ENGAGE - INCIDENT MANAGEMENT FAQ

Why should I use Engage to log a fault, rather than email/phone?

We’ve developed a convenient way for you to alert us to an incident (AKA fault) with your service, via Engage.
By using the Incident Management section of Engage, you can create, view, submit and update your own Incident ticket, removing the need for you to phone or email contacts at our Fault Management Centre (FMC).

Creating your own ticket ensures that:
- the information is accurate and exactly as you’ve described it (with the problem statement)
- your fix time starts the moment that you submit your Incident ticket (and this includes monitoring outage time), rather than waiting for an email to be reviewed and then actioned.

You can also raise Service requests here too and experience the same benefits as above.

If you have any further questions, please speak to your Service Relationship Manager who will be happy to help.  

If I raise an Incident ticket via Engage, will I still get regular updates?

Yes!

We’ve developed this functionality together with our Fault Management team.  This means that the diagnostic questions asked on screen will be the same as if you were to call up and speak to the team.  The benefit of you doing this online via Engage, is that you can clearly state what the problem is first hand, enabling us to understand the full impact, so we can resolve your incident as quickly as possible. 
The status of your Incident will be updated regularly within Engage.  To view your updates, just go to “Incidents and Queries” and select “View Incidents”

Where can I find more information about Engage?

We’ve created a detailed, interactive User Guide for you. To access, just click on the ’Help’ link (top left of the Engage home page).

Too much information?  No problem.  We’ve also put together a shorter version called a Pocket Guide, detailing how to raise Incidents (PDF 389kb) etc. Just go to the ‘Help’ tab and this guide can be found in PDF format at the bottom of this page.

When I log into Engage I get an error saying it’s not working. What should I do?

We’re sorry that you’re experiencing an issue trying to raise your Incident request via Engage.  We appreciate that you need your Incident logged as quickly as possible, so in this instance please do the following:

1) contact our Fault Management Centre (FMC) on 0800 052 0800 (and enter your unique PIN)

2) then once you’ve done this, please let the Engage team know about the issue you’ve experienced with Engage, via the Contact Us tab at the top of the Engage home page.  The team will need to know a) the exact date and time of the issue, b) the login ID used when the error happened, c) a brief summary of what happened before the error appeared.  Screenshots are really useful to share with us too.

I need to log an Incident via Engage, but I can’t find my circuit reference.  What should I do?

You can locate your circuit reference number either on your invoice, or on your original BIS certificate.  Alternatively you can search for the impacted circuit by postcode or site name.

If you’re still struggling and have tried all the usual methods to identify the site or service, then please contact the Fault Management Centre on 0800 052 0800 (and enter your PIN) to log the incident.  When you log the incident with them, please let them know that you were unable to find the circuit details.  They’ll liaise with your Service Relationship Manager to ensure that the site information is updated within Engage and available, should you need it again in the future.

Can my Outsource partners view and update my Incident tickets?

Yes, this may be possible.  Please contact your Service Relationship Manager to discuss options.

I’ve forgotten my password. How do I reset it?

Just follow the steps below to re-set your password:

1) click on the ‘Forgot Password’ link (this is visible on the log-in page) 
2) complete the reCAPTCHA challenge on screen
3) answer the three security questions that will pop up on screen (these are personal to you, and you’ll have created them when you first set up your Engage account).
Alternatively, if you’re a ‘Super User’ you can reset your own password.  If you’re not a Super User but know who your Super User is, then please note that they can also reset your password for you.

Why can’t I attach a document/trace routes to my Engage raised ticket?

Virgin Media Business is CAS (T) 2-2-4 certified.  This is the Government’s standard level for information security laid down by the Communications-Electronics Security Group (CESG). 
Basically, it’s a set of auditable controls which tells us how a secure organisation should operate. The controls are based on three principles used to measure the impact of a security failure: Confidentiality, Integrity, Availability. So referencing the impact levels of these principles numerically, the standard level of security is 2-2-4.  As a result, it means that we cannot provide external organisations with access to our internal systems, so you won’t be able to upload documents to Engage.  However, you can add notes into the Engage portal, or copy and paste information from an existing document and add that to the incident ticket you’re raising via Engage.  Alternatively, you can share supporting documents by email to our Fault Management team: BusinessFaults@virginmedia.co.uk.
Our Fault Management team will contact you directly if they need any further information regarding the incident you’ve raised.

I need to escalate my request — how do I do this?

We’re committed to providing the highest level of service for all our customers and if the worst should happen, we always strive to fix problems as quickly as we can.  However, we do appreciate that sometimes things don’t always go as planned.  If you feel an Incident isn’t progressing as quickly as you’d expect, please get in touch.  Please refer to your Customer Support Plan for full details of our escalation process, including details of your bespoke SLA timeframes.  We’d like you to check your SLA details first (you can find these in your Customer Support Plan, available within the ‘Documents’ section of Engage).

Want to give us feedback?

Your feedback is always important, so we’d love to hear from you.  Please contact your Service Relationship Manager if you have any feedback you’d like to share about Engage; the good, the bad and the ugly.  We’re always reviewing the usability and capability of this portal, so your comments will really help us shape the ongoing development of this tool.