Technical Support Contacts

We offer a wide range pf products and services, most of which have their own dedicated Technical Support numbers and email addresses. For some products Technical Support is provided by a third party company and not by Cymru 1 directly.

Please read through the following section carefully in order to make sure you contact the correct department

Before contacting any technical support department please be sure to read
through the very extensive help and trouble-shooting sections of our website.

Broadband customers must try rebooting their router and attached computers before doing anything else.
Doing so solves the vast majority of problems reported to the support departments.

We also highly recommend that you check the online Service Status page,
to check for any known general faults on our network.

For quick access to the appropriate details, please click on the product or service you need help with:

If you are not sure which department to contact, please use the Diamond Support contact details to ask for advice.

Connect 247 Broadband Technical Support

Before reporting a fault to the Broadband Technical Support department, please be sure to read through the very extensive Broadband help and trouble-shooting section of our website. In particular, please be sure to try rebooting your router and attached computers before you do anything else - doing so solves the vast majority of problems reported to the support department.

Broadband customer Technical Support by Email:
Free email-based technical support for Broadband customers is normally available 24 hours a day, 7 days a week, including all public holidays. Please send a message to support@cymru1.net being sure to include your name, your broadband username (or the telephone number of the broadband line), and the nature of the problem you are experiencing. We aim to respond to all enquiries as quickly as possible - whenever possible in less than 24 hours.

Broadband customer Technical Support by telephone:
Please call us on 08000 11 22 44 during normal office hours, which are between 9:30am and 5:30pm, Monday to Friday, excluding public holidays.

Before calling:

• Check to see if you are entitled to call the Diamond Support number instead
• Check for any known faults on our network on the Status Page
  
• Check for a solution to your problem on our extensive Broadband Help and Trouble-Shooting pages
• Reboot your router and your computer - this simple step solves the majority of problems reported to the support department
• Have your broadband username (or the telephone number of the broadband line) available ready to give to the person who answers your call in order for them to find your account as quickly as possible.
• Read through the manual that is provided with your broadband router or modem and follow any diagnostics/trouble-shooting steps that it might suggest.

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dmNumber Technical Support

For technical support enquiries regarding dmNumbers (our sophisticated 0870, 0871, 0800, 0845, 0207 and 0700 non-geographic number range) and associated products such as dmAnswers, please contact the dedicated dmClub helpline by email at support@dmclub.net (being sure to provide details of the dmNumber you are enquiring about)

If the matter is urgent you can contact the dmNumber helpdesk by phone on 020 7060 2000.

Phone lines are normally open from 9:30am to 5:30pm Monday to Friday, excluding public holidays.

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Low Cost Calls and Line Rental

If you receive bills for your phone calls or for phone calls and line rental from Cymru 1, you will have been provided with a special 24 hour 0800 number to call to report a fault. If you do not have this number to hand and need help, please contact Diamond Support.

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@cymru1.net email addresses

If you need help with your @cymru1.net email addresses please contact the Diamond Support department to obtain technical support.

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Domain Name Registration

Technical support for domain names registered through www.c1-domains.com is provided by C1 Domains based in the USA.

To obtain support by email: Please visit www.c1-domains.com and click on the Support link you'll see in the main menu bar at the top of the page.

To obtain support by telephone: C1 Domains is based in the USA, in the state of Arizona. If you are based in the UK you can use a special "London" number to get in touch with them without paying for an International call. The number is 0203 027 4996.

Alterntatively you can dial C1 Domains directly on +1 480 624 2500. Please remember that this will be charged as an International call to the USA, though depending on your telephone service provider and calls package is may be less expensive than calling some numbers in the UK.

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Hosting account and VPS Technical Support

Customers with Gold and Silver hosting accounts, or who rent Virtual Private Servers from us, are entitled to Diamond Support and should use the special Diamond Support telephone number and email address for all Technical Support enquiries.

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Diamond Support

Diamond Support offers eligible customers prioritised access to the Cymru 1 support department on an 0871 (normally 10.3p per minute) number instead of a more expensive Premium Rate number during normal office hours. It also offers prioritised Technical Support by email 24 hours a day, 7 days a week.

The following customers are eligible for Diamond Support:

• Customers who have purchased an annual Diamond Support Contract.
• All Broadband customers
• All Silver and Gold hosting customers
• Customers with @cymru1.net email addresses
• Customers who have switched to Cymru 1 for their telephone calls or line rental

Before contacting the Diamond Support department please be sure to read through the very extensive help and trouble-shooting sections of our website.

We also highly recommend that you check the online Service Status page,

Contacting Diamond Support by Email:
Email is the preferred method for contacting the Diamond Support department. Please send an email to diamondsupport@cymru1.net being sure to include your name, your username or account number and a full description of your enquiry

Contacting Diamond Support by Telephone:
If the matter is very urgent you can call the Diamond Support department on 08000 11 22 44..

Lines are normally open from 9:30am to 5:30pm Monday to Friday, excluding public holidays.

 

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