Support
We take customer support very seriously. We believe in getting it right from the start. Support is every bit as important as the service itself. We start with the basics, employing staff that are both polite and knowledgeable with all common issues and queries. We then build upon this foundation with elements like redundant off-site and off-net support services, and our central client centre.
 
Here are some great ways to gain support and stay up-to-date with latest developments and announcements:
 
Client Centre
The WirralNet Client Centre is a web application that contains a support ticketing system, knowledgebase, live service status screen as well as account and billing control including the ability to view and pay past and current invoices, and upgrade/downgrade services.
 
  - Username:
- Password:  
[Reset Password]
 
 
Email
We no longer actively promote the use of email support due to its inefficiencies in comparison to the support ticketing system offered by our client centre. However, we do recognize that some clients do prefer to us this method.
 
To gain support via email, simply to respond to any email sent from the client centre (invoices etc). If the issue is an emergency, we strongly recommend that you submit a support ticket, as response times using email can be up to 12 hours.
 
twitter
Launched in 2011, the @xcellweb twitter feed is the official channel for keeping up to date with all news, updates and developments taking place within xcellweb.net and its parent company.
 
Please feel free to become a "follower" and in return, we will occasionally post special offers and promotions, as well as the chance to trial new services and platforms before they are launched.

Click here to visit @xcellweb on twitter!
 
Latest Announcements & Outage Reports
15.02.12 - RESOLVED: High Memory Usage on Cobra

 There is currently high-memory usage on Cobra server. Please be aware, this is NOT affecting the performance of the server in any way at present. We are working with the NOC to identify the cause of this problem. Click here for more information and updates...

17.03.11 - RESOLVED: UK Network Suffering Latency/Power Issues
 We are aware that the UK network has been suffering some latency and timeout issues in the past few minutes. We have consulted with the NOC and it appears to be related to a power issue in BlueSquare II and III. Click here for more information and updates...
 
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