Black Country Online Help and Support

Help & Support

Support by Phone

01384 487800

From the options
Select 'Technical Support'

Support by Letter

Customer Services
Freecom Internet Services Limited
E4 Hagley Court North
The Waterfront
Brierley Hill. DY5 1XF

Support by

Login to:
Select: My Support > New Ticket

If you do not have a log-in call 01384 487800

We aim to resolve every issue straight away, but if we can’t we’ll refer it to a senior member of staff. If they can’t resolve the issue we’ll pass it on to our dedicated customer relations team. In any event, we’ll acknowledge receipt of your complaint within 2 working days and aim to resolve your complaint within 5 working days. If we can’t do this for any reason then we will let you know and keep you updated every week.

Please remember to include:

  • Your name and company name.
  • The date the problem occurred.
  • Your Freecom account number.
  • Names of any staff that you have dealt with.
  • A description of your complaint.


Where an issue has not been resolved to your satisfaction, you may request that the issue be escalated to our Customer Service Manager. You can expect a response to your escalation within 2 working days.

Referrals to Communications and Internet Services Adjudication Scheme

If we are unable to resolve your complaint within 8 weeks (or if we issue with a dead lock letter), you can refer the issue to Communications and Internet Services Adjudication Scheme (CISAS). You can out more by visiting or by calling them 020 7520 3827.

You may also write to them at:

  • 24 Angel Gate
  • City Road
  • London
  • EC1V 2PT

You may like to view our Code of Practice, this sets out a clear statement of the policies, products, services and support services that we offer.

© 2017 Black Country Online. All Rights Reserved. Company Reg No: 06657464. VAT Reg No: GB 978 6092 61