Technical Support

Entanet Switchboard: 0333 101 0000
Customer Services: 0333 101 0000
Sales: 0333 101 0000
Technical Support: 0333 101 0600 (direct)

Entanet provides 24/7 UK based technical support and network monitoring via its NOC (Network Operations Centre). In 2006 Entanet invited all new and existing Partners to sign up for a free Entanet VoIP Express account enabling them to call key departments within Entanet and its sister company, Enta Technologies, including technical support completely free of charge.

As part of our continuous investment strategy we have made significant investment into technical support resources, ensuring all calls are answered quickly and effectively. In addition, several innovative systems have been developed to ensure you are kept informed of all issues affecting your connections.

In response to a 100% increase in resources, we have witnessed a reduction of over 70% in call waiting times with a current average waiting time of just 45 seconds and a significant reduction in call abandonment, currently at just 4%. In addition to an increase in resources Entanet has developed several useful systems to aid you in proactively gathering information regarding your connections.

noc.enta.net

noc.enta.net is an information tool used to advise you of all planned maintenance, emergency work and outages via a web page. This information is also available by RSS feed and emailed updates. Any accounts that are identified as being effected by a PEW (Planned Engineering Work) are marked to ensure all calls received regarding this problem are efficiently resolved.

All network information and updates displayed on noc.enta.net are also available on the Entanet Partner Site ensuring thorough distribution of information.

Usage Statistics

Available via the Entanet Partners site, usage statistics are a valuable account management tool. You can view 10 minute snapshots of the amount of data your customers are transferring. Not only does this enable you to forecast and plan future capacity requirements this also provides you with an opportunity to up-sell higher usage packages to customers who repeatedly exceed their usage allowance.

DSL Central Checker

This facility enables you to check the current load of our central pipes and estimate expected performance. The provision of graphs of total usage across all of our central pipes enables you to effectively manage your connections, an effective selling point for Partners who can accurately estimate expected performance and demonstrate realistic capacity planning.

Woosh Testing

Woosh testing is available via the Entanet Partner site and enables you to perform diagnostic checks using BT systems, giving you instant access to all the pertinent information regarding the physical condition of the line.

Entanet continues to proactively develop systems which effectively support you as a Partner and further investment is planned with continual recruitment within our technical support department.