Customer Contact Centre Status

Location Status
Online Shop OPEN - Click here to order online.
Manx Telecom HQ Reception OPEN - Monday to Friday, 9am - 5pm
Manx Telecom Shop OPEN - Click here for opening hours.
Manx Telecom Contact Centre (624624) OPEN - Click here for opening hours.

Latest News

16/06/20 - Manx Telecom Shop update  [Read More...▼]

 

 

15/05/20 - Manx Telecom Shop to re-open  [Read More...▼]

 

 

Following updated Government guidelines, Manx Telecom is pleased to announce that its shop in Strand Street, Douglas, will re-open on Tuesday 19th May 2020.

The shop has been fully prepared for social distancing with a new layout, including a one-way system with two-metre floor markings, and the installation of Perspex screens to protect staff and customers.

Strict hygiene and regular deep cleaning measures will be in place with hand sanitiser, face masks and rubber gloves also being provided for customers. Limited numbers will be allowed into the store at any one time.

Customers will be able to hold devices and there is a careful cleaning protocol for this which is designed to help keep staff and customers safe.

Commenting on the opening, Manx Telecom Chief Executive Officer Gary Lamb said: “While the shop has been closed for several weeks following earlier Government advice to all non-essential retail outlets, our shop team has been working hard behind the scenes to ensure it would be ready to re-open safely as soon as those restrictions were lifted.

‘Due to social distancing requirements we will have fewer team members in the shop. This means we will be operating on reduced opening hours from 10am to 3pm, and will be closed on Mondays and Sundays at the present time.

“We are really looking forward to seeing our customers face-to-face again and hope they will be patient with the necessary precautions that we need to put in place to keep everyone safe.”

06/05/20 - Stepping up in a Crisis [Read More...▼]

The Covid-19 pandemic has caused major disruption to Island businesses but there are some great examples of teams stepping up to deliver in difficult circumstances. Chamber member Cathy Collins explains how Manx Telecom has been working hard to keep us connected through the lockdown period.

Manx Telecom’s Business Continuity Plans were launched early, allowing over 65% of our workforce to work remotely from their homes and continue their roles without any major hitches. Meanwhile our remaining field and technical engineering teams have been busy maintaining essential and critical connectivity services for the IOM Government, key workers and those in vulnerable groups.

Our store staff have continued to work behind closed doors, delivering hardware and handsets - almost all on next day delivery - to keep our customers working (and streaming/gaming!) from home. We have also been making capacity improvements to both our broadband and mobile networks at various locations around the Island, and recently changed our mobile network identifier to #StayHome_MT to reflect and reinforce Government messaging. The identifier currently changes each Thursday to #ThanksNHS_MT to show our support for their work and, from Friday 25 April, changed to #StaySafe_MT to reflect the changed Government Coronavirus guidelines.

We were proud to help launch the 111 Covid-19 telephone service - it has received around 6,000 calls to date. We have also received some great feedback for our #HereForYou campaign which includes removing broadband usage caps and free local/national voice calls for vulnerable groups, and doubling the validity period for pay-as-you-go mobile top ups. We’re also urging customers experiencing financial hardship as a result of Coronavirus to contact us so that we can understand how we can help them. Elsewhere we are helping local charities and support groups such as Live at Home and Laxey Lifeline to keep elderly and vulnerable people in touch with services and communities at a time when it is even more important for people to be able to stay connected with connected by phone or via the internet.

As well as adapting to the current Coronavirus situation, other work goes on as usual. We have just announced an exciting new five-year deal with Cerillion to future-proof the billing and payments side of the business. We’ve also just been awarded the prestigious BS ISO 45001:2018 accreditation in Occupational Health and Safety (OH&S) Management for leadership and management commitment to creating a health and safety culture. It’s important not to lose sight of the long term in a crisis so these developments keep us looking forward and focused on continuous improvement.

Of course, Coronavirus has presented us with challenges – the temporary closure of our Strand Street store and the restriction on engineering works are key. Having robust Business Continuity Plans in place, and a willing, flexible and committed workforce have helped us respond quickly and effectively. It’s been a great team effort across the business.

