network and resolving incidents
- Talk to our technical experts who answer the phone directly
Contact technical support
M247 network operations centre
Constant, proactive network monitoring, using enterprise-class network management tools, means M247 can offer customers an unrivalled level of service and complete peace of mind. Our support model means we offer:
- Round-the-clock proactive monitoring of the core network, delivering 99.95% availability
- Raise alerts and provide fixes using our state-of-the-art systems
This proactive support model means we often identify and fix issues before customers are even aware of anything happening.
Pre-Sales Team
We pride ourselves on our Pre-Sales team; employing the best in industry professionals who deliver against our values as an organisation:
- Delivering brilliant customer service, making it easy for you to do business with us
- Operating an environment and culture that attracts talented individuals to our organisation, allowing you to leverage the best technical minds in the industry
- Utilising the best data and insight to ensure we provide the best products and services possible to you
- Empowering customers through the use of our agile and flexible solutions, allowing customers to make the best possible technology choices with M247 at the helm
M247 field based engineers and warehouse
When its our own network, its our own engineers. Our strong team of experienced, professional field engineers work alongside our warehouse team to deliver customer solutions and resolve issues 24-7, 365 days a year.
We can schedule services around you e.g. around your peak business hours, to ensure minimal disruption.
24-7 access to our warehouse and stock on demand
Our engineers work together with our warehouse team meaning stock can be allocated, configured and prepared ready for dispatch faster; fixes are made quicker and installations are provided and overseen from start to finish by us – meeting our SLA’s.
Health & safety and quality standards a priority
As a minimum, all M247 engineers have achieved: NICEIC Safe Isolation, IPAF, Working at Heights, IOSH, First Aid and Fixed Access & Ladder Rescue training.
M247 customer care team
Our customer care team is here to help with the non-technical queries such as account updates and billing.
Our customer care commitment:
To ensure our customers can connect to someone who understands their query and takes ownership of fixing it as quickly as possible with a clearly communicated plan.
Contact customer care for:
- Billing updates and queries
- General account queries
- Change in contact details
- Contract novations
Frequently asked questions and queries
Q. I want to change the services I have e.g. upgrading and downgrading
A. A. Please contact you account manager or our customer success team. You can call us on 0161 822 2580 and select option 1 or email us at customersuccess@m247.com.
Q. I don’t know who my account manager is
A. Please contact you account manager or our customer success team. You can call us on 0161 822 2580 and select option 1 or email us at customersuccess@m247.com.
Q. How do I cancel a service?
A. Please contact you account manager or our customer success team. You can call us on 0161 822 2580 and select option 1 or email us at customersuccess@m247.com.
Q. How do I novate a service / take over a contract from another company / transfer a contract to another company?
A. Please contact you account manager or our customer success team. You can call us on 0161 822 2580 and select option 1 or email us at customersuccess@m247.com.
Q. I want a copy of my contract or a have a general contract query
A. Please contact you account manager or our customer success team. You can call us on 0161 822 2580 and select option 1 or email us at customersuccess@m247.com.
Q. I have a query about my latest invoice
A. Please contact you account manager or our customer success team. You can call us on 0161 822 2580 and select option 1 or email us at customersuccess@m247.com.
Q. I’d like to give some feedback
A. Please contact you account manager or our customer success team. You can call us on 0161 822 2580 and select option 1 or email us at customersuccess@m247.com.
Download Our Shared Screen Support TeamViewer:
Please download our support application so we can diagnose and fix any issues.
Sales: 0808 253 6500
Support: 0161 822 2580
To find out how our technology can transform your business get in touch