COVID19 update - 13th January 2021

Information for customers during COVID circuit breaker lockdown: January 2021

Manx Telecom has changed 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 are working from home and on critical installations only 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-Friday 8am-6pm
  • Saturday 9am-6pm
  • Sunday 10am-5pm

Customer Information and Advice

Here are answers to key questions, information on how to access service and 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 our website for a range of needs, from pay as you go mobile top ups to fault reporting, to advice on how to stay safe online.

General Questions

▼ Is your shop open?

Our Strand Street store is closed to visitors but is available for online orders at shop.manxtelecom.com. Any orders placed by 10am should receive same-day delivery.  We are also able to offer a Click and Collect service. 

▼ Maintenance

In accordance with IOM Government guidance we are working on critical faults only. This is subject to change depending on any further advice from the government.

▼ Installation appointments

If you have an existing appointment our customer services teams will contact you to discuss and rearrange your appointment. Full installations are suspended until IOM Government agree it is safe for our engineers to access properties.

Still here for you

Following the announcement of a further lockdown on the Isle of Man, Manx Telecom put in place the following support measures to ensure that families and businesses can remain connected over the coming weeks. This includes some temporary measures that are still in place following the lockdown in Spring 2020 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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