Technical Support Contacts

We offer a wide range pf products and services, most of which have their own dedicated Technical Support numbers and email addresses. For some products Technical Support is provided by a third party company and not by Cymru 1 directly.

Please read through the following section carefully in order to make sure you contact the correct department

Before contacting any technical support department please be sure to read
through the very extensive help and trouble-shooting sections of our website.

Broadband customers must try rebooting their router and attached computers before doing anything else.
Doing so solves the vast majority of problems reported to the support departments.

We also highly recommend that you check the online Service Status page,
or call our 24 hour Status Line on 0870 950 4110 to check for any known general faults on our network.

For quick access to the appropriate details, please click on the product or service you need help with:

If you are not sure which department to contact, please use the Diamond Support contact details to ask for advice.

Connect 247 Broadband Technical Support

Before reporting a fault to the Broadband Technical Support department, please be sure to read through the very extensive Broadband help and trouble-shooting section of our website. In particular, please be sure to try rebooting your router and attached computers before you do anything else - doing so solves the vast majority of problems reported to the support department.

Broadband customer Technical Support by Email:
Free email-based technical support for Broadband customers is normally available 24 hours a day, 7 days a week, including all public holidays. Please send a message to support@cymru1.net being sure to include your name, your broadband username (or the telephone number of the broadband line), and the nature of the problem you are experiencing. We aim to respond to all enquiries as quickly as possible - whenever possible in less than 24 hours.

Broadband customer Technical Support by Telephone:
Telephone-based Technical Support for Broadband customers is normally available 24 hours a day, 7 days a week, 365 days a year on 0906 788 0808. Calls to this number cost £1 per minute when called from a normal BT landline. Calls from other networks and from mobile phones may be higher. This service is available in English only.

Calls are routed to a UK-based call centre. Cymru 1 does not benefit financially from calls made to this number. Calls are limited to a maximum of 20 minutes and may be recorded or monitored for quality control and training purposes. Callers must be over 18 and have the permission of the bill payer. Call cost valid 01/01/2008 - please revisit this page to check for any changes.

Support on this number is provided on a best endeavours basis and can only be provided to PC users running Microsoft Windows and using Microsoft Outlook/Outlook Express and Microsoft Internet Explorer. Callers may be requested to contact the manufacturer of their computer or broadband router or modem if necessary - for example if a hardware fault is suspected. Support is limited to providing basic technical assistance with and trouble-shooting of your broadband connection and yyy@xxx.cymru247.net email address, and with the basic broadband configuration of hardware supplied by Cymru 1. Support for @cymru1.net email addresses (or any other non xxx@yyy.cymru247.net addresses) cannot be provided on this number.

Before calling:

• Check to see if you are entitled to call the Diamond Support number instead
• Check for any known faults on our network on the Status Page or by calling the 24 hour Status Line on 0870 950 4110
  
• Check for a solution to your problem on our extensive Broadband Help and Trouble-Shooting pages
• Reboot your router and your computer - this simple step solves the majority of problems reported to the support department
• Have your broadband username (or the telephone number of the broadband line) available ready to give to the person who answers your call in order for them to find your account as quickly as possible.
• Read through the manual that is provided with your broadband router or modem and follow any diagnostics/trouble-shooting steps that it might suggest.

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Connect 247 Dial-up Technical Support

Before contacting technical support please be sure to read through the very extensive help and trouble-shooting sections of our website. Solution to most types of problem that customers might encounter can be found there.

If you use our 0844 535 1740 Pay As You Go number you are entitled to Diamond Support and should use the special Diamond Support number and email address.

For all other dial-up customers (i.e. customers with Connect 247 Pay As You Go, Lite, Evenings & Weekends, Standard, ISDN or Premium accounts) contact details are as follows:

Dial-up customer Technical Support by Email:
Free email-based technical support for dial-up customers is normally available 24 hours a day, 7 days a week, including all public holidays. Please send a message to support@cymru1.net being sure to include your name, your dial-up username, and the nature of the problem you are experiencing. We aim to respond to all enquiries as quickly as possible - whenever possible in less than 24 hours.

Dial-up customer Technical Support by Telephone:
Telephone-based Technical Support for dial-up customers is normally available 24 hours a day, 7 days a week, 365 days a year on 0906 788 0808. Calls to this number cost £1 per minute when called from a normal BT landline. Calls from other networks and from mobile phones may be higher. This service is available in English only.

Calls are routed to a UK-based call centre. Cymru 1 does not benefit financially from calls made to this number. Calls are limited to a maximum of 20 minutes and may be recorded or monitored for quality control and training purposes. Callers must be over 18 and have the permission of the bill payer. Call cost valid 01/01/2008 - please revisit this page to check for any changes.

Support on this number is provided on a best endeavours basis and can only be provided to PC users running Microsoft Windows and using Microsoft Outlook/Outlook Express and Microsoft Internet Explorer. Callers may be requested to contact the manufacturer of their modem or PC if necessary - for example if a hardware fault is suspected or new drivers might be required. Support is limited to providing technical assistance with and trouble-shooting of your dial-up connection and yyy@xxx.cymru247.net email address. Support for @cymru1.net email addresses (or any other non xxx@yyy.cymru247.net addresses)) or for customers using our 0844 535 1740 Pay As You Go dial-up number cannot be provided on this number. This support number should ONLY be used if you use our 0808 or 0845 dial-up numbers.

Before calling:

• Check to see if you are entitled to call the Diamond Support number instead
• Check for any known faults on our network on the Status Page or by calling the Status Line on 0870 950 4110
• Check for a solution to your problem on our extensive Help and Trouble-Shooting pages
• Reboot your computer and try using a normal phone (not a mobile) to call the number your computer normally dials to make sure a modem answers at the other end.
• Have your dial-up username or postcode available to give to the person who answers your call.
• Read through the manual that is provided with your modem or PC and follow any diagnostics/trouble-shooting steps that it might suggest.

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dmNumber Technical Support

For technical support enquiries regarding dmNumbers (our sophisticated 0870, 0871, 0800, 0845, 0207 and 0700 non-geographic number range) and associated products such as dmAnswers, please contact the dedicated dmClub helpline by email at support@dmclub.net (being sure to provide details of the dmNumber you are enquiring about)

If the matter is urgent you can contact the dmNumber helpdesk by phone on 020 7060 2000.

Phone lines are normally open from 9:30am to 5:30pm Monday to Friday, excluding public holidays.

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Low Cost Calls and Line Rental

If you receive bills for your phone calls or for phone calls and line rental from Cymru 1, you will have been provided with a special 24 hour 0800 number to call to report a fault. If you do not have this number to hand and need help, please contact Diamond Support.

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@cymru1.net email addresses

If you need help with your @cymru1.net email addresses please contact the Diamond Support department to obtain technical support.

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Customers using our 0844 535 1740 number

If you use our 0844 535 1740 Pay As You Go dial-up number please contact the Diamond Support department to obtain technical support.

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Domain Name Registration

Technical support for domain names registered through www.c1-domains.com is provided by C1 Domains based in the USA.

To obtain support by email: Please visit www.c1-domains.com and click on the Support link you'll see in the main menu bar at the top of the page.

To obtain support by telephone: If you are based in the UK please dial 00 1 480 624 2500. Please remember that this will be charged as an International call to the USA, though depending on your telephone service provider and calls package is may be less expensive than calling some numbers in the UK. International callers should dial + 1 480 624 2500 (the + indicates that you should dial your normal international access code before the 1, which is the international country code for the USA)

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Hosting account and VPS Technical Support

Customers with Gold and Silver hosting accounts, or who rent Virtual Private Servers from us, are entitled to Diamond Support and should use the special Diamond Support telephone number and email address for all Technical Support enquiries.

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Diamond Support

Diamond Support offers eligible customers prioritised access to the Cymru 1 support department on an 0871 (normally 10p per minute) number instead of a more expensive Premium Rate number during normal office hours. It also offers prioritised Technical Support by email 24 hours a day, 7 days a week.

The following customers are eligible for Diamond Support:

• Customers who have purchased an annual Diamond Support Contract.
• Broadband and Dial-up customers for the first 30 days after signing up for an account
• All Silver and Gold hosting customers
• Customers with @cymru1.net email addresses
• Customers using our 0845 535 1740 Pay As You Go dial-up internet access number
• Customers who have switched to Cymru 1 for their telephone calls or line rental

Before contacting the Diamond Support department please be sure to read through the very extensive help and trouble-shooting sections of our website.

We also highly recommend that you check the online Service Status page, or call our 24 hour Status Line on 0870 950 4110, to check for any known general faults on our network.

Contacting Diamond Support by Email:
Email is the preferred method for contacting the Diamond Support department. Please send an email to diamondsupport@cymru1.net being sure to include your name, your username or account number and a full description of your enquiry

Contacting Diamond Support by Telephone:
If the matter is very urgent you can call the Diamond Support department on 0871 871 4747. Calls cost 10p per minute when called from a normal BT Landline. The cost of calls from other networks and mobiles may be different.

Lines are normally open from 9:30am to 5:30pm Monday to Friday, excluding public holidays.

 

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