Support is available to all Metronet customers 24 hours a day
When you need help, contact the experts by:
- Calling 0161 822 2580. Calls received before 8am or after 6:00pm will be answered and transferred to a member of the Metronet technical team who will deal with your enquiry.
- Sending an email to support@metronet-uk.com (general queries).
- Sending an email to ticket@metronet-uk.com (access requests, add/change service requests, fault reporting).
- Use the 'Customer login' to see the status of open tickets and track updates on tickets.
- Use our 'Live Chat' to talk to us at anytime.
Support is carried out by Metronet’s team of professionally trained engineers. The company believes in providing a dedicated service that is responsive to the needs of their clients; no work is outsourced to third party companies.
If you have an issue, you can talk to someone who understands your service and has the ability to offer a diagnosis and find a resolution to the problem, 24 hours a day.
Metronet holds a large selection of back-up equipment and has access to all Point of Presence (POP) sites at all times, with engineers available at all times to carry out any necessary work.
With this level of control and immunity from third party interference, the Metronet network offers unprecedented levels of reliability. Should a fault occur, Metronet engineers are able to respond within 45 minutes.
Because Metronet engineers begin remedial work immediately without third party encumbrance, the company guarantees to address problems within three working hours, which reaffirms its commitment to delivering a total uptime exceeding 99.95% (excluding planned maintenance downtime).
Monitoring
Metronet monitors all components of the network 24 hours a day, 365 days a year. If a problem is detected, a member of the Metronet team will contact you and work with you to find a resolution. Metronet is renowned for a pro-active approach to client support.
Even if your problem isn’t associated with a Metronet system, the company will endeavour to help you isolate, diagnose and resolve the problem in the shortest time possible.
Metronet’s core network based upon Cisco, with all components SmartNet supported. The core equipment is redundant (N+1), built on multiple fibre rings – one encircling Manchester City Centre and with additional fibre rings tying together the major data centres in Manchester & London.
The company also holds spares of all radio equipment which is deployed in the core of the network and at customer sites.