The last few years GCI have made massive steps forward in bringing a number of different companies, networks, teams and technologies together. In 2017 the focus will be on the quality provision of service.
GCI’s operational focus is centred on our customers and our processes are designed to provide you with the most efficient and timely service no matter the size and scope of the project. The team at GCI work under a program measured by operational excellence and continuous improvement to ensure we always deliver a first class service.
How will I be contacted and updated on my order?Answer
Within 48hrs of your order being accepted by GCI, a member of your dedicated project team will contact you to ensure we have all of your requirements and understand any constraints you may have. You will then be updated weekly as a minimum.
Who can I escalate to if I feel my project isn’t progressing in an efficient manner?Answer
On acceptance of your order, you will receive a welcome pack that will details the escalation path, you will be provided with contact information for your Project Team leader, our Customer Relations team and Head of Service Delivery.
How I can raise a fault once my project is handed over to the Service Operations team?Answer
How do I contact my project team?Answer
You will be supported by a team of 4 highly skilled project staff, led by a senior and experienced Prince2 qualified project manager, this will ensure there is always someone available to deal with any requests or questions you may have. During your initial kick off call with the team you will be provided with all the specific contact details for your specific team.
What is Traffic Management and why is it required?Answer
A carrier may have to apply to the local council to provide traffic management whilst the carrier complete their external works. This is required to keep the engineers safe whilst they complete their works.
How quickly can you deliver my order?Answer
We have the resource, flexibility and products to meet customer’s time constraints. During your project kick off meeting with the provisioning team, you will be provided with a project timeline that will detail the critical key dates for your delivery.
What is Wayleave?Answer
Should the carrier site survey indicate that work is needed on private land, it could lead to Wayleave. This is a written agreement between the carrier used and the land/property owner, this may have an impact on the delivery of the circuit, and delays may be encountered. Again GCI have the products and capability to contingency plan for such delays.
When will I receive my first invoice?Answer
Once your service is handed over, it will be passed to our billing department, and the invoice will be generated at the next bill run. The bill run is typically the first week of every month. Should your service be billed early in the month, it will be the following month when you receive your invoice. This invoice will cover you from the handed over date to the end of that current month and the next month in advance. For example, if your service was billed on 12th January 2016, you would be billed for the remainder of January (19 days) and all of February.
What are Excess Construction Charges?Answer
Where a survey is necessary (usually for fibre provisions) it could result in excess costs. This would typically be in locations where there is no existing fibre or ducting. If this is the case the lead times may be impacted along with possible additional costs. You have the right to cancel the order on receipt of ECC’s and again GCI have the products and carrier relationships to ensure other options are available.
Can I choose my billing schedule?Answer
Your billing schedule will be detailed in your contract, this can be agreed with your account manager prior to contractual sign off. Later on we can amend the schedule at request.
How much notice will I receive for site specific appointments?Answer
We will always endeavour to provide as much notice as possible in order for customers to arrange site access. As a minimum we would provide 48 hours notice.
What happens if my product isn’t available in order to meet my time constraints?Answer
We can provision Satellite, 3G, 4G, DLOS and various other products at very short notice, in order to deal with any delays. We also have a number of options in order to fast track products with various carriers.
Contingency planning is part of the provisioning process, your project management team can provide advice accordingly.
I do not have an internal technical support team, how can GCI help me?Answer
Over 40% of GCI employees are technical engineers with a varied skill set in order to support our full range of products. We are able to offer on-site or remote support in order to meet your needs. GCI can act as an extension of your IT department if required.
What will I need to port my telephone numbers over to GCI?Answer
You will need to complete a letter of authority placed on your company headed paper. Your account manager can provide this where applicable.
How long will it take to port my telephone numbers?Answer
On acceptance of the letter of authority, your order will be submitted to BT by our GCI porting team. For single analogue numbers the lead time is 10 working days. For a multi-line the lead time will be 22 working days. This is based on the letter of authority being accepted.
What happens when my order is complete?Answer
You will receive a handover to our BAU BAU operational support team who will deal with any incident/problem/availability management in line with our ITIL framework. Our service desk is available to support you 24/7/365 days a year.
How do I access my Client Support Plan?Answer
Business As Usual (BAU) is the phrase used to describe the next stage in our customer service lifecycle after a project is completed.
Contact your dedicated Account Manager or call the general enquiries on 0844 443 3537 and select option 2. The principle aim of this document is to introduce you to our Technical Support Desk, the teams that will support you in BAU and act as a one-stop shop guide for all scenarios that you might encounter with GCI, from logging an incident through to Change Management.
How do I access the self - install guides?Answer
You can access the self- install guides for Cisco Routers by clicking on the links below:
How do I access the GCI Hosted VoIP User guides?Answer
You can access the GCI Hosted VoIP User Guides (Cisco and Panasonic) below:
How do I access the GCI Hosted VoIP User guides?Answer
You can access the GCI Hosted VoIP User Guides (polycom) below:
Carrier Cancellation ChargesAnswer
KCI stands for Keep Customer Informed and are key critical stages in the provision of a fibre circuit, ultimately where critical decisions need to made and agreed by both parties. There are seven KCIs and they are listed in the below circuit guide, however the first three are important when considering cancellation costs, explained below:
Change Management Risk MatrixAnswer
GCI understand that changes which may impact your business need to be actioned quickly and effectively. The whole purpose of Change Management is to make sure that the change is conducted as a low risk and is executed with minimal impact.
What is a Broadband Cease notification?Answer
A cease notification is an email sent directly to GCI advising of a customer’s request to move their broadband services to a new provider. The email is sent from the gaining provider of the services to GCI.
What is the Broadband Cease process?Answer
GCI receive a notification from another provider advising you wish to move your broadband services to them. GCI send an email within 24 hours of getting the notification to the specified address on your account to advise of the notification and provide details of how to cancel the cease should you wish for this to be cancelled or confirm that you wish to move to a new provider. If we do not hear back from you within 72 hours we will cancel the cease request and your services will remain with GCI to ensure you have no interruption to your broadband service.
What if I don’t want to move to another provider for my Broadband services?Answer
If you do not wish for your services to be transferred to a new provider, all you need to do is contact our Customer Services Team who will be happy to help you and will cancel the request. Please ensure you contact us within 72 hours of receiving GCI’s email to ensure there is no disruption to your service.
How do I cease my services?Answer
When requesting for a site or service to be ceased GCI need to ensure that all information is captured correctly as this will ensure that the site is successfully removed from all our systems and your billing is amended accordingly. In order to achieve this, you must complete a customer cease request form.
You can then email email@example.com who will advise of any termination fees accordingly. Once your services have been ceased you will be notified via email that the cease has completed.
How to raise a complaint?Answer
Whilst we pride ourselves on delivering an exceptional service to our customers, occasionally we may fall short of the high standards we wish to attain. If in any instance you need to make a complaint, we want to make it as painless as possible and therefore we can accept your feedback by all forms of communication. GCI’s Complaint Team will respond to your complaint within 24 hours of it being received. A holding letter will be sent through to you and the intention is to resolve your complaint within ten working days of its receipt.
If you would prefer to put your feedback in writing, please see below for our address.
Cedar Court Office Park | Denby Dale Road Calder Grove
Wakefield | WF4 3DB
Telephone Number: 0844 443 4433
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