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Contact Us

Should you need to contact us for any reason, please don't hesitate to do so. Whilst e-mail is our preferred method, feel free to use any of the other methods below. Our normal business hours are Monday to Friday, 9am to 6pm (excluding bank holidays).

We are committed to providing a professional and timely service to all of our customers. As part of this commitment we aim to answer all enquiries the same working day that they are received and usually within 2 hours.


By E-Mail

Please send your message to one of the following e-mail addresses so that it may be answered promptly by the relevant department. We aim to answer all enquiries within one working day.

info@netenergy.net

 

For general information about our company and questions relating to our policies and terms and conditions.

sales@netenergy.net

 

For pre-sales enquiries about any of services, or enquiries relating to a pending order.

accounts@netenergy.net

 

For any billing or account enquiries, copy invoices or confirmation of payment.

support@netenergy.net

 

For technical support questions relating to account set-up, configuration or difficulties with any service.

abuse@netenergy.net

 

For complaints about unsolicited e-mail originating from one of our customers or from our network.


By Telephone

To contact us by telephone please use the telephone number below. If you are an existing customer it would be helpful if you could have your customer code and account password to hand when you call.

Our telephone number is: +44 (0)845 643 4500


By Fax

If you would like to send us a fax, please remember to include your name, e-mail address and/or telephone number so that we can contact you. Please also include your customer code and account password.

Our fax number is: +44 (0)845 643 4599


By Post

Please send any postal mail to:

Net Energy Internet Ltd.
5a, The Newton Centre
Thorverton Road
Matford Park
Exeter
EX2 8GN
United Kingdom


Complaints Procedure

At Net Energy Internet our primary focus is the satisfaction of our customers. Sometimes unfortunately things do go wrong and if this happens it's important that we are able to take on board customer feedback and concerns and use it to improve our service.

If you have an issue or concern, the first step is to contact us via our standard support channels. Most issues that arise can be resolved very quickly once you get in touch using any of the methods shown below.

By e-mail: support@netenergy.net

By telephone: +44 (0)845 643 4500

If you have already contacted us and we've not been able to resolve your issue, you can make a formal complaint by writing to the Complaint Manager at the address show above. Please ensure you include your customer code, any ticket numbers, the name of the member of staff you have been speaking to and details about the problem including relevant dates and times.

We will acknowledge your complaint within 3 working days, an investigation will be carried out into the issues raised and a full response will be provided within ten working days. Where the issue is particularly complex it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a full response.

If the response does not meet your satisfaction then you may request that the complaint is escalated to a company Director for review. Your complaint will then be assessed along with the steps taken so far and a response will be provided within 15 working days of the complaint escalation.

 

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