Anyone else had this with Business broadband priority support? Our office line dropped yesterday afternoon and when I try to log a priority fault it just loops back to the same page saying 'service not eligible'. We’re definitely on a business package. It’s a small account, but still. I’ve rebooted the router, checked the phone socket, all that usual stuff. We can’t really keep missing calls like this. Is there a secret step I’m missing or is the portal just broken?
Hi Mason, sorry this is causing hassle. Business broadband priority support should be available on eligible business accounts, so the message you’re seeing doesn’t sound right. Can you confirm whether the account is set up under the business name and whether you’re signing in with the admin email rather than a personal login? If you’d rather not post details here, I can point you to the private support route for a manual check.
We had something similar after our contract renewal. In our case the priority portal was fine but the account hadn’t been tagged as business after a billing change. Took ages to sort, annoyingly. Worth checking if your VAT/business details match exactly what’s on the account. Mine had the trading name shortened and that was enough to throw it off.
Thanks both. Mason, I’ve sent you a private message asking for the business account postcode and the name on the admin profile so we can check the eligibility flag properly. If the line is still down, we can also run a line test and raise a priority fault manually if the system hasn’t linked your support entitlement correctly. Once the account is verified, we’ll update you with the next steps. This resolved my question.
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