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Telecoms Customer Service Plan

The Aurora technical team are fully trained on all products offered in our portfolio

We take pride in our ability to provide a customer-oriented technical support team. The technicians are the point of contact for all our customers to ensure that your equipment is running smoothly!

Technical team contact telephone number

Standard contract support hours

Frequent Questions

Take a look at some of our frequently asked questions. Not listed? Get in touch and we will answer your query.

How do I report a fault?

When reporting your fault by telephone, our technical team will gather all necessary information at the first point of contact. This information is entered into our Service Management software and a case reference number is raised and issued to you via email.

This case reference number is used during the life of your fault until resolution.

Should you need to speak to our team regarding an update, please quote this unique case reference so that we are able to assist you.

All service calls must be reported by telephone to our Technical team. This verbal communication allows us to explore the fault reported in full, collating all relevant information, which helps us diagnose and repair straight away on the call or ensures that our engineers are fully equipped should an on site visit be required. Some of the basic checks/information required are detailed further down on this page.

An Aurora engineer may attempt to resolve your issue remotely, either via direct access to your telephone system or over the telephone. Please ask our Technical team for further details on remote access and how it may be of benefit.

How do I identify my fault?

Analogue Lines
If possible, swap the telephone over (like for like model) and attempt to dial out. If you’re using a FAX or PDQ please unplug and try to dial out using an analogue telephone.
Make a note of what happens. Please provide these details to our Technical team.

ISDN2 & ISDN30
If unable to make external calls, please check to see if you can dial internally between extensions. If receiving call quality issues, please make a note of 3 x example calls that have experienced the issue. The required details are: time and date of call, number dialled from and to. If you are able to locate the ISDN “box/socket”, please make a note of which LEDs are showing. Please provide these details to our Technical team.

SIP Trunks
If unable to make external calls, please check to see if you can dial internally between extensions. If receiving call quality issues, please make a note of 3 x example calls that have experienced the issue. The required details are: time and date of call, number dialled from and to. Please provide these details to our Technical team.

Extension/Handset Faults
If extension/handset is dead please try another known working handset in the same socket. In the event of a crackling handset/extension, please try a handpiece and curly cord from a known working handset.
Make a note of the model number and extension number of the handset in question. Please provide these details to our Technical team.

Hosted (Horizon)
If all of the handsets are showing as “Unregistered”, please check the internet connection that they are plugged into. This may involve rebooting the hardware onsite, and our Technical team will be able to assist with this. If one or more handsets are showing as “Unregistered” or similar, please reboot the affected handsets. If the problem persists, please check the cabling between the telephone and the socket on the wall and ensure that all is plugged in properly. If one or more handsets are unable to receive calls, please check to ensure that Do-Not-Disturb is not activated. If the problem still persists, please contact the Technical team.

Broadband—ADSL lines
In the event that your ADSL is completely down, please initially reboot the router and retest. If issues persist, please power off router for at least 10 minutes, then power back on and retest. If there is still no connectivity, and only if you have ADSL broadband, please replace the ADSL microfilter and RJ11 cable and retest. If you are experiencing slow broadband speeds, please connect a PC directly into the router, removing any other devices attached and run a speedtest. Please provide these details to our Technical team, along with the telephone number of the affected line when reporting the fault.

Broadband—FTTC
In the event that your Fibre/FTTC connection is completely down, please initially reboot the router and retest. If issues persist, please power off the router and BT Openreach box for at least 10 minutes, then power back on and retest. If you are experiencing slow broadband speeds, please connect a PC directly into the router, removing any other devices attached and run a speedtest. Please provide these details to our Technical team, along with the telephone number of the affected line when reporting the fault.

EFM/ Leased Lines
In the event that your EFM/ Leased Line connection is completely down, please initially reboot the Juniper/ Cisco router and retest. If there is still no connectivity, please take a note of which LEDs (including any alarm lights) are showing on the Juniper/Cisco router. If you are experiencing slow broadband speeds, please connect a PC directly into the router, removing any other devices attached and run a speedtest. Please provide these details to our Technical team, along with the telephone number of the affected line when reporting the fault.

How do I escalate my fault?

The majority of faults reported are resolved within our contractual or product Service Level Agreements. However, if you need to escalate a matter, please refer to the escalation path as detailed below:

Level Contact Number Escalation Path
One Technical Team 0333 241 3344 Fault resolution with Product SLA
Two Barry Morgan 020 3772 3158 Fault has not been dealt with within product SLA
Three Lee Lambert 020 3818 0186 Unsatisfactory progress escalating from Level Two
As a valued customer, you should be advised that unfortunately, Telecoms Fraud is a crime that is becoming more prevalent and widespread.

In order to assist to prevent this crime, you should ensure that any voicemail passwords that you use on your system are changed from default codes such as 0000 and 1234.

Our Technical Team will be pleased to offer advice and assistance if you are concerned regarding this matter.

‘The service I have received from Aurora, including Sales and Customer Services, has been exceptional. I have nothing but positive words for Aurora!”

 

 

Kirstie Duncan | Fieldens OTR Ltd
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