We are currently receiving a high volume of calls. This means phone wait times may be longer than usual.
The dashboard below shows current GB phone demand. It is designed to help you make an informed choice before contacting us. It may show current queue levels, estimated wait times, and demand across our main support lines.
Use the right support route
If your query is not urgent, our AI Assistant or Help Centre forms may be a faster way to get support. Please avoid submitting duplicate requests, as this may slow down our response.
How we manage calls
We work on a triage basis for end user support. This means product fault queries are prioritised over general advice requests. This helps us focus agent time on customers who need technical support for a fault or issue with their product.
Product faults are prioritised
If you are contacting us about a product fault, your query will be prioritised over general product advice. This helps us support customers with active technical issues as quickly as possible.
If you need general advice, product guidance, or help with a common setup question, our AI Assistant is often the fastest place to start. It is currently resolving 77% of the queries it receives, helping many customers get support without waiting for an agent.
Try our AI Assistant first
Our AI Assistant is currently resolving 77% of the queries it receives. For common questions, setup guidance, and straightforward troubleshooting, it is often the quickest support route.
Installer support
Installers have their own dedicated team of support agents. This team is there to help with troubleshooting, technical guidance, and advice where needed.
Where your query is advice-based, our agents may use the call to educate and guide you towards the right process. If demand is high, the agent may ask you to email us so they can send written guidance or supporting information. This helps make sure you receive clear steps to follow, especially where a process cannot be talked through step by step during a busy call period.
Written guidance may be offered
During busy periods, we may be unable to talk through every advice-based process step by step. Where suitable, an agent may ask you to email us so we can send clear written guidance.
What we are doing to improve response times
We are actively recruiting additional team members into our Technical Support team. This will help us improve response times, strengthen our call handling, and support customers to the standard you expect.
Once you are connected to an agent, our aim is to work towards a clear outcome during that same call. Where a full resolution is not possible straight away, we will advise on the next steps.
If you are interested in becoming part of our team, please apply here:
Technical Support Coordinator
We understand that delays are frustrating, and we appreciate your patience while demand remains high. Our focus remains on giving you the right support, through the right channel, as quickly as possible.