The purpose of this guide

In a recent analysis of Support calls, we were surprised to discover that over 70% of them could have been answered by the callers themselves. In other words, Support needed to do nothing to the callers' accounts that those callers could not have done on their own.

We have developed these guides so that customers will find it easier to solve their own problems. It's not that we don't want you to phone Support, far from it, but with call-back times of up to four hours at busy periods, we want to give you the opportunity to find answers more quickly.

What do these guides cover?

The guides listed at the foot of this page seek to answer the questions most commonly asked of Support.

They are not exhaustive and any changes that you will need to make will be straightforward and not too technical.

By the end of each guide, you'll know if you are one of the 70% that can solve their own problems or if you need to contact Support for help.

We hope that if you do need to call in, there will be far fewer people in the queue so that we can quickly get you back on track.

How do these guides work?

Each guide contains a series of questions that can be answered simply, often with a 'Yes' or 'No'. As you answer each question, you will be directed to the next question in the series or asked to carry out a task.

We have provided some brief instructions, or links to helpful dmNotes, so that you know what you have to do.

By the end of the guide, depending on your answers, your problem will be solved or you will be asked to contact Support.

What you need to do

We believe that by following these steps you can reduce the amount of time that it will take to solve your problem.

To encourage customers to work with us, we will answer first those tickets that have been completed as described here. Tickets that do not comply with these instructions will be answered second.

Step 1: Select the appropriate guide?

The first thing that you need to do is select a guide from the list below. The links open another dmNote that contains the questions for you to answer.

Step 2: Open an email addressed to Support

Open an email in your browser. You will need to paste your answers into it before sending it to support@dmclub.net. See Completing your email, below.

Step 3: Work through the fault finding guide

You are now ready to work through this fault finding guide.

As you answer each question, cut and paste the question and your answer into the email. This will save Support time, as they will be able to see that you have already carried out various diagnostic tests before they call you back and this will reduce the amount of time that they will need to spend on the phone to you.

Completing your email

The diagram below shows you how to complete the email that you will send to Support if you are unable to fix your problem.

All you need to do is cut and paste text from the Fault Finding dmNote into your email and then delete the text that you do not need.

Go through the Fault Finder step-by-step and record the results as you go. To do this, simply copy the title and the red text into your email (1) and then enter the new data or cut out the unnecessary text (2).

This ensures that the information that you are preparing for Support matches your current situation.

By doing this you will also see a clear picture of your current status. If you are able to resolve your current problem, you will have a record that you can use later if the same thing happens again.

Fault finding guides

Select the appropriate guide from the list:

My UK local telephone number does not work

I cannot access the control panel for my service

I’m having trouble with the quality of calls that I am receiving

I cannot make changes to my service

I can’t receive any calls

I’m having trouble with a payment I’ve made

What if none of these describe the issue I’m having?

If none of these issues describe the problems that you are having, please email support@dmclub.net making sure that you include all of the following information.

My DMID is:

My dmClub number is:

I am having a problem with my:

The problem is:

Please explain your problem in as much detail as possible as this will help us respond to your query faster and give us the ability to assist you better.