Supporting each other through the COVID-19 crisis

COVID-19 Support

We're here to give you an extra helping hand

During these very challenging times, we remain committed to providing the very best support we can. To do this, we have arranged for the majority of our workforce to continue their roles safely from home.

However, from early July, our Contact Centre will be returning to the office, operating within government guidelines to support a safe working environment. In order for us to safely transition our team back into the office, telephone support will be unavailable on 8th July, but normal working hours will resume shortly afterwards.

This is a new situation for us, so please check our opening hours before getting in touch in case they are updated. Every business faces unique challenges right now but, we hope there are a few ways that we can provide a little extra help whilst you adapt to the current situation.

Support with billing

Many small businesses are facing unprecedented challenges right now so if you’re struggling, we want you to know we’re here to support you however we can. Please don’t suffer in silence… get in touch if you have any concerns about your billing.

Contact us

Domain renewals

If your .com, .net, .org, .biz or .info domains are overdue and enter into the redemption phase, please get in touch as we may be able to waive the redemption fee and make it easier to restore your domain name.

.com Logo

Helpful blog articles

We’re creating a series of blog posts to help support businesses through this difficult time. We want to provide useful and practical support and advice so the topics are broad and focused around areas like finance, working from home, keeping your business open and how our services may help make things that little bit easier for you. Explore our blog for more.

Read more articles

Products to keep you open, connected & flexible

Rapid website

Rapid Website

Social distancing has created the need for all businesses to go online and develop a strong digital presence. With Rapid Website, we can build you a stunning, one-page website in just 3 days*

Build it for me
Microsoft 365

Microsoft 365

Suddenly working and doing business from home? Keep going! Stay connected and collaborate with your colleagues and customers using Teams and Microsoft 365.

Get started
Ecommerce Website

Ecommerce Website

As businesses shut their bricks and mortar stores, it's vital to be able to start selling online quickly. Our Ecommerce Website Builder has everything you need to get your digital shop up and running fast.

Find out more

COVID-19 Questions & Answers

  • Are the support teams available during this time?

    Yes absolutely. To ensure the health and safety of our employees and communities, all staff have transitioned to working remotely and our teams are equipped with the tools and systems they need to continue to provide world-class service to our customers.

  • How do I contact support at this time?

    The same way you usually do - you can raise a ticket via your Online Control Panel or, call us directly using the 0345 numbers listed on our website. Our staff are working from home with new phone software so please bear with us if they need to transfer you to a different team as you may be asked to re-dial a different 0345 number. We have plenty of staff ready and waiting to support you.

  • What provisions have been made to deal with COVID-19 for you and your supply chain?

    We're cloud-based, so remote working and accessing the necessary systems to provide the same level of services to our customers, is well-practiced and robust. This includes all the systems our commercial teams need to continue to support customers throughout. We are working with our cloud computing and systems partners - as we do as part of normal business operations - to ensure the integrity and availability of our platform. We’re also in regular contact with our connectivity and hardware partners and they are continuing to provide service without interruption.

  • How does your business continuity plan deal with COVID-19 and how prepared are you now for increased outbreak?

    Our business continuity plan in any situation prioritises safety, first and foremost. Now we've moved to remote working, we can dedicate our company resources to ensuring our service to you continues as normal. We’ve prepared our staff and provided all the tools they need to continue delivering essential support, advice and quality service, even in the event of an escalation of the current situation.

  • How are your data centres impacted?

    Our UK data centres remain fully operational and to ensure the health and safety of our employees, we’ve reduced the number of on-site data centre staff to an absolute minimum. Two network administrators will continue to operate in each data centre location to provide remote hands where necessary. The administrators on shift practice social distancing and use their own computer equipment. This equipment is cleaned and locked away at the end of shift to ensure the working environment remains clean and healthy.

  • How are you looking after data centres?

    Some of our network administrators are deemed ‘key workers’ as they have a critical job to undertake in keeping the networks and data centres operational. Despite the COVID-19 restrictions, these network administrators still need to travel to and from work but it is kept to a minimum and we have issued them with official documentation to demonstrate to law enforcement that they are undertaking a key worker role.

  • What do I do if I am struggling with my own business?

    Talk to us. Don’t forget, we’re here to support you and that includes conversations about payment terms. It’s our view that all businesses, both big and small, should maintain a strong digital presence and invest in tools that will support home working and collaboration during these times. So, if you are struggling, please get in touch and talk to our advisors about billing arrangements.

  • Can you help me get a digital presence fast?

    Yes. We have introduced a new service designed to get businesses without a previous digital presence online fast. In just a few days, we will create a small, but functional website for you and will provide you with an ongoing service that means we can develop and expand the site over time, or keep things small – whichever suits you. Call 0345 363 3632 – or take a look at our Rapid Website package now.

* With the Rapid Website package, websites will be designed and built within 3 working days on receipt of all images and content from the Customer.