As long as you have entered your email address in our support ticket form correctly, you will receive an automated reply within an hour of raising your ticket. If you haven't received this, then please check your spam folder in case it's dropped in there.
In some cases this reply with be from our automated attendant, Doug, who will do his best to answer your query any time, day or night. However, he does need you to provide your full postal address and order number where applicable in order to help you. If he can't, you will receive an acknowledgement, related to the query category you chose. Please read this carefully and respond where necessary. Once we have all the information we need to help you, one of our agents will then get back to you.
If you haven't had any automated response within 24 hours of raising your ticket, either your email address was misspelt or you have perhaps chosen not to receive emails from us and your Internet Provider is rejecting our responses. In this instance, we recommend you contact us from a different email address, or call our customer service team for help. on 0333 210 0099
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