03/04/20 - Community Support – Important Numbers that we have made free to all Fixed and Mobile customers on-Island [Read More...▼]

  • 111 – (COVID-19 medical Line) 
  • 686262 – Coronavirus Information Line (non-medical)
  • 686455 – Coronavirus Business Support Line (non-medical)
  • 685400 – Income Tax Line 
  • 686262 – Social Security Line

27/03/20 - Restrictions to engineer visits and appointments  [Read More...▼]

Further to the announcement by the Chief Minister and the Isle of Man Government on Wednesday 25th March, we have taken the decision to limit our business operations. 

Our engineers have been advised to avoid entering businesses and personal customer premises. For this reason any planned installations and appointments will need to be postponed. Much of our work can be completed outside or remotely, and this will continue as normal.

We feel this is the responsible action to take at this time to reduce the risk to our staff, our clients, and to support the island’s efforts in containing the virus and bringing the Island back to normality as swiftly as possible.

Staying connected is more important than ever at this time and therefore we will be prioritising essential work, like maintaining connections and our critical national infrastructure. As always, Manx Telecom is committed to keeping the Island connected and will be back to our full working capacity upon receiving guidance and reassurance from the Government that it is safe to do so.

For personal customers

This cancellation of services will include all Fibre broadband installations. Our team will be in touch with everyone who has an installation planned to discuss options. New orders for Fibre Broadband can still be made at mt.im/getfibre and these will be completed when we are able to commence engineering visits.

We can however, complete upgrades to existing broadband plans remotely. Where we can upgrade your service without access to your premises, we will continue to do so. To request an upgrade to your existing broadband, visit mt.im/upgrade.

If you have any questions, or need an update on an order, please get in touch with our Customer Experience Team on 624624 or by messaging us through Facebook. 

For business customers

Our team continue to work as normal and are available for you to contact during standard business hours to support your business requirements, contact details as follows:

For updates on an existing order or fault, contact us on  or 636020.

For new and existing customers with a new business requirement please contact your Account Manager as normal or the team on  or 636636.

We hope that you, your colleagues, family and friends remain safe and healthy during such a challenging period for everybody. Please be assured that the welfare of our customers and employees during this time remains our number one priority.

26/03/20 - Gary Lamb speaks with MTTV - "Manx Telecom Network Update"  [Read More...▼]

26/03/20 - Manx Telecom - Here for you. Updates to Mobile, Broadband and Fixed Tariffs.  [Read More...▼]

Manx Telecom continues to work to ensure we remain open for business so that people across the Island continue to receive our network, connectivity and support services.

Given the urgency and importance of the current situation regarding Coronavirus, we are pleased to announce that we are introducing a number of temporary measures to help reduce costs at a time when people need it most, and to help ensure people can stay in touch.

We are easing restrictions on mobile and broadband contracts, reducing selected mobile call charges, and making local and national calls free for existing users of our Low User Choice tariff.

The new measures are designed to help safeguard, protect, support and connect many different groups of customers across our community. Some will come into effect by Sunday April 5, 2020.

Fixed line

Our social inclusion tariff “Low User Choice” is a simple, low-cost voice only service that is easy to understand and is designed to help our most vulnerable customers and many elderly people on low incomes or Government benefits.

To ensure these customers can stay in contact with friends, family and support organisations, we are making all local and national calls free to these customers.

Mobile Pay As You Go

To help ensure our Pay As You Go customers get the most value possible during this financially challenging period we are making these changes:

  • Pay As You Go vouchers and top up validity will be extended from 90 to 180 days.
  • 50% call charge reduction in local mobile minutes to other Manx Telecom mobiles.
  • 50% call charge reduction in local mobile minutes to Sure mobiles.

Broadband

We are releasing capped broadband services for no additional charge. This is to help ensure our Essential and Fast broadband customers - including the most vulnerable and many elderly - can keep in contact with their family and friends using email, Skype, Facetime and similar online tools.

Financial hardship

Manx Telecom has no intention of disconnecting any customers who are suffering financial hardship as a result of the economic impact of Coronavirus. Our approach is to talk with our customers and support them as much as we can to keep them connected so they can stay in touch with their family and loved ones. We would urge anyone who is facing financial difficulties to reach out to us if they are concerned about their repayments. Customers can call us on 624624 and corporate customers can contact their Account Managers.

Manx Telecom Chief Executive Officer Gary Lamb said: “These are unprecedented times that call for meaningful measures to help make it easier for us all to work together to try and limit the spread of Coronavirus and keep our families and loved ones safe.

“We have moved quickly to introduce a wide range of measures and extra value initiatives to benefit as many people as possible, and particularly to help safeguard the most vulnerable members of our society. We are sure our customers will appreciate the call charge reductions, extra time extensions and free broadband cap waiver in this financially challenging period when it will be so important to be able to keep talking to each other by phone or via the internet.

“We’d also like to reassure those who have temporarily lost their income due to this crisis that we are here to help. If you can get in touch with us on 624624, we will be able to make sure your service keeps working and can discuss an alternative repayment plan for you during this period. Customers can also reach us at manxtelecom.com and via our Facebook and LinkedIn social channels.

“I’d like to thank all my colleagues for their commitment to helping our customers at this difficult time. The Isle of Man is a wonderful place to live with an unrivalled community spirit. Together we will continue to work to keep everyone connected and supported as we face the Coronavirus challenge.”

24/03/20 - Engineer visits to homes and businesses  [Read More...▼]

We know how critical telephone and internet services are to everyone, particularly in the current situation.

Our Engineers continue to visit customers’ premises to install new and maintain existing services. 

They are taking extensive measures to protect the health of our customers and themselves.

Engineers will not be able to enter premises where anyone is suffering flu-like symptoms or where people have been diagnosed with COVID-19 or are self-isolating.

Our measures to protect staff and Customer health include and are not limited to: 

  • Risk assessment to be completed at all customer sites
  • Using anti-bacterial hand gel and wipes when entering buildings
  • Maintaining 3 metres social distancing recommended for site visits
  • Where gloves need to be taken off for dexterous work, wiping hands and donning a new pair of gloves afterwards
  • Disposing of wipes/gloves in a bag/bin away from all tools and equipment after every site visit
  • Wiping down communal equipment with anti-bacterial wipes
  • Washing hands after using equipment
  • Avoiding shared computer equipment where possible - wiping down keyboard/mouse and washing hands afterwards 

23/03/20 - Manx Telecom Shop now closed  [Read More...▼]

To ensure we continue to look after the safety, health and wellbeing of our staff and our customers we have taken the decision to close the Manx Telecom shop. We’ll open again as soon as we can. We are still here for you.

Shop from home at mt.im/orderonline.

Call Customer Experience Team on 624624

  • Monday to Saturday 09:00 to 18:00
  • Sunday and Bank Holiday’s 11:00 to 17:00

Sales and Billing will continue to operate from Monday to Friday between 09:00 and 17:00.

And you can message our digital team via our Facebook and LinkedIn pages during the same business hours.

19/03/20 - Changes to Shop and Contact Centre Opening Times  [Read More...▼]

We’ve made some operating changes to ensure we’re here when you most need us most:

Strand Street Store

To help us continue to look after the health of our customers and staff, our Strand Street store will be closed on Sundays for deep cleaning. This takes effect from Sunday, 22 March until further notice. Our store is open at normal hours Monday to Saturday

Contact Centre (624624)

Our Contact Centre operating hours will change with effect from Monday 23rd March. The new opening hours will be: Monday to Saturday 09:00 to 18:00; Sunday and Bank Holiday’s 11:00 to 17:00. Sales and Billing will continue to operate from Monday to Friday between 09:00 and 17:00.

You can also reach our digital team via our Facebook and LinkedIn pages between these business hours.

19/03/20 - Gary Lamb speaks with MTTV - "Coronavirus: Working Remotely"  [Read More...▼]

18/03/20 - Operational Changes Announcement [Read More...▼]

Today (Wednesday 18 March 2020) Manx Telecom is taking further steps to protect our customers and staff from the potential risks of Coronavirus.

We are implementing our Business Continuity Plan. Many of our 300-plus office-based staff will work from home. Manx Telecom will continue to deliver services and products as usual and our shop and Customer Experience Team remain open for business.

Gary Lamb, Chief Executive Officer at Manx Telecom, says: ‘We are implementing our Business Continuity Plan in order to minimise the number of people in our buildings, best maintain our usual operations and also complement yesterday’s latest Government advice. This is a second phase of proactive and responsible measures to help to protect our staff, our customers, the suppliers who work with us, and the wider population across the Island.

‘We fully support the Isle of Man Government’s advice and will work closely with them to help support vulnerable groups in our close Island community. Manx Telecom is committed to continuing to deliver the increasingly critical communications and connectivity services across the Island to support its people and its economy.

‘These are unprecedented times and, like Manx Telecom, a large number of Isle of Man businesses will adopt similar working from home practices. To help each other and local businesses through this difficult period we urge people to be considerate and help home workers by downloading, streaming and participating in online gaming outside office hours.’

The effect of Manx Telecom’s measure means:

  1. Closure of Manx Telecom HQ to all but our staff.
  2. Our Strand Street store remains open until further notice. We have made changes to how the team operates. To reduce the risk of infection the store receives extra vigilant, daily cleaning. Staff are working in two, smaller groups across each day and adopting Isle of Man Government health guidelines. These include social distancing from each other and from customers who cough or sneeze; following good respiratory hygiene and washing hands frequently.
  3. Social distancing - staff who remain in Manx buildings, and in customer facing roles e.g. Retail and Field teams, will maintain a minimum distance of two metres from colleagues and customers.
  4. Remote working - for all staff who do not need to work from MT sites. This also includes vulnerable staff - those who are pregnant or have respiratory, cardiovascular, weakened immune system or other conditions. Vulnerable staff who cannot work from home will continue to self-isolate.
  5. The company has already adopted recommended advice on working practice from Isle of Man Government and the World Health Organisation. Measures include no unnecessary face-to-face meetings, no hot desking, maintaining a distance of two metres from colleagues and customers, plus frequent hand-washing for 20 second periods.

Manx Telecom is reviewing the situation daily and we will communicate any further operating changes as required. For all updates, and for advice and support for our home and business customers, stay in contact with us at:

  • – our dedicated email for all questions about Manx Telecom business continuity
  • Call our Customer Experience Team on 624624
  • Message us through our Facebook and LinkedIn social channels
  • Visit our Strand Street shop

13/03/20 - Manx Telecom Business Continuity Planning for COVID-19 [Read More...▼]

Manx Telecom can reassure you that we are fully prepared should any changes to our normal business operations become necessary as a result of COVID-19.

We have a robust Business Continuity Plan (BCP) that will be implemented as required to ensure Manx Telecom remains open for business so that you continue to receive our network, connectivity and support services.

We have also implemented initial policies in the short-term to mitigate any potential issues arising from coronavirus. These are in line with UK/IoM Government and World Health Organisation recommendations and they include:

  • Restricting all staff business travel - Manx Telecom already encourages virtual meeting as appropriate.
  • Cancelling all work-related travel to affected areas as advised by the UK/IoM Governments.
  • Recommending to staff they carefully consider whether personal travel to affected areas is essential.
  • Managing staff returning from affected areas.
  • Ensuring all staff are aware of protection measures for people they know who have recently visited areas where COVID-19 is spreading.

The following key elements of our BCP ensure the continued provision of your services:

  • Manx Telecom is confident in supplying an acceptable level of service to all our customers during any period of time in which our Business Continuity Plans have to be invoked.
  • We have a high proportion of staff who have remote devices and remote access to our virtual desktop infrastructure in the event of the need to work from home.
  • We are continually monitoring our supply chain with our partners.

If you have any queries or would like any additional information, please don’t hesitate to get in touch with us at or call our Customer Contact team on 624624.

We will notify all customers of any changes to our business as usual operations and procedures via email, our website and social channels.

 


Frequently Asked Questions

Manx Telecom is now moving to business as usual following the guidance from the IOM Government. 

Going forward we will follow all UK/IoM Government and World Health Organisation recommendations. Please contact us with any questions or concerns. Here are answers to some frequently asked questions: 

General Questions

Is your shop open? [Read More...▼]

The Manx Telecom shop in Strand Street, Douglas, re-opened on Tuesday 19th May 2020

Strict hygiene and regular deep cleaning measures are now in place with hand sanitiser, face masks and gloves being provided for those customers who wish to use them. We have also retained some of the protective screens at our consultation desks. 

Our displays are now fully stocked with handsets and accessories. 

Contacting Manx Telecom [Read More...▼]

Our headquarters at Isle of Man Business Park reopened to visitors on Monday 22nd June between the hours of 9.00am and 5.00pm. 

You can contact our Customer Experience Team on 624624 (Monday to Saturday 09:00 to 18:00 / Sunday and Bank Holidays 11:00 to 17:00) 

Sales and Billing operate from Monday to Friday between 09:00 and 17:00, and you can message our digital team via our Facebook and LinkedIn pages during the same business hours.

I don't know if I'll be able to pay my phone bill [Read More...▼]

Our approach is to talk with our customers and support them as much as we can to keep them connected so they can stay in touch with their family and loved ones. We would urge anyone who is facing financial difficulties to reach out to us if they are concerned about their repayments. Customers can call us on 624624 and corporate customers can contact their Account Managers.

Is there another way of contact you rather than calling 624624? [Read More...▼]

Our teams are very busy answering calls.  You can email us on or send a message via our social media, Facebook or LinkedIn.  You can also log a query/fault through MyMT if you are registered.

Orders and Faults

I’ve been waiting to have Fibre installed and don’t want to have wait any longer.  [Read More...▼]

All orders are being reviewed and our teams will contact you to arrange installation as soon as possible.

Are you continuing to take orders? [Read More...▼]

Yes, but at this stage timescales may be a little longer than normal but we are working hard to catch back up as soon as possible.

Business Customer contact information

I am a Business Customer and would like to speak to MT about new services and requirements... [Read More...▼]

Please contact  or 636636.

I am a Business Customer and would like an update on an existing order... [Read More...▼]

Please contact  or 636020.

I am a Business Customer and would like to report a fault or issue... [Read More...▼]

Please contact  or 636020.

I am a Business Customer and would like an update on an existing fault or issue... [Read More...▼]

Please contact  or 636020.

Consumer Customer contact information

I would like to speak to MT about new services and requirements... [Read More...▼]

Please call our Contact Centre via 624624.

I would like an update on an existing order... [Read More...▼]

Please call our Contact Centre via 624624.

I would like to report a fault or issue... [Read More...▼]

Please call our Contact Centre via 624624.

I would like an update on an existing fault or issue... [Read More...▼]

Please call our Contact Centre via 624624.

Fixed Line

I have ‘Low User Choice’, what will my call charges be? [Read More...▼]

To ensure Low User Choice customers can stay in contact with friends, family and support organisations, we are making all local and national calls free to these customers.

Mobile

I’ll be able to renew my mobile contact next month, can I still do that? [Read More...▼]

Yes.  You can visit our shop Tuesday – Saturday 10am – 3pm, or online at mt.im/shop, email us at or call us on 624624

Broadband

How can I improve my broadband experience? [Read More...▼]

Check out our comprehensive advice leaflet here for key advice on how to enjoy an improved WiFi experience. If you watch videos, listen to podcasts or need large online files, you could plan ahead and set them to download to your device when fewer people are using the network between midnight and 6am. You can then enjoy downloaded information or content when you want to. These are unprecedented times and, like Manx Telecom, a large number of Isle of Man businesses will adopt similar working from home practices. To help each other and local businesses through this difficult period we urge people to be considerate and help home workers by downloading, streaming and participating in online gaming outside office hours.

Will my broadband allowance run out? [Read More...▼]

We are releasing capped broadband services for no additional charge. This is to help ensure our Essential and Fast broadband customers - including the most vulnerable and many elderly - can keep in contact with their family and friends using email, Skype, FaceTime and similar online tools.

I’ve had an ongoing problem with broadband speeds  [Read More...▼]

Please contact our Helpdesk team at or via 624624 option 3 for further support and options. Or you can send a message via our social media, Facebook or LinkedIn. You can also log a query/fault through MyMT if you are registered.