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Customer Feedback Procedure

Exa Networks is committed to providing an efficient and responsive service to our customers and stakeholders. Whilst every effort is made to meet the high standards expected of us, we acknowledge that sometimes things don’t always go to plan. When this happens, we need to be informed so that all efforts are made to put things right and prevent similar issues in the future. One of the ways we show our commitment to this and to continuously improving our services is by listening to you, understanding and responding to your feedback, complaints and compliments.

Our Customer Feedback Procedure has the following goals:

  • To process all types of feedback including complaints, compliments and comments
  • To deal with complaints fairly, efficiently and effectively
  • To ensure that all complaints and feedback are handled in a consistent manner throughout
  • To increase customer satisfaction
  • To use feedback constructively in the planning and improvement of all services

Who can give feedback?

Anyone who is:

  • Receiving a service from Exa Networks
  • Providing a service to Exa Networks
  • Caring for someone who has a complaint

How to give feedback

At Exa we put our customer service at the heart of what we do. We hope there are times when we exceed your expectations and welcome feedback sharing positive experiences you have had with us. We are always pleased to hear and read your positive comments and to pass on the feedback to our team members and encourage the same good practice throughout our company.
We welcome all forms of feedback including comments or suggestions about our products or services and your experiences using them. All comments received will be recorded within our feedback procedures and reviewed by our management teams.

Exa Networks would like to resolve any complaint as soon as possible.

Many complaints can be resolved informally. In the first instance contact us via our office contact number and, if you feel able, speak to the member of staff who is working with you or ask to speak to their manager, who will try to sort the matter out.

If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.

If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.

What happens next?

You will receive acknowledgement of your complaint within 2 working days

You may be contacted to make sure that we have understood your complaint properly

You will receive a response to your complaint within 5 working days of its receipt. Any extension of this time limit requires your consent

Does this always happen?

In all cases, a complaint will be given full and fair consideration.

However, if as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the details or outcome of matters outside of this procedure.

If a criminal offence is alleged, then the police will be informed.

Feedback Details

Email: feedback@exa.net.uk

Telephone: 0345 145 1234

Write to:

Customer Operations Specialist
Exa Networks
100 Bolton Road

The Exa Foundation

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Is DarkLight connectivity best suited to you?

Dark fibre is perfect if you are looking for a potentially limitless, ultrafast connection with complete flexibility and control.

If you fully rely on the internet, a dark fibre connection could be the best option for you.

Is Leased Line connectivity best suited to you?

Leased Lines are best suited to you if you have high bandwidth requirements and need a reliable, uncontended service.

It is ideal for you if you regularly carry out large uploads and downloads, use cloud based services and a VoIP telephone system as well as video conferencing, for everyday communication.

Is GPON connectivity best suited to you?

GPON is a great choice for you if you need gigabit speeds but don’t need them to be symmetrical. It is becoming more widely available across the UK but may not be immediately available to you yet.

Is Rural Fibre connectivity best suited to you?

If you want to make the move to full fibre, but are based in a rural area, this option is for you.

Is FTTP connectivity best suited to you?

If you have a number of users who use cloud-based applications to upload and download data on a daily basis, but don’t transfer large amounts of data, FTTP might be your best option.

Is Gfast connectivity best suited to you?

If your line cannot support a minimum of 100Mbps, this connection is not for you. Gfast must meet the speed as a minimum. 

If your line meets this need, and you’re looking for an ultrafast, consistent and reliable connection without the hassle and upheaval of construction work – this could be a good fit.

It’s worth noting that Gfast is a stop gap to FTTP, and is not a technology that is likely to be around for a long time.

Is FTTC connectivity best suited to you?

If you need more bandwidth but don’t really need a guaranteed speed, FTTC could be for you. It is widely available throughout the UK, making it suitable as a main connection. As this connection provides higher speeds than ADSL, it is also a good option for a back up to a leased line.

As with ADSL, once the PSTN is turned off in 2025/26, FTTC will become virtually obsolete and at the very least you will require FTTP to remain connected.



Office hours

Monday: 8:30am – 5pm
Tuesday: 8:30am – 5pm
Wednesday: 8:30am – 5pm
Thursday: 8:30am – 5pm
Friday: 8:30am – 5pm
Saturday: Closed
Sunday: Closed


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Office hours

Monday: 8am – 4pm
Tuesday: 8am – 4pm
Wednesday: 8am – 4pm
Thursday: 8am – 4pm
Friday: 8am – 4pm
Saturday: Closed
Sunday: Closed


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Office hours

Monday: 8am – 5pm
Tuesday: 8am – 5pm
Wednesday: 8am – 5pm
Thursday: 8am – 5pm
Friday: 8am – 5pm
Saturday: Closed
Sunday: Closed

Is DSL connectivity best suited to you?

DSL connections offer very limited bandwidth so it might be right for you if you typically use the internet for less data-intensive tasks. If you’re sending emails, browsing the web, downloading very small files and working with small amounts of data – you should be fine with DSL.

It is worth noting connections based on copper wire, like DSL, will be switched off in the UK by Openreach, with a phased approach due to begin at the end of 2025. If you don’t have a fibre connection at the moment, you’ll need to upgrade this as well as move to a VoIP telephone system.

Technical Support

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Office hours

Monday: 8am – 6pm
Tuesday: 8am – 6pm
Wednesday: 8am – 6pm
Thursday: 8am – 6pm
Friday: 8am – 6pm
Saturday: 10am – 4pm
Sunday: 10am – 4pm