Seeking Help: A Guide To UK2 Customer Support

Our expert support team are on hand 24/7/365 to assist you with anything at all: help us to help you by following these support guidelines.

Working in the technology sector, we understand that at times things can go wrong. The intricacies of server management are many and varied, and as such we expect that some customers will come across a few difficulties; it’s only natural to need a helping hand every once in a while when you’re working in the unpredictable world of the internet.

Our team of experts is waiting in the wings to be your safety net should you run into any difficulty, and we’re on call 24 hours a day. Surprising though it may be, we do understand how frustrating it can be when things that are out of your control go wrong. Our business depends on your business just as heavily as the reverse, and so keeping you online is our priority.

There are several channels you can take advantage of when contacting our support team, and each works a little differently. We’ve outlined our support networks for you below and provided some example scenarios which would benefit from each channel:

First port of call: The UK2 Knowledge Base!

Our Knowledge Base is jam-packed full of articles designed to help you out when things get too technical or you need a question answered. All Knowledge Base articles were compiled and written by our team of seasoned experts to provide a quick-fix for minor issues and server management obstacles. It can also help you out with getting around CHI – our homegrown control panel.

The Knowledge Base is easily navigated; simply type a few keywords into the search bar and you’ll be directed to some helpful information in a flash.

Visit our Knowledge Base now by clicking here.

No luck on the KB? Submit a ticket.

If your issue isn’t covered on our Knowledge Base, your next step should be to submit a support ticket. Tickets are typically submitted by customers who are having some technical difficulties or believe that there’s something wrong with their service; they’re kind of like sending an email into the laps of our techies.

We monitor our ticketing system around the clock, and aim to respond to all tickets we receive in a timely manner. Our ability to do so can depend on the communication we receive though, so there’s a few things to remember when contacting us in this way to avoid a lengthy back-and-forth which could prolong your issue:

• Use correct English where possible. If English is not your first language please submit the ticket in both your native language and in English using an online translator tool. This should help speed things up as the problem can be communicated effectively
• Be as descriptive as possible, providing as many details as you have available, no matter how minor they may seem. By filling us in with as much info as possible we should be able to tackle the issue faster
• Be patient! We ask that you understand that at times things do go wrong that are out of even our own hands; we will communicate any issues which we can’t resolve with you. Your continued patience while we work through any issues is always appreciated

You can submit a ticket from within your CHI control panel by clicking here.

Need a speedier response? Try Live Chat.

Live Chat can be accessed at any time of the day or night from our website, and on most browsers it appears as a clickable pop-up in the bottom right corner of your screen. Live Chat is great if you need a response in real time, as always, we’ll try to resolve your issue as fast as possible.

Visit the website now by clicking here.

And finally, contact us by phone.

We’re always by the phone around the clock in case you run into any troubles. For any questions regarding web hosting, domain names, e-commerce and more please give us a call on the following number (note that calls from BT Landlines are charged at £0.10 per minute and other charges may apply to mobiles and other networks): +44 (0)871 223 9999.

You can get started with any of these support options via the support page over on our website.