Incident Summary

08/12/2020 11:20
We are aware of a problem with HiHi Vision desktop software that's affecting some users.

Please be assured that phones are still operational and no other core functions are affected.

We are working with our supplier to ensure a solution is provided as quickly as possible and apologise for any disruption caused.

We appreciate your patience whilst this is resolved.

07/12/2020 15:10
We are aware of a problem with HiHi Vision desktop software that's affecting some users.

Users are still able to make and receive calls at this time.

We are currently investigating and will provide an update shortly.

26/10/2020 11:56
We are aware of a problem this morning whereby phones are going into sleep mode and we are making changes to the day-light saving time assignment to resolve this.

Phone’s remain fully functional and can be wakened by lightly pressing the power button on the top of the tablet.

We apologise for any inconvenience this has caused and normal service will resume imminently.


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Progress Details

Action Taken

Please see the action points in "Incident Summary" for more details on how we are handling this issue.

Network Status

From time to time there may be a loss or interruption to your service, however before you think that this might happen regularly, we would like to highlight that these incidents are few and far between. In most cases these are beyond our control and have either been a fault of a supplier or a wider problem on a national basis.

At 4Com we always like to be transparent and keep our customers informed about the issues that have arisen. We will tell you what steps are being taken to rectify the problem and what has been done to make sure it doesn’t happen again. For a majority of issues, we are pleased to say that they are rectified within the hour with full service being resumed quickly.

To keep you informed we have now have introduced a Network Status indicator that will highlight the current status of the telecoms provision provided by 4Com. This will be shown by using a traffic light system which can be found at the top of the home screen, the login page for 4Care Plus users and this page which goes into more specific detail:

GREEN Good status with no reported problems
AMBER Moderate status with isolated reports of problems
RED Poor status with widespread, nationwide problems

Should the service go into Amber or Red below you will see more detailed information relating to the issue and what areas of the country have been affected in the report shown below.