On the 23rd March 2020, the Government announced strict new measures that will be placed on normal day to day life in the UK to tackle the spread of the Coronavirus. The safety and well-being of our employees, customers and the general public is our main concern during these unprecedented times.
What this means for Glide:
In response to Government announcements and in line with other major network operators in the UK, we have reviewed our interpretation of essential work. From 25th March, due to Matters Beyond Our Reasonable Control (MBORC), we will only attend work categorised as essential and minimise work that requires our engineers to enter customer premises.
Glide engineers and our 3rd party subcontractors will not attend in person any non-essential work at this time. However, our Service Support team will look to offer self-help advice to our customers wherever possible.
For our Student and Residential Customers:
There will be no attendance to non-critical faults and we are limiting engineer callouts to Priority 1 and 2 events only (full network or partial network failure). We will only be attending where access to communications rooms and remote network cabinets should be required to restore service.
To ensure we minimise social interaction, we will not attend faults within populated flats/rooms or apartments. For faults within these areas we will endeavour to restore service wherever possible from outside occupied living spaces.
We will continue installation work within New build sites in coordination with our customers and site contractors where the site remains operational and safe social distancing can be adhered to.
Glide personnel and our 3rd party subcontractors will have the final call on whether the installation can be completed safely whilst at site, and where it is deemed there is a risk to their safety and well-being, this will be reported via the Project Manager to the customer, contractor and Health & Safety team at Glide.
At this time, we will not commence or continue with any existing site upgrades with the exception of remote works where access to the customer premises is not required.
For our Business Customers:
For faults within customer premises we will endeavour to restore service wherever possible from outside the property or through self-install of hardware replacements wherever possible.
We are currently postponing all new service installations except where the provision of service does not require an engineer to enter premises, such as self-install products where we are able to send a router to the customer to connect with Glide Services.
We will only look to complete remote works up to the customer premises but will not enter the customer premises for final connections.
We are currently expecting to restart engineering visits for the installation of services from 1st June. This will be in line with government advice ensuring that works are safe to carry out. The provisioning team will be in touch to reschedule appointments.
We apologise for any inconvenience this may cause, but protecting our engineers and customers is paramount and our team remain committed to making sure our customers stay connected by maintaining network availability during these unprecedented times.
If you have any further queries or need support please contact Glide through one of the following channels.
1. If you live in a shared house or flat call 0333 666 5555 or email firstname.lastname@example.org.
2. If you live in halls of residence or a residential block call 0333 123 0115 or email email@example.com
3. For business support call 02476 998 998 or email firstname.lastname@example.org
Alternatively, contact us via the Glide Group website or any of our social media channels all available at https://glidegroup.co.uk/contact