With the ongoing spread of Coronavirus (COVID-19) we continue to monitor the service we provide to you, our customers. This is an unprecedented time and an ever-evolving situation where we are doing our upmost to mitigate any impact to service. We would like to take the opportunity to update you on our current service status.

Support and Faults

At present there is some disruption to our ability to consistently deliver against our usual SLAs regarding faults.

Our field engineering team continue to provide fault remediation for wireless services however there are restrictions being placed upon our access to certain premises and backhaul POP sites. Currently, we are seeing no impact for faults, but we continue to monitor this situation.

Fibre faults are subject to the third-party provider’s ability to safely operate in the environment in which they are working. To this end, Openreach has declared that none of their SLAs are currently being enforced, and that faults will be remediated on a ‘best effort’ basis. This declaration was made on 24th March 2020 and as such we are yet to see the impact of this declaration in any service affecting faults.

We will monitor this situation carefully and advise further if there is anything that would impact our ability to handle faults. As you can appreciate this is a fast-changing situation and we are doing our very best to update you as soon as possible.

Service Delivery

Wireless circuit installations

In order to adhere to the government’s guidelines around social distancing and to protect our workforce, M247 will be prioritising radio installations and upgrades around the following criteria:

  1. Critical National Infrastructure (CNI) these include but are not limited to; NHS, pharmacies, utilities, emergency services, retail and wholesale food distribution outlets, financial services businesses and other categories defined by the government.
  2. Vulnerable people and organisations supporting vulnerable people.
  3. Businesses who assist CNI services such as those supporting food distribution companies.

Business critical installations for non-CNI organisations essential to their continued operation or migration to a home-working strategy will be considered. There are some restrictions being placed on access to our backhaul POP sites that could impact our ability to provide services.

Other non-urgent installations will be reviewed on a case by case basis. It remains our intention to try to provide services to our customers, but our first priority remains the health and safety of our engineers.

Fibre circuit installations
Openreach will continue to deliver services to all Critical National Infrastructure organisations and some other very limited cases. All other installation appointments between now and 31st May have been cancelled and no further appointments will be scheduled to take place before 1st June.

Virgin Media Business, where services are being delivered on-net as opposed to using an Openreach last mile circuit, are postponing all installation work for non-CNI customers for at least thirty days, resuming no sooner than 23rd April.

VoIP installations

All new services that can be delivered remotely continue as normal during this time.

We have received notice from two of our providers that they are no longer able to process number porting however we can discuss and mitigate this at the project inception.

Hosting and Cloud247 services

All services continue to be delivered as normal during this time.

We appreciate your patience and understanding as we navigate this ever-changing situation.

If you have any queries, please don’t hesitate to contact your Account Manager or Customer Care Team on customercare@m247.com

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