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Customer Service

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People expect the same from business providers as they do in the consumer world, but most of the telecoms industry hasn’t kept up with the pace. In fact, old-school telcos can be seen as being slow and hard to deal with. At Colt, we know that's just not right. We want to go above and beyond for our customers with our vision to be the most customer oriented business in our industry. 

We build intelligence into everything we do, from the network through to how we deliver, which is why our Net Promoter Score score leads the industry. But we’re aiming higher. We’re investing not just in our network, but into the service and support that goes with it, to ensure that we’re constantly exceeding your expectations.

We work harder for our customers

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1165

Network upgrades per month

We're always adding capacity, introducing new technology and getting to problems before they arise.

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18s

Average time before we pick up the phone

We're here when you need us and we're investing in even more customer-facing people.

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90%

of our services have automatic monitoring

With our new monitoring system, we'll get started on a fix before you've even noticed a difference.

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64

Our industry-leading NPS score

Don't just take our word for it, our customer service is rated as one of the best in the industry.

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6

Languages spoken across support

We work where you work, and you'll always get directed to the right place to suit your issue and locality.

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10,000

Online bills downloaded monthly

Check your account quickly and easily on our online customer portal. The power is in your hands.

Right-first-time delivery, every time

We know first impressions count. As a Colt customer you can expect a personal service, including a personal email from one of our Directors within 24 hours of you joining, a welcome call and a dedicated order owner. 

We’ve also got the processes in place to make sure you’re getting what you need, when you need it. You’ll have a contractual delivery date within three working days and we’re cutting down lead times by working more closely with our suppliers. 

Reliable, stable services

We work hard to keep our network up and running.

We own the fibre making up the Colt IQ Network which means we can get straight to any problems and fix them quickly. We’ve set up automatic notifications to quickly spot issues and we’ve got 24/7 network monitoring to ensure reliability.

Our service is centred around support and we have multiple technical teams on the end of the phone if you need them.

Great service at the core

We work to understand what you need and know a good experience isn't one size fits all.

We’ve been investing in customer support, which means we’ve got the people, as well as the technology to provide a personalised service.

Whether it’s advice on the phone or help over online chatwe work in a way that suits you best.  

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ATOS

"Colt were much faster in delivery than our previous supplier and we able to save over 30% by moving to the Colt solution. If we had to rate Colt it would be 10 out of 10.”

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Stefan Truthaen - hhpberlin

"We're very pleased with the customer service, infrastructure and expertise of Colt, and we're moving our entire organisational structure to the cloud."

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Steen Andersen - Netgroup

"Delivering a project like this in 6 weeks was the fastest Netgroup has ever achieved - and was only possible because of the willingness & effectiveness of the teams from Colt."

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Colt smashes NPS target with an industry-leading score

Colt ended 2019 on a high with its best-ever Net Promoter Score (NPS) of 64 points in Europe. In Asia we closed the year on 26 points. Both these scores are truly industry-leading, with Satmetrix 2019 B2B benchmarking the EMEA and Global Telecoms sector at 15 and the Asia Telecoms industry at just four.

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