If you need to contact us to log a fault relating to a service we supply you, then please see below :-

Contacting us

Your dedicated Datatel fault reporting telephone number would have been sent to you when you became our client. It can also be found toward the bottom of the page of the last invoice we sent you. If you can not locate it, then please call our customer services team on +44 (0)845 310 0083 who will be happy to handle your fault.

Please note that we can only manage fault reports within the care level times that your lines and/or circuits are subscribed to (see below). Confirmation of your lines' and/or circuits' care levels can be found within the "Service Charges" section of the monthly invoice/management report we send to you.

 - Standard Care -
Operates during 0800 - 1700 hrs Monday to Friday, excluding Bank and Public Holidays.
Engineers will respond to a fault report received before 1700 hrs on one working day by the end of the next working day. Work will be carried out only during working hours.

 - Prompt Care -
Operates during 0800 - 1700 hrs Monday to Saturday, excluding Bank and Public Holidays.
Engineers will respond within 4 working hours of receipt of a fault report. If the fault is not cleared during this period, we will advise the customer of the progress being made to clear the fault via the contact.

 - Total Care -
Operates 24 Hours per day, 7 days a week including Bank and Public Holidays.
Engineers will respond within 4 hours of receipt of a fault report but this does not apply to faults which do not immediately affect the use of equipment by the customer. If the fault is not cleared during this period, we will advise the customer of progress being made to clear the fault via the contact.