Circuit Installations & Renewals FAQ
Frequently Asked Questions – Circuit Installations
What do I do if I would like to order a new internet circuit?
Please contact our Sales Department (or your existing Account Manager if you have one) who will be able to answer all your questions. You can contact them on 0845 625 9025 or email them on firstname.lastname@example.org.
What will I be asked to do before I place the order?
The Sales Team will ask you to fill in a simple Registration Form including all necessary details.
How do I place the order?
We are making things simple. Once you are in contact with our Sales team, they will guide you through the process and you can place the order with them after receiving and signing an official quotation.
How fast will my order be processed?
We usually process the order internally within 24-48 hours providing we have all information necessary.
What happens after placing the order?
Once you place the order with us, we will review all requirements. Our Provisioning Team will keep you informed on progress and timelines once the order is confirmed.
Who do I contact during ongoing installation if I have any questions?
Please contact our Provisioning Team on email@example.com.
Can I upgrade my existing circuit?
In most cases it is possible, but it will be confirmed by our Sales Team as it also depends on the circuit availability and capacity in your area, etc.
How do I know if the circuit is available at my location?
We will check before you place the order and let you know in advance, detailing alternative options if necessary.
Frequently Asked Questions – Renewals
My current router/firewall/device maintenance with activereach is expiring, what do I need to do?
Please contact our Renewals Team on firstname.lastname@example.org and they will be able to help.
My current router/firewall/device maintenance with my current supplier is expiring, can I move it to activereach?
Yes – please contact our Sales Team. You can contact them on 0845 625 9025 or email them on email@example.com and they will be able to help.
What do I need to do if I would like to upgrade my current activereach provided circuit?
Please contact your account manager and they will be able to provide you with a quote for the upgrade and also availability in your area. They will also guide you through the whole process and requirements.
How long does it take to cover my device with a maintenance contract?
Please allow a minimum of 2 working days.
What do I need to do if I would like to renew my existing activereach contract?
Please contact our Renewals Team on firstname.lastname@example.org and they will provide you with a new quotation. If you are happy, they will also process your subsequent order.
What do I need to do if I decide to cancel the contract?
It depends on what contract you are cancelling as each contract may have a different notice period. The best approach is to double check with our Renewals Team on email@example.com and they will be able to advise on the notice period and the next steps.
Can I renew my maintenance contract for only 6 months or less?
Unfortunately not, all maintenance contracts must be renewed for a minimum period of 12 months.
Who do I contact if the router or any other device covered by maintenance is broken?
Please contact our Support Team on firstname.lastname@example.org or 0845 468 6068 and raise a case with them. They will be able to advise on the next steps and fix the equipment or replace it with a new one if it is part of your contract.