Technical Support

Our award winning technical support team take pride in helping customers reach a resolution as quickly as possible. 

Unrivalled Experience

Renowned for our customer service, our reputation for always delivering an unrivalled experience is something we are extremely proud of.

All of our engineers are trained to ‘3rd line standards’ meaning technical enquiries are dealt with effectively and efficiently by knowledgeable staff. 

Home to an award winning team, don’t hesitate to contact our staff whether you have a simple question or a technical query.

Customer Service

Award winning customer service with Wi-Manx

Award Winning

Wi-Manx were awarded with the Customer Service Award at the 2014 Awards for Excellence. Customer service will always be at the core of our business.

Expertise with Wi-Manx

Expertise

Our qualified and certified 24/7 support staff only provide the best service possible with quick responses and flexibility for our customer’s needs.

Quick resolution with our expert team

Quick Resolution

Treating each case individually, we never give scripted answers. Understanding the importance of your query, we constantly strive for a quick resolution.

Service Status

Customer Service

Award winning customer service with Wi-Manx

Award Winning

Wi-Manx were awarded with the Customer Service Award at the 2014 Awards for Excellence. Customer service will always be at the core of our business.

Expertise with Wi-Manx

Expertise

Our qualified and certified 24/7 support staff only provide the best service possible with quick responses and flexibility for our customer’s needs.

Quick resolution with our expert team

Quick Resolution

Treating each case individually, we never give scripted answers. Understanding the importance of your query, we constantly strive for a quick resolution.

Technical Support

At Wi-Manx we pride ourselves by offering the best possible technical support to our customers. Our support team consists of friendly, experienced and knowledgeable engineers whose main purpose is to help you with any issues you may have with your Wi-Manx service.

If there are any general problems with our systems it should be reported here as soon as the issue has been identified. Chances are, it may have already been reported and is being worked on by our engineers. The page can be found here

The technical support we provide is often one of the biggest reasons customers switch to Wi-Manx and it is certainly one area where we frequently receive praise. We like to think we can offer a level of support that satisfies our most technically demanding customers – yet still offer help and assistance to those less technical.

In the unlikely event a problem does occur, we won’t try to hide the issues nor will we deny there is a problem. Our main priority is to solve the problem, but we believe keeping our customers informed is just as important in addition to making sure it doesn’t happen again.

What to do when you have a problem?

Telephone support with Wi-Manx

Wi-Manx knowledge base

Wi-Manx email support

Outside of Business Hours

Our hours are 09:00am – 5:00pm, Monday to Friday. Hosting and datacentre customers will receive a response within the terms of any SLA. Outside of business hours, your fault will be logged and escalated to our NOC team.

Wi-Manx staff will only action changes and divulge any account-related information to authorised contacts only. For broadband and connectivity customers, this will be the named account holder. For hosting customers, Wi-Manx maintain an authorised list of personnel who are able to raise and escalate support tickets with Wi-Manx.

Customer Service

Award winning customer service with Wi-Manx

Award Winning

Wi-Manx were awarded with the Customer Service Award at the 2014 Awards for Excellence. Customer service will always be at the core of our business.

Expertise with Wi-Manx

Expertise

Our qualified and certified 24/7 support staff only provide the best service possible with quick responses and flexibility for our customer’s needs.

Quick resolution with our expert team

Quick Resolution

Treating each case individually, we never give scripted answers. Understanding the importance of your query, we constantly strive for a quick resolution.

Isle of Man Datacentra site access

Datacentre Site Access

In order to access the Heywood House datacentre you need to log a site access request.

Customers can only request access to their own area(s) and all access to the datacentre is supervised at all times (unless in the case of a dedicated rack or suite).

Access requests can only be made from a customer’s list of authorised contacts.

Access procedure with WiManx

Access Procedure

To request access, you must send an e-mail to access@wimanx.com detailing the following information:

  • Name of the person(s) requiring access
  • The date, time and duration of the planned visit
  • The company name(s) of the attendees
  • A brief description outlining the purpose of the visit

Wi-Manx requests that wherever possible, 24 hours’ notice is given for all site access requests.

Access procedure Wi-Manx
  1. Send access request you will receive an auto-reply containing a ticket-reference
  2. On arrival, authorised visitors should use the intercom to gain access to the building
  3. Once inside, your will be met by one of our team where you will be asked to quote your unique access code, show photographic identification and complete the visitors signing in book.

Without the reference or photo ID, you will be denied access to the datacentre areas. No exceptions will be made

We will provide you with a visitor card + lanyard that you should wear at all times while in the facility. All visitors must inform staff if they are leaving the datacentre and sign-out prior to leaving the facility.

Emergency access with Wi-Manx support

Emergency Access

Although we typically require 24-hours notice for access, in genuine emergency situations customers can raise a “critical” access request via the same method (outlining the situation) or by calling direct. On the correspondance please outline the request as “URGENT”. In the event you do not have access to e-mail or web access, you can telephone us direct and log a request. We will then call back the authorised contacts as set out on the authorised contact list, we will then provide the contacts with a ticket reference you need to quote (Along with photographic ID).

Access in this manner is at the discretion of the datacentre manager or senior staff member.

3rd Party Access

Customers wishing to arrange access for visitors or 3rd parties can do so by following the standard access procedure. Requests can only be made by authorised personnel as set out on the authorised contacts list.

Acceptable forms of photo identification include:

Passport, UK or Isle of Man driving license, Company ID with photograph

You will be refused entry to site without these forms of ID.

Customer Service

Award winning customer service with Wi-Manx

Award Winning

Wi-Manx were awarded with the Customer Service Award at the 2014 Awards for Excellence. Customer service will always be at the core of our business.

Expertise with Wi-Manx

Expertise

Our qualified and certified 24/7 support staff only provide the best service possible with quick responses and flexibility for our customer’s needs.

Quick resolution with our expert team

Quick Resolution

Treating each case individually, we never give scripted answers. Understanding the importance of your query, we constantly strive for a quick resolution.

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Testimonial

Without the help from Wi-Manx, these two outages could have lasted even longer and ended up as regulatory breaches for our business which I’m sure you will appreciate is pretty disastrous.

- Dave Minay, Head of IT

It is so refreshing to receive the level of customer service that we experience that quickly offers positive results and solutions.

- Mick Juchnowicz, I T Systems Manager