Here's a reminder on how to contact us to get your fault dealt with efficiently during the busy period.
How to log faults with our service desksIn the event of a fault call
0208 9765665 with the following information:
- Named contact for sending updates
- Email and phone number of the named contact
- Company name
- Exact location of the fault/issue
- Brief description (with phone or port number if applicable)
- Business impact i.e. number of users and types of devices affected
Logging faults for your IPTV/Sky Service If you to require logging an IPTV or Sky Service fault, you need to email the One Engineering team at
oneeng@heathrow.com with the following details:
Full name (of the business)
Contact number
Location (Building, Floor, Dept.)
Equipment that is faulting
Description of the fault
In the unlikely event that you do not get a response to your email within 36 hours (as per the service level agreement) please contact the One Engineering Help Centre on 0208 976 6555; remembering to advise the agent that you have already sent an email to avoid a duplicate fault being raised.
Logging incidents by 3rd party suppliersWhen we have your 3
rd party IT and Telephony support teams contact our service desk to log incidents; it is helpful to know the Commercial Telecoms customer they are calling on behalf of. Please remember to ask your suppliers to give your name to help us manage your incidents most efficiently.
For information on what happens next please visit the
customer portal.