Author: luke

We will have a short outage at around Midnight on Wednesday 6th May 2020, this is due to an essential hardware upgrade to help us cope with the increased traffic that has come about since the current Corona Virus pandemic.

We specifically chose this time and date as it should hopefully cause the least amount of disruption to our customers. During this time the internet will be down for our customers but we will ensure to keep the downtime to an absolute minimum.

Our aim is to have around 5 minutes of downtime but we are accounting for 30 minutes in the event of any unforeseen circumstances. Once service is restored, everything should continue to run smoothly, if you are experiencing any issues after this time we suggest turning the power off/on to the equipment that we installed in your property.

Whilst the Coronavirus crisis continues to loom, we’re having to re-purpose certain members of staff to cope with the increased demands on our services.

Owing to this, we ask that you double check the contact details that you have saved into your devices for us as we are receiving an increased number of direct texts, emails, phone calls and even WhatsApp messages.

The only details that you should ever require in the event of an issue with your service are as follows;

Telephone: 01246 912015
Email: support@derbyshirebroadband.co.uk

We’d hate for an issue to go unnoticed for potentially weeks at a time due to not going down the official channels, especially during these unprecedented times.

Firstly and most importantly, we hope that this finds you well and that you are all remaining safe and healthy.

As more and more of the companies around the country close their offices down we’re seeing an incredible increase in people working/teaching from home at all times of the day. This is in turn putting incredible strain not only on our network but on national infrastructure as the amount of internet traffic increases worldwide.

Owing to this, we are in a position where we are having difficulties providing full speeds to all customers at all times of day. Rest assured that we are doing everything within our power to keep the service both operational and optimised for everyone as we realise that a vast majority of you rely on the internet to keep you up to date on very important announcements from the government regarding the current crisis which is affecting us all.

You should be aware of our new operating procedures during this time by now, if not they are available on our previous news post here. We are being very cautious regarding the whole situation to ensure the safety of both our engineers and you, our faithful customers.

As telecommunications providers we are blessed with falling into the category of key workers, this allows us to maintain the network which keeps you in touch with the outside world.

Rest assured that as always, we are constantly working around the clock to provide the best service possible to the rural communities in the Peak District which are otherwise forgotten by the larger providers.

Stay safe,
The Derbyshire Broadband Team

We appreciate that during these dark times our service will become more vital than ever.

As it stands, we have cancelled all new installations to minimise human contact for our engineers. We are constantly monitoring the network and ensuring that any issues are dealt with as quickly and safely as always.

Should you experience any issues with your connection, we ask that you firstly turn off all equipment installed by us at the mains for 30 seconds, after this time, power things back up and wait a further 5 minutes for the equipment to finish booting up.

Should you still experience issues after this then please call the office on 01246 912 015 for us to assess the situation and plan the best course of action to get you back online as soon and safely as possible.

Should an engineer visit be required we have put some strict guidelines in place to ensure the safety of both yourselves and our staff;

– Do not approach the engineer, we are taking social distancing very seriously.
– Any equipment required to be fitted/replaced in the house will be placed on the doorstep and clear instructions given via telephone.
– If you or anybody who has been in the house has been ill within the past 14 days we need to know in advance.

Failing to comply with these guidelines will result in the engineer leaving your premises immediately no matter what stage the work is currently at. No further visits will be made until the all clear has been given by our government, your billing will continue as usual.

If you have any concerns or suggestions regarding this issue, please forward them via email to support@derbyshirebroadband.co.uk