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Customer Service Update - 18 November 2020

Customer Service Update


Openreach has recently changed its service status to Amber, and this will remain until 2 December. You can read more about this and how it may affect you in the connectivity section below. 

This week we have sent your monthly bill, and I've included a reminder of our 5 top billing questions and answers, along with the best way to pay your bill. 


Connectivity Update 

Amber status means that Openreach field engineers will only work on issues that are outside the premises, and won't enter an end customer premises unless they have a total loss of service, if it's for a provision order or for a key worker who meets the specified criteria. Read more.

We would like to reassure you that this does not affect any of our provisioning and we continue to visit customer sites for both installation work and to fix issues where the safety of our people can be protected and social distancing maintained. 

Our advice remains to be cautious and to consider other connectivity options, such as mobile data, as this will help if you need an increase in capacity and offer some protection if you are impacted by any loss of service.

Mobile Data Options


Do you have a question about your bill? 

Save time on the phone and read our top 5 billing questions and answers. 

Why is my bill higher than normal?

Products and services are charged at a monthly rate, one month in advance plus any pro-rata days incurred in the month the service went live. You may have had an engineer charge, bought new services, or added a select service.

Bill Questions and Answers


Ways to pay your bill 

At this time of the month we remind customers that bill payments are due. To make a payment today, simply click on your preferred payment method or pay over the phone. 

We accept payments by Direct Debit, and with a surcharge, bank transfers and credit card payment online. Cheque payments are no longer accepted.

If you are experiencing difficulties we would urge you to call us to discuss your circumstances before cancelling any payments or direct debits.

Pay My Bill


Do you need help to activate your Customer Portal account?

You can call us on 0344 770 6000 - select Customer Services from the main menu and then option 3 for Customer Portal Registration. 

Login to Customer Portal


Christmas is coming

With just 6 weeks until Christmas, the holiday period is fast approaching. If you're planning some time away from your business you may want to let your customers know by adding a divert or call greeting to your phone systems. 

Please send your request by logging a ticket on the Customer Portal by Friday 11 December 2020. 

Send Your Request

Many thanks for your continued support.



Chess is one of the UK’s leading independent and trusted technology service providers, employing 300 skilled people across the UK, supporting over 20,000 organisations.

 By leveraging world-class technology, Chess helps you to connect your people, protect your data, grow your business, reduce your costs and work better together, which means your business, your people and your customers can thrive.

At Chess, we’re passionate about our unique culture and our continuous investment in our people to be industry experts. We’re extremely proud that our people voted us No.1 in ‘The Sunday Times 100 Best Companies to Work for’ list 2018, and we continue to celebrate more than ten years in the top 100.

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