Customer Support

At Redstone Telecom, we believe in looking after our customers. When it comes to support, we’ll always do our best to keep your service running as efficiently as possible.

Because every organisation is different, Redstone Telecom offers three levels of customer support for fixed lines - so you can choose the option that fits your requirements and your budget. You can choose to increase your level of cover at any time simply by contacting our team*.

Support Level 3:
Available: 24 hours a day, 365 days a year.
Response time: We’ll respond within four hours.
Support Level 3 is available on all Redstone Telecom lines - additional charges apply, ask our team for details.

Support Level 2:
Available: 0800 to 1700 Monday to Saturday†.
Response time: We’ll respond within four working hours.
Included with: Redstone Telecom ISDN30 lines.
Also available on analogue lines - additional charges apply, ask our team for details.

Support Level 1:
Available: 0800 to 1700 Monday to Friday†.
Response time: We aim to respond by the end of the following working day.
Included with: Redstone Telecom analogue and ISDN2 lines.

SIPConnect Support:
Available: 0800 to 1800 Monday to Friday. Outside these hours our on call customer support will answer any calls.
Response time: We’ll respond within four hours for serious service faults and eight hours for single destination number faults.

*Customers may not increase their care level cover while there is an unresolved fault with one of their Redstone Telecom products or services.

†Excluding public and bank holidays.

To upgrade your level of support or to report a fault with one of your existing products or services please contact our customer service team on 0845 200 200. For information on support for other Redstone Telecom products and services please talk to our team.