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Office Hours

Mon-Fri 8:30AM - 5:00PM

Mission Statement

To make your business communications better, faster and more efficient than ever, with the highest quality and most reliable support. We’re making radical changes to the way you can access telecoms and also showing that there really are genuinely good guys in the telecoms industry, with decent, honest values.

Our Service Promise

Our commitment is to provide the best, most cost effective telecoms to your business, so we have to be at the forefront of the market and have access to the very latest technology.

We’re constantly monitoring telecoms pricing and product developments, so that as advances in technology are made, we can bring these to you.

Our flexible agreement means that we constantly have to prove ourselves worthy of your business and we take nothing for granted, so you’ll find us proactive and committed to helping you in the best way for your business.

We’d like our relationship with your business to be a long one, based on keeping you happy, so we positively encourage all feedback – good or bad – so that we can constantly improve.

Our service promise to you

We strive for excellence and want to provide the best telecoms service you’ve ever received. We know that frustrations arise from not being able to get in touch with someone who can help quickly, therfore we will

  • Answer 95% of all inbound calls within 5 seconds.
  • Log and respond to all technical faults raised by telephone within 60 minutes, with a resolution diagnosis.
  • Log and respond to all technical faults raised by email, voicemail and fax within 4 hours.
  • Outside of normal working hours (08:30 – 18:00) we will respond at the earliest opportunity on the next working day.
  • Respond to general emails from customers and suppliers within 8 working hours.

Our performance is tracked against all of the above criteria and published on our website so that we, and YOU, know we’re delivering on our promises.

We don’t use call centres to log calls you’ll always get through to a technical expert who can help you straight away.

Merlin Telecom provides businesses throughout the UK with Great Service at Unbeatable Prices, with a customer-friendly contract that no other telecoms provider will match.


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