If you are having problems of any kind with your Connect 247 dial-up account (Lite, Evening & Weekends, Standard, Premium, ISDN or PAYG), BEFORE YOU DO ANYTHING ELSE:
1) Restart your computer (and your router if you have one) and try again.
2) Re-enter your username and password and try again.
3) Check the Status Page to check for any known problems on our systems and networks. (Note: The Status Page is updated by humans, and in some cases it might take some time to investigate and determine if a fault might impact more than one customer).
4) Read through the extensive Online Help pages (you'll find links to these below).
If none of these steps help you solve your problem, please contact our technical support department by email or, if necessary, by telephone (details of which appear below)
[ Online Help ] [ Technical Support by Email ] [ Technical Support by Telephone ]
NEW: Download the Connect 247 User Manual. Click Here
If you are having problems of any kind with using or connecting to the Internet with your Connect 247 unmetered account, we strongly recommend that you read through the online help and trouble-shooting information that is available here on our website. It is extremely comprehensive and covers just about every problem you are likely to encounter:
For online help on connecting to the Internet using your Connect 247 account, please click here
For online help on using Email with your Connect 247 account, please click here
For online help on using your Personal Web Space, please click here
For online help on other topics including how to cancel your account, please click here
If the solution to your problem isn't covered in our online help, or you need clarification or additional details, you can contact us by Email and we'll do our best to assist you.
You can do this by simply sending an email to support@cymru1.net
You will normally receive a reply within 24-48 hours.
Or, if your question is related to billing, please send an email to billing@cymru1.net
You will normally receive a reply within 24-48 hours.
If you use our 0844 535 1740 Pay As You Go dial-up number please click here for support information for your product. The contact details below are for Connect 247 dial-up customers only (Lite, PAYG, Evening and Weekends, Standard etc, with dial-up numbers starting 0808, 0845 or 0844 055).
For all other dial-up customers (e.g. 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 and 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 £1.03 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. Technical Support on this number is provided by Murphx Innovative Solutions Ltd and not by Cymru 1 Limited. Cymru 1 does not benefit from any revenue share 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 01/08/2011 - 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 email addresses) or for customers using our 0844 535 1740 Pay As You Go dial-up number cannot be provided on this number. It is ONLY for customers using dial-up numbers starting with 0808, 0845 or 0844 055.
Before calling:
Check for any known faults on our network on the Status Page
Check for a solution to your problem on our extensive Online 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 engineer 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.