We constantly monitor the status of every device the SWS Network – email and text alerts are generated if any issues are detected within the core infrastructure to ensure key staff and engineers are able to act rapidly and appropriately to maintain connections and minimise any disruption to services.

Approximately three months historical data is available for all devices, including CPE (customer premises equipment).

The data recorded includes:

* Connection Status (online/offline)
* Connection Strength
* Connection Quality
* Connection Capacity
* Volume of data received
* Volume of data transmitted

Further information about our network standards can be found on our Network Standards page.

Depending on the time of day an alert is received or problem identified, we aim to respond:

* Same or next day for SWS Network issues.
* Same or next working day for individual customer alerts

It may take longer to identify the cause and resolve some issues, our aim is always to minimise any disruption to the service we provide.

Please see our Troubleshooting page for advice and guidelines to resolve some of the most common issues experienced.

Your feedback is very important in resolving connection issues – don’t stay quiet if our attempts or suggestions to fix an issue don’t work.

If we’ve requested feedback or an update it is likely that our investigations will be put on hold until we’ve heard from you. If we don’t receive feedback within a reasonable time frame (usually around two weeks) your case may be archived.