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You can currently raise a support or technical request via the contact us page on our website, email support@swsbroadband.net, through our facebook page or call us on 0333 7000 227.
Please check our Troubleshooting and WiFi Coverage pages to help identify and resolve some of the most commonly reported connection issues.
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.
Do you need greater speeds? Contact us to check for availability.
Refer a friend to our service and both of you will save on your broadband.
To successfully deliver a service, there must be a direct and unobstructed line of sight between your property and one of our relays or masts.
Hot spots and 'not-spots' in your home? If you're an existing SWS Customer we can provide advice and guidance to improve your Wi-Fi.
If there is a problem with your SWS Broadband connection that we cannot fix remotely, we will offer an engineer’s visit.
Are you having trouble with your SWS Broadband connection or service? Here are some hints and tips to get you up to speed.