Business phone, broadband, VoIP and IT support — from a UK team who answers.
Existing Atom IP customers can reach the support team directly for changes, faults and service requests. Or download the Atom IP TeamViewer remote support client below and let an engineer take over your screen — securely.
Download the Atom IP remote support client.
On the phone with our team? Grab the Atom IP TeamViewer QuickSupport client below — it runs without installation. Share the ID and password shown, and an engineer will connect only when you approve. Close the window at any time to disconnect.
- No installation required
- Windows and macOS supported
- You always see what we do
- One-time ID and password per session
The one-click remote support client used by our engineers every day.
Download TeamViewerThree ways to reach the Atom IP support team.
Named engineers, real phone numbers, one accountable team. No offshore call centre, no ticket-desk lottery.
Monday to Friday, 8:00–18:00
Out-of-hours cover, weekend and 24/7 available on request.
What our support team looks after.
One team, one accountable engineer for every service — from business phone systems and cloud VoIP to business broadband, ethernet leased lines, CCTV, Microsoft 365 and managed IT.
Business phone system support
Cloud phone systems, hosted VoIP, hosted PBX, SIP trunking, Microsoft Teams calling, deskphone provisioning, IVR menus, hunt groups, number porting and call-recording issues.
Business broadband & leased-line support
FTTP, ethernet leased lines, SoGEA, business 4G/5G, SD-WAN, Wi-Fi and firewall faults across every major UK carrier — Openreach, CityFibre, Virgin Media Business, TalkTalk Business and altnets.
CCTV & access control support
4K IP cameras, NVRs, cloud recording, PTZ, ANPR, analytics, mobile app issues, retention policy tweaks and access-control fob or mobile-credential management.
Microsoft 365 & managed IT support
Microsoft 365, Google Workspace, Windows and macOS device support, patching, endpoint security, backup, VPN, cloud file storage and everyday user issues.
Multi-site & change requests
Adds, moves and changes across sites, new-starter and leaver processes, hunt-group updates, out-of-hours routing, holiday IVR changes and multi-site rollouts.
Compliance & audit support
Call-recording retention changes, subject-access requests, ICO documentation, PCI DSS pause/resume tweaks and Cyber Essentials remediation.
How quickly we respond.
Every support ticket is triaged against these targets. Named engineers, direct escalation, no call-centre gymnastics.
Customers on 24/7 support contracts have direct out-of-hours access to a named on-call engineer. Ask us about extended cover if your business depends on it.
| Priority | Description | Target |
|---|---|---|
| P1 — Critical | Complete outage (site down, calls not landing, payments offline) | 15 minutes to respond, engineer engaged within the hour |
| P2 — High | Major impairment (poor call quality, one branch offline, key user unable to work) | Response within 1 working hour |
| P3 — Standard | Individual user issue, non-critical fault, question or clarification | Response within 4 working hours |
| P4 — Change request | Planned adds, moves, changes, new users or routing tweaks | Actioned within 1 working day for standard changes |
A screen-share in four steps.
Most issues are solved faster over a screen-share than trying to describe them on the phone. Here’s the whole process.
Download TeamViewer- 1Call or email us
Tell us what’s happening — number, site, error message, when it started.
- 2Download the remote client
Use the button above to grab the Atom IP TeamViewer QuickSupport client. No install required.
- 3Share the code
Read us the ID and password shown in the client. We’ll connect only when you approve it.
- 4We fix it live
Watch us work. Close the window at any time to disconnect.
Common support questions answered.
The things existing Atom IP customers ask us most often — from phone system faults to broadband outages, VoIP call quality, remote support and change requests.
My business phone system isn’t working — what do I do?
Ring us on the number below — this is the fