Fault Reporting

Fault Reporting at Morecom Ltd

Fast, Professional Support When You Need It

At Morecom Ltd, we understand how important your services are to your business. Whether it's your broadband, hosted phone system, WiFi, CCTV, access control, alarm system, mobile SIM, network infrastructure, or cabling, we aim to resolve faults as quickly and efficiently as possible.

To help us investigate and fix issues quickly, it's important that faults are reported with as much information as possible. The more information we receive upfront, the faster we can begin troubleshooting and identifying the root cause.

How to Report a Fault

You can report a fault using any of the following methods:

Email

📧 support@morecom.co.uk

Telephone

📞 01495 755555

Website

🌐 Use the fault reporting form on the Morecom Ltd website.

Information We Need

When reporting a fault, please provide the following information wherever possible:

Company Information

  • Company name
  • Site address
  • Contact name
  • Contact telephone number
  • Contact email address

Fault Information

  • Description of the issue
  • When the problem started
  • Whether the fault is constant or intermittent
  • Which services are affected
  • Any troubleshooting already carried out

This information helps our engineers prioritise and diagnose faults more effectively.

Photographs & Evidence

A picture can often save significant troubleshooting time.

If there is visible damage, please provide photographs showing:

  • Damaged cables
  • Broken equipment
  • Error messages
  • Poor WiFi coverage locations
  • CCTV camera problems
  • Cabinet or network equipment issues

Photographs often help us determine whether a site visit is required before dispatching an engineer.

Broadband Faults

If you're reporting a broadband issue, there are several checks that can help us diagnose the problem quickly.

Questions We May Ask

✅ Is the internet down completely?

✅ Is the issue affecting one device or every device?

✅ Are wired devices affected?

✅ Are wireless devices affected?

✅ Have you rebooted the router?

✅ Have you carried out a speed test?

✅ What router or broadband equipment are you using?

✅ Are there any error lights showing?

Simple Checks

Before reporting a broadband fault, please try:

  • Restarting the router
  • Checking all cables are securely connected
  • Testing another device
  • Running a speed test
  • Confirming power is present
  • Checking if WiFi and wired devices are both impacted

Many broadband faults can be resolved through simple checks before escalation to the network provider.

Hosted Phone & VoIP Faults

If you're experiencing an issue with your phone system, we'll need some additional information.

Questions We May Ask

✅ Is the phone powered on?

✅ What make and model of handset is it?

✅ What message is displayed on the screen?

✅ Is the issue affecting one extension or multiple users?

✅ Can the phone make outbound calls?

✅ Can the phone receive inbound calls?

✅ Has anything changed recently on site?

✅ What broadband or router service are you using?

Typical Screen Messages

Examples include:

  • No Service
  • Network Down
  • Account Registration Failed
  • DHCP Error
  • SIP Registration Failed

A photo of the phone display can often speed up diagnosis considerably.

CCTV Faults

If you're reporting a CCTV issue, we may ask:

✅ Which camera is affected?

✅ Is one camera affected or multiple cameras?

✅ Can you see a live image?

✅ Is the image poor quality or completely unavailable?

✅ Is recording still taking place?

✅ Has there been any recent damage or power interruption?

✅ Are there any fault messages visible?

Helpful Information

Please send:

  • Camera number or location
  • Screenshots from the recorder
  • Photos of damaged equipment
  • Details of any error messages

WiFi Faults

WiFi problems can often be caused by factors unrelated to the internet connection itself.

Questions We May Ask

✅ Does the WiFi network appear?

✅ Are all users affected?

✅ Is the problem in one area or everywhere?

✅ Can users connect but not browse?

✅ Has any new equipment been installed nearby?

✅ Are wired connections working normally?

Knowing whether the issue affects a specific area or the entire site helps us identify whether the problem is related to internet connectivity, wireless coverage, or individual devices.

Network & Cabling Faults

If you suspect a network or cabling issue, please provide:

✅ Details of the affected device

✅ Switch port numbers if known

✅ Cabinet locations

✅ Photos of damaged cables

✅ Equipment status lights

✅ Whether the issue affects one user or multiple users

If a cable has been damaged, cut, crushed, or disconnected, photographs are extremely helpful.

Access Control & Security Systems

For access control, gate entry, alarms, or security systems we may ask:

✅ Which door, gate, reader, or device is affected?

✅ Is the issue affecting all users?

✅ Are power indicators present?

✅ Are error messages displayed?

✅ Have credentials stopped working?

✅ Can you send photographs of the equipment?

The more information provided initially, the quicker we can identify the fault and recommend a solution.

Before Raising a Fault

To help minimise downtime, please carry out the following basic checks where safe to do so:

Power

  • Is the device switched on?
  • Is power present?
  • Are status lights illuminated?

Cables

  • Are cables securely connected?
  • Is there any visible damage?

Reboot

  • Has the equipment been restarted?

Scope

  • Does the issue affect one device or many devices?

Evidence

  • Can you provide photographs or screenshots?

What Happens Next?

Once your fault has been reported:

1. Fault Logged

A support ticket is created and assigned to our technical team.

2. Initial Review

An engineer reviews the information provided and begins diagnosis.

3. Contact

We may contact you for additional information if required.

4. Remote Investigation

Where possible, we will attempt to resolve the issue remotely.

5. Engineer Attendance

If necessary, an engineer may be scheduled to attend site.

Helping Us Help You

The fastest fault resolutions usually happen when we receive:

✅ A clear description of the problem

✅ Contact details

✅ Photos and screenshots

✅ Device information

✅ Information about troubleshooting already completed

A few extra minutes spent gathering information can often save hours during diagnosis and significantly speed up resolution.

Need to Report a Fault?

Morecom Ltd

📞 01495 755555

📧 support@morecom.co.uk

Our team is here to help keep your business connected, secure, and operational.

Report A Fault