Covid-19 update for our Connectivity & Telephony customers

In light of the rapidly evolving situation relating to the ongoing Covid-19 pandemic, we have decided to provide regular updates on how Adam Phones is responding, including information on our networks and services, and the restrictions we have in place at our offices.

If you have specific questions that aren’t answered below, please reach out to your Account Manager.

Network Update

As is the case industry-wide, we and our carrier partners have seen a significant increase in bandwidth demand across all networks as a result of people working remotely and changing government restrictions.

Be assured that the Tier 1 partners we work with have ample core network capacity, and are still capable of delivering high performance, high bandwidth solutions. Our technical services teams are continuing to work closely with our carriers to monitor our network usage and to plan for future bandwidth needs.

Adam Phones Offices

We are currently implementing our own business continuity plans across the business, and while most of our staff are operating under a mandatory work from home policy, we are well-positioned to continue offering the industry-leading customer service for which we are known.

As telecommunications remains a key industry for our customers, our office is open, but only for a very limited number of employees who are required on-site as key workers. We are following advice from government and health organisations and have put several policies in place to protect these members of our team.

Telephony Solutions

Adam Phones is well-positioned to deal with the increased voice traffic seen across each of the carrier’s networks in the last fortnight, with spare capacity available within the infrastructures of all of our major telephony carrier partners.

In addition, most of our telephony provisioning can be done remotely and through the hosted services we offer, we are able to provide an efficient, cost-effective method for our customers to remain connected while working remotely.

Through soft clients and apps that can be deployed via desktop PC or mobile devices, users can have full telephony capabilities, using their standard call routing and DDIs. If you would like to discuss this further, please contact your Account Manager or email us at

Connectivity: New & Existing Orders

The key national infrastructure providers upon which most of our network is based have announced new measures, put in place to protect their network, their engineers, the public and help contain the virus.

We will continue to accept and deliver connectivity orders where no internal access to the premise is needed. Where an onsite visit is required and unless the customer is considered part of the Critical National Infrastructure (CNI*) then appointments will be arranged for a date after 1st June. When we are in a position to provide a more detailed update, we will, of course, do so.

Connectivity: Service Management & Repairs

As our customers adapt to new ways of working, our client and technical services teams have seen an increase in cases being raised in the last fortnight. However, they have still been able to manage these cases within SLA and are on hand between the hours of 8:00-18:00 (Monday/Friday) to support our customers’ needs. Outside of these hours, our out-of-hours support continues to be available for service escalations where required.

We continue to work alongside both local government and site-specific restrictions for both repair and service delivery. Requests will be dealt with on a case by case basis. Engineers will no longer be able to enter customer premises, unless the customer meets the CNI* criteria. Where services are interrupted, we will work with our customers to provide alternative solutions whenever possible.

We appreciate these are challenging times for both businesses and individuals. At this juncture, we need to work effectively together to provide key infrastructure to critical services and ensure we maintain social distancing wherever possible for the safety of each other and the protection of our NHS.

If you have any questions or concerns, then please do not hesitate to contact your Account Manager or contact our Client Services team on freephone 0800 123000.

*Please note the definition of CNI is: NHS, pharmacies, utilities, emergency services, retail and wholesale food distribution outlets, financial services businesses as defined by YouGov.

Posted on: 31st March 2020

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