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Dispute Resolution Policy

Exa Networks aims to adhere to the highest standards of behaviour as an ISP, both commercially and by way of social responsibility. We are members of a number of industry associations, and certain aspects of our activities are regulated by industry organisations, including our dispute resolution process.

If you’re looking to get in touch with Exa, you can call us on 0345 145 1234 – as a customer, you’ll also have been given the contact details for your account manager.

External Dispute Resolution

In accordance with Ofcom regulations, Exa Networks is a member of an Alternative Dispute Resolution Scheme, ensuring that any disputes or complaints that can’t be initially solved can be handled as objectively as possible through a middleman.

Exa Networks subscribes to the adjudication scheme provided by Ombudsman Services, an Ofcom-approved, independent resolution service.

Any complaints or disputes should initially be made to Exa – in most cases we’ll be able to work out a mutually acceptable solution for any issues. However, if we’re unable to initially resolve a dispute, or if discussion takes a significant amount of time (specified as 8 weeks by Ombudsman Services), follow the following process:

  • The Customer submits an online complaints form via the Ombudsman Services website.
  • The complaint is forwarded to Exa Networks.
  • Exa Networks responds to the complaint within five working days, hopefully resolving the issue to the satisfaction of the Customer.
  • If the Customer remains unsatisfied, or if the initial complaint is likely to take more than five days to resolve, a case file will be requested and both parties will be contacted to attempt to reach a resolution.


Exa Networks is a member of the Internet Service Providers Association (ISPA UK), the trade association for providers of Internet services in the UK, who work to provide support, connect organisations and open up dialogue between members.

As a member of ISPA, Exa Networks has agreed to abide by the ISPA Code of Practice, the text of which can be found at this link. Covering a wide range of areas, the code’s complaints procedure specifies that Exa Networks will, in the case of a complaint being made to us, ‘use its reasonable endeavours to resolve the Complaint within 10 working days of receipt, whether by email, letter, telephone call, or in person’ – a time frame we’ll always work to meet where reasonably possible.

Related Contact Information


Internet Service Providers Association

69 Wilson Street



Tel:  0203 397 3304




Office of Telecommunications

Riverside House

2a Southwark Bridge Road



Tel: 0207 981 3000

Fax: 0207 981 3333


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.



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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