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LWD Internet provide office support for general, technical and account enquiries, 24 hours a day, 7 days a week, including bank and public holidays. We aim to respond to every support request as quickly as possible, and always within 24 hours. Our normal daytime response times are within 4 hours. Overnight responses may take longer.
We prove email, fax and voicemail contacts for support. Support responses are normally made only by email. This allows us to deal with each enquiry immediately without interruption or distraction, ensuring that we deal with problems quickly and effectively. If you have technical problems with your account, these will be investigated and corrected before we reply to you.
Information and instructions for setting up and using software for email, FTP and other facilities on our servers is provided in our support area. The support area is constantly under review and new or updated information will appear there from time to time. Please note that the support we provide is for the use of your account, not for the use of specific technologies. We will point you towards suitable sources of information for the various technologies.
Account holders should remember to provide your web hosting account number, hosting account password and your domain name with all enquiries. These details can be found on you Hosting Activation Notice which is sent to you upon activation of your hosting account. Please keep this safely.
When making support enquiries, please provide full details of any problems you may be experiencing. The more detail you can provide, the sooner we can investigate. Please include any error messages or mailbox names and passwords, file names or anything that might be relevant.
We have had very few complaints about our services, and of those complaints that we have had, the vast majority are due to customer error. Before contacting support, please ensure you have checked your settings, passwords and code thoroughly, and ensure that you have read through our support area to see if your question has been answered there.
You may contact the support team using any of the following means:
Email:
Fax: 07092 225 281
Voicemail: 07092 087 913
Where possible, please use email as we deal with email first.
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