COVID19 update - 9th April 2021

Information for customers during COVID circuit breaker lockdown

Manx Telecom is changing the way we operate to help ensure we continue to keep our customers and our staff safe.

In line with IOM Government guidelines, and until further notice, our staff will be working from home but, rest assured, we are here for you.

If you have queries or concerns, please contact us in the usual ways. 

Our customer service teams are available seven days a week.

  • Monday to Friday 08:00 to 18:00
  • Saturday 09:00 to 18:00
  • Sunday & Bank Holidays 10:00 to 17:00

 

Sales

  • Monday to Saturday 09:00 to 17:00

 

Tech bench support and advice

  • Monday - Saturday 09:00 to 18:00
  • Sunday - 11:00 to 17:00
  • Bank Holidays - 11:00 to 17:00

 

Customer Information and Advice

Here are answers to key questions, information on how to access practical support from the comfort of your home, and details of support measures in place to ensure that families and businesses can remain connected over the coming weeks.

You can also find advice and support on manxtelecom.com for a range of needs, from pay as you go mobile top ups to fault reporting, to advice on how to stay safe online.

Frequently Asked Questions

General Questions

▼ Is your shop open?

In accordance with IOM Government guidance our Strand Street store remains closed to visitors but customers can easily shop online at shop.manxtelecom.com. Any orders placed by 10am should receive same-day delivery.

▼ Maintenance

In accordance with IOM Government guidance, from Monday 12th April 2021 our engineers will resume internal work on faults and maintenance on copper broadband. This is subject to change depending on any further advice from the government. Our teams will work with PPE, social distancing and risk assessments in place. Please note, there must be a clear route of access to the site of work.

▼ Installation appointments

If you have an existing appointment our customer services teams will contact you to discuss and rearrange your appointment. In accordance with IOM Government guidance, from Monday 12th April 2021 our engineers will resume internal work on fibre installations. This is subject to change depending on any further advice from the government. Our teams will work with PPE, social distancing and risk assessments in place. Please note, there must be a clear route of access to the site of work.

Still here for you

Following the announcement of a further lockdown on the Isle of Man, the following support measures are again in place to ensure that families and businesses can remain connected over the coming weeks. These are among measure made available during the lockdown in Spring 2019 which we have maintained over the year to help our customers and clients during these challenging times.

Low User Choice

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 support Low User Choice customers we have made all local and national calls to fixed and mobile are free on this tariff. Customers on “Low User Choice” do not need to take any action to take advantage of this benefit.

Capped Broadband – we’ve taken the caps off

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.

Customers will still see the 80% and 100% capped redirect portal page messages, with updated text advising that capped release fees are now free. If a customer uses all of their data they just need to check the link on the 100% capped redirect to release their connection, free of charge.

Support & Advice

Our customer service and home network teams are ready and waiting to answer any queries and to provide remote support for homeworkers and anyone experiencing problems. You can call them on 624624, seven days a week for support and assistance from the comfort of your home.

 

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