How to raise a complaint

Step 1

Talk to us first

Most issues are resolved fastest by contacting our customer support team directly at support@nexanetcomms.net or by phone. Please have your account number ready.

Step 2

Formal complaint

If your issue isn't resolved, or you'd like to raise a formal complaint directly, email complaints@nexanetcomms.net with your account details and a summary of the issue. We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days.

Step 3

If you're still not satisfied

If we haven't resolved your complaint within 30 days, or you're not satisfied with our final response, you can refer your complaint to the Nigerian Communications Commission (NCC) for customers in Nigeria, or to Ofcom's approved alternative dispute resolution scheme for customers in the UK.

What we need from you

To help us resolve it faster

• Your account number or registered phone number
• A description of the issue and when it started
• Any reference numbers from previous contact with our support team