A broadband connection has never been more important.

Here at Voneus we are acutely aware that, without decent broadband, many people – particularly those in the remote and rural communities that we serve – will find it difficult to shop, access public services, work, learn, and stay in touch with their friends and loved ones.

Because of this clear and immediate need, our broadband engineers – who are designated as key workers by the UK Government – continue to work incredibly hard to connect homes to our service, so residents can carry on with their lives during lockdown.

We couldn’t be prouder of the work they’re doing.

The health of both our engineers and customers is, however, our primary concern. Here are some of the measures and practices we’ve put in place to ensure we can carry on connecting homes, while keeping people as safe as we can.

Service calls are our top priority

If you’re an existing customer who is experiencing a problem with our service, you’ll be at the very top of our list to help, as we recognise just how important your internet connection is right now.

Most problems can be fixed remotely, so are quick, easy and safe to solve, but some do require a site visit. Our engineers are prioritising these visits to get you back online as soon as they can.

Still connecting homes with no broadband

We are continuing with new installations too.

If you are suffering from no or slow broadband and live in a community which already has a Voneus network, we can get you connected.

There are also a number of villages where we are part-way through or planning to build a new network. We are working as fast as we can to complete these building projects and switch on our services.

Strict rules around home visits

We will need access to your home in order to conduct a service call or to install your broadband. If possible, we will try to be in and out within 30 minutes.

Before our engineers visit you – and then again when they arrive at your doorstep – they will ask whether you are shielded, self-isolating or if anyone in the household has experienced Covid-like symptoms within the previous two weeks.

If the answer to any of these questions is ‘yes’ our engineers won’t be able to install or fix your service.  If your situation changes – for example, you start to feel better and you’ve been symptom-free for at least 14 days – we’ll endeavour to make your visit a priority.

If you answer ‘no’ to all these questions, our engineers will be able to come inside, though we will of course practice strict social distancing.

We will knock on your door, retreat while you answer it, and then ask that you remain in a different room while we complete the installation.

Hygiene and precautions

Everyone at Voneus is taking their public health responsibilities very seriously.

We’ve introduced a step-by-step guide for our engineers to follow, which includes a whole range of hygiene practices. They’ll be covered from head to toe in single-use clothing, which they’ll carefully stow and dispose of after they’ve left.

They’ll also be wearing personal protective equipment – including goggles and masks – which will be disinfected before each visit, plus they’ll be wiping down their vehicles, equipment and tools before they come inside. They’ll disinfect it all again when they leave and will use anti-bacterial wipes to clean anything they’ve touched in your home.

And, as much as they deserve a cuppa, please don’t offer them a cup of tea or a biscuit. They will have to say no.

If you have any questions or worries, please give us a call or drop us an email. We appreciate there is much to consider, so will do our best to answer any questions you have.

You can reach us on 0800 007 3344 or email helpdesk@voneus.com. We are available Monday to Saturday (8am to 8pm) and Sunday (9am to 6pm).

For more up-to-date information on Covid-19 please visit: