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You recently received a Service Update with regards to Remote Working and we have been blown away by the responses we are receiving from customers. Many have asked what other customers are doing - Keeping calm and placing their trust in the technology is without doubt the current consensus among small businesses. Some have even asked what we are doing, and we are happy to share with you that Kieran and Sam have been working together from home for more than a decade! For us, this is business as usual. Our babies are now 6 and 8 years old, they know how to keep quiet when the phone rings, and we always enjoy having them at home in the school holidays. And so we carry on.
Naturally, we have stopped any form of sales and marketing activities and we stopped any social media promotion on the 11th March. We think it's right, for our industry in particular, to focus exclusively on existing customers and we will continue to do so for as long as it takes. We are financially sound and our industry is at the heart of how we all communicate. We are debt free as a business and have worked hard over the last few years to take ownership over our own networks for full autonomy both technically and commercially. From this, we hope you can appreciate we are keen not to profit from coronavirus in any way. It is therefore possible for us to make several changes to how we bill you moving forward.
First, Unexpected Usage will be charged at the same rate as your Expected Usage, regardless of the level. This means that across the board Unexpected Usage charges will be a third of what they could have been. This applies to Talk-Time, Data Consumption, and Answering Support. For those services without Expected Usage and regularly paying Unexpected Usage rates, you can assume your bills will go down.
Second, access to our trade pricing with equipment suppliers will be made immediately available to all customers. This will include products from Broadbandbuyer.com, ProVu Distribution, and VoIPon Solutions. We have no problem sharing this pricing with you, so please ask if you need anything that might help with setting up at home for the forseeable future. We will also provide advice and remote support at no charge.
Third, overdue notifications will stop. We have absolutely no intention of cutting off services for late payments. So long as you have intent to pay then we will be as patient as we possibly can, in every scenario. We will still send reminders, so please keep lines of communication open and update us if you are having difficulties. Our suppliers are, on the whole, being equally generous and that degree of flexibility will be passed on to you.
We hope these measures go some way to helping our customers through the coming months but, as you know you always can, please talk to us if there’s any other way we can help each other.
Your continued custom is appreciated more than ever.