COVID 19 – Our Commitment To You

24th March 2020

As concern around the COVID-19 global pandemic grows, we would like to reassure you that bigblu is working hard to ensure a safe and healthy working environment for our colleagues and partners as we continue to deliver internet connectivity and business continuity to our customers, broadcasters and emergency services around the globe.

Ensuring Continuity

We are rolling out remote working for many of our functions including customer service and technical support. This will ensure continuity to our business but may mean longer wait times for customers contacting our call centres.

In addition, we are working with our installation partners to ensure that we can get our customers up and running as quickly as possible, whilst being fully compliant with local Government restrictions on movement. The current situation is likely to mean extended lead times for customers waiting for a professional installation. We are also working with inflight and new customers on whether self-installation is an option for them, so that they can be up and running as quickly as possible, and our Technical Support teams are there at the end of the phone to give them as much help as they need.

We are also working closely with our network partners to minimise service disruption. However as the volume of people working from home increases, this may put additional strain on the network, which could lead to slower download and upload speeds.

Our service teams are anticipating an unusually high number of calls over the next few months and we’re committed to resolving customer queries as soon as we can.

Making The Most Of Your Service

Satellite is an amazing technology that allows people who otherwise could not get connected to access superfast broadband.

As with all broadband technologies, there is a finite amount of bandwidth. Please help ensure everyone can stay connected so we can continue working, learning and keeping in touch with our loved ones with the following handy tips:

  1. Right-Size Your Package
    We have a range of packages to suit a variety of needs from light browsing through to specialist business packages that use a fixed IP address and prioritised data. It is important you have the correct package for your needs with sufficient priority data for the majority of what you need to do online.
  2. Be Sensible With Your Data Usage
    Wherever possible, avoid mass emails and sending heavy files. Use landlines where available rather than video calls. Many of our packages include unrestricted data allowances between midnight and 6am. We recommend setting data-hungry software updates or movies to download overnight rather than streaming during the day.
  3. Use The Self-Service Portal
    You can access your account via our Customer Portal where you can monitor your data usage, check invoices, update your billing details and much more.

As you may have seen in the media, the situation is very fast-moving and changes from day-to-day. We will continue to monitor the situation and let you know if we think it’s necessary to make any further changes.

Our two priorities remain the quality of service we offer to our customers twinned with the health and wellbeing of our colleagues and we thank you for your patience and understanding as we continue to balance these obligations.