COVID-19 Update

You may wonder why you are still seeing our teams on the road in the current climate.

The Government has classified the telecommunications industry as a critical service, enabling individuals and businesses to work as effectively as possible from home during this time, with our staff and those of our contractors designated as key workers. We are therefore continuing with our operations under the full approval and guidance of the UK Government.

This classification regards both the maintenance and the continued extension of our full fibre network as well as our efforts to ensure those in our network areas are aware of the important benefits of our Full Fibre network.

The wellbeing of our customers, staff and the public remains foremost in our operations. Our working processes are constantly monitored and reviewed to follow all Government advice and protocols and we kindly ask the public to help by following social distancing guidelines if they do come across Trooli employees.

Extending our Network

Our Full Fibre broadband network is designed to provide reliable, ultrafast and guaranteed broadband speeds to areas within Kent and East Sussex, particularly for those that struggle to achieve suitable speeds with existing networks to continue their daily life from home.

It is clear that access to networks such as ours are extremely important in the current climate to help ensure more people can work from home productively and thus reducing the spread of Covid 19. With more people likely to work from home in both the short and medium-term it is important that we continue to extend our network to enable those in more areas to benefit as quickly as possible.

Our teams will therefore be continuing to extend our network whilst ensuring our team follow all Government and social distancing advice, as well as our ongoing health and safety standards. If you do see our engineers, please appreciate their role within this important infrastructure and the specific Government direction received and help maintaining social distancing protocols.

Connecting Customers Safely

We have seen unprecedented demand for our network this year due to these increased needs and are continuing to connect new customers safely so they can do so with the speeds and confidence they need.

Our installation team follow all relevant protocols so as not to put customers or staff at risk, with specific policies put in place to ensure safety. All Trooli employees, including our engineers, are reporting daily to ensure they are clear of any potential symptoms, with those showing any signs self-isolating. No engineer exhibiting any symptoms will visit your house.

  • On the morning of your activation our engineer will call to confirm your appointment and again, confirm that no-one in the household could be showing any symptoms. Again, if so, we will reschedule your appointment at the earliest, safest opportunity for all parties.
  • During this period, if any customer wanted to delay their installation, our Service Activation team will be happy to do this.
  • During any internal installation our team will wear disposable, latex gloves when touching any part of your property or equipment, such as our Trooli router and adhere to social distancing measures.
  • Our team have also created a temporary solution to connect your property without entering your home. Our activation team will be able to discuss this with you in person.

Protecting our People, Network and Operations

As a technology business we are well prepared for the changing demands of the working landscape.

We understand the importance of our broadband network to our customers. Our full fibre network has been designed and built to deliver our guaranteed speeds irrelevant of network demand, ensuring you have the ability to confidently access your favourite streaming, gaming or video conference apps, which are playing such an important role in people’s current day to day lives.

As with all businesses, we have put new working policies in place to protect our staff whilst maintain our services for new and existing customers. Whilst every effort is being put in place to ensure this does not impact you, we do ask for your patience if the speed of some operations are slower than usual on occasion.

On the rare occasion where they are needed, our engineers are on hand to fix any issues as quickly as possible, whilst continuing to follow all Government protocol.

Help and Tips

Whilst our helpdesk is still fully operational, we would ask customers to explore our FAQ section in the first instance for advice on common topics including broadband speed, WiFi coverage. If you need any further advice having reviewed these, our helpdesk will be more than happy to help.