Common Queries
Frequently Asked Questions
General
SLA stands for Service Level Agreement and indicates how much time your enquiry will take before being resolved.
For any queries that you may have, please contact the Client Support Team on 0330 320 2223 or support@breezelogic.co.uk and they will endeavour to answer your query.
For any issues or faults that you have with non-mobile services please email faults@breezelogic.co.uk or contact the team on 0330 320 2223. Our client support team can help with and resolve any mobile faults or queries that you may have.
For most services this is 30 days, however, for most leased lines there is a 90-day cancellation notice.
If it is outside the above standard cancellation period then it will be noted in the initial signed contract.
If you feel that you’re not happy with the service that you’re receiving, or you have a concern that you would like to discuss; in the first instance, please contact your Account Manager to discuss it further. If you are still not satisfied, please put in writing to Customer Service Manager via email (cs-manager@breezelogic.co.uk or by post to Breeze Logic Ltd, Unit 19, Broxhead House, 60 Barbados Road, Bordon, Hampshire GU35 0FX and we will follow our complaints procedure.
Breeze Logic
0330 320 2223
info@breezelogic.co.uk
Support Team
0330 320 2223
support@breezelogic.co.uk
Provisioning Team
0330 320 2223
provisioning@breezelogic.co.uk
Sales Team
0330 320 2223
sales@breezelogic.co.uk
Account Management
0330 320 2223
account.management@breezelogic.co.uk
Accounts Team
0330 320 2223
accounts@breezelogic.co.uk
Technical
Please check if it’s only you that’s affected. If your colleagues are affected too, please call 0330 320 2223 and speak to our Support Team.
There are a few basic checks you can complete prior to calling, this will help speed up investigations for you.
- Is there power to the system?
- Can you call internally to your colleagues?
- What noise/tone/message do you get when dialing out
- If you have a hosted system, is the internet working?
Please let our Support Team know this information
Please check if it’s only you that’s affected. If your colleagues are affected too, please call 0330 320 2223 and speak to our Support Team.
There are a few basic checks you can complete prior to calling, this will help speed up investigations for you.
- Does your router have a green light/red light/flashing light?
- Please complete a speed test on speedtest.net and take a screenshot of your current speed.
- Please reboot any system’s that are connected to the internet
If the results don’t improve, please call our Support Team on 0330 320 2223
Please do not reset or factory reset your router as this may have adverse effects on some settings you may have. Our Technical Team will advise if you need to do this.
Breeze Logic will ask for your existing IT company’s details prior to installation to see if there is anything specific set up on your IT Network that we need to be aware of. This could be VPN’s, port forwarding etc. Once identified Breeze Logic can take into consideration your existing network profile. If you do not have an IT Company already, Breeze Logic can support you with this for an additional charge.
It depends on the line type you have ordered, please see the standard lead-times below:
- Analogue Line: 10-15 working days
- ISDN2e: 15-20 working days
- ISDN30e: 30 working days
- SIP: 3-5 working days
Please note that sometimes there can be variances in these lead times due to several factors. BT Openreach may have to complete a site survey prior to installation. If this is the case, your Provisioning Coordinator will keep you updated with the progress and the feedback from BT Openreach.
You will need to advise your previous provider and our Provisioning Team may ask you to complete a Letter of Authority (LOA) form on letter-headed paper. We will then make the request and keep you updated with the progress.
Yes, absolutely. Unfortunately, Breeze Logic cannot cancel any agreements with your previous suppliers on your behalf.
Billing / Finance
We aim to investigate and resolve billing queries in 5-7 working days.
Billing queries can be submitted to accounts@breezelogic.co.uk
Insurance is added by the lease company as protection for theft and non-user-induced damage. This is a requirement for your lease. If documentation of an existing insurance policy is not presented to the funder within 30 days of receiving your kit then insurance will be added automatically. You can remove the charges at any point by supplying your insurance policy directly to the funder.
If you have recently signed up to a new service with Breeze Logic, or resigned with us on a new package, you might see some unexpected charges on your first bill. This is due to something called pro-rata billing.
Your first bill with Breeze Logic will include your agreed monthly charge, which is billed a month in advance. Along with this, you will also be billed for a partial month, otherwise known as a pro-rata fee. The pro-rata fee covers the period from when the service was first activated, through to the start of the billing cycle.
If you have any questions regarding your bill, please contact our accounts department either by email – accounts@breezelogic.co.uk or by calling us on 0330 320 2223 for further information,
Direct Debits are collected on or around the 9th working day of the month.
Our invoices are produced and sent to you on or around the 5th working day of each month. Invoices will be sent to the email address listed on your order form, if this needs to be changed, please email accounts@breezelogic.co.uk to update our records.
Your first invoice will include charges for part of the month when your Line transferred to Breeze Logic as well as the current month and your advance charge. From then on you will just receive the charge for the advance line rental
To process any termination fund, Breeze Logic require an invoice on your company-headed paper to be addressed to Breeze Logic Ltd. The invoice must be the value of the termination fee’s that you have received from previous suppliers and up to the amount agreed on your order form. We will also require a copy of the termination fee’s that you have received from your previous supplier/s to enable us to process them for you. Once you have collated these, please send them via email to accounts@breezelogic.co.uk. Our Accounts Team will process the invoice for you and payment will be made within 30 days of receipt. Any termination fees must be claimed within 6 months of the signed agreement.
Unfortunately, whilst all telecommunications providers will endeavour to end date your services when they are moved over to a new provider, on the rare occasion this is not done. Please send over a copy of your bill with the service charges detailed from your previous supplier to our Client Support team at support@breezelogic.co.uk and they will be able to detail whether this is correct or not.