COVID-19 Updates
Consumer & Business Update:
Coronavirus (COVID-19)
UPDATE 21st April 2020
Firstly, a number of people are emailing us for faults and a variety of things, using this email with its subject line Sparta Telecom COVID19 Update.
Please do not reply using this email to reply to us, but start a fresh email if reporting a fault and you are NOT self-isolating with COVID19 infections.
IF YOU HAVE ANY COVID SYMPTOMS
This email and subject line is a priority Notice email. If we received anything with COVID19 in the subject line, it will not go to normal support, but to the COVID team who deal with people with COVID19 infections.
If you are self-isolating because you suspect you have any COVID19 symptoms, then you can use this email notice to reply, if you have a fault and need it repaired.
You should state that you are self-isolating with suspected COVID19 so that Openreach can take the necessary precautions when they visit you to repair the line.
IF NO COVID SYMPTOMS
You can email support if you cannot call us, but put in the subject line what it’s reference to for example, Phone not working etc
DO NOT USE COVID 19 in the subject line.
VULNERABLE CUSTOMERS & THOSE ON LIFELINES
We are concerned about our customers who may be vulnerable, especially those that have a lifeline phone attached, or who have carer’s.
For those who fall within this category, and you have a problem with your phone or your phone develops a fault, you need as a matter of urgency to call our customer service on 0800 915 9396 or if you go to our website we have a support chat on the site that you can talk directly with an advisor. Also you can email us to support@spartatelecom.co.uk
Because of the current situation with Coronavirus, all vulnerable customers and those on lifelines are being given priority over others, when there is a fault.
We want you to know that we are here to help, and we are liaising with Openreach engineers, who are prioritising those in this group.
We will keep you updated on Coronavirus (COVID-19) on any changes that might affect Sparta Telecom and you. As you will be aware this is a fast-moving national emergency situation, but remember we are here to help.
Because all of our people are working from home, there may be a delay in answering your call, as we have high call volumes. If its urgent go to our website and on the bottom right hand corner you will see the support symbol
Just enter your details as asked and one of our support team will answer you instantly. Please try not to use this for billing issues but urgent issues only.
Currently, the situation has not changed with regards to Openreach since our last update to you. We are continuing to monitor the situation, and vulnerable & those on lifelines are taking priority where a fault is reported. Installations and transfers may be delayed for a short while, as Openreach also have reduced engineers at this time.
As you will be aware this is a fast-moving national emergency situation, but remember we are here to help, CALL 0800 915 9396.
Because all of our people are working from home, there may be a delay in answering your call, as we have high call volumes. If it’s urgent go to our website and on the bottom right hand corner you will see the support symbol
Just enter your details as asked and one of our support team will answer you instantly. Please try not to use this for billing issues but urgent issues only.
FOR BUSINESS CUSTOMERS
Any business which has a fault on the line, the engineers will come, and fix any fault on the outside of the property, should it be required to enter the property, then business owners AND their staff, MUST vacate and stay in a different room, whilst the engineer fixes any fault at the box.
The engineer will tell you when he’s done and only then can you come out of the room you’re in. Should anyone enter the room where the engineer is working, then all work will cease, and the engineer will leave, abandoning the job.
Please help our engineers by cooperating with this precaution.
In line with Government restrictions on movement, do not make unnecessary trips out. If you are able to pay your bills using a method which does not require you to travel i.e. Direct Debit, or payment by credit/debit car, we urge you to do so, we can set that up for you. If you would normally pay by cash or cheque, please contact us if travelling to a bank or Post Office would be an unnecessary, additional journey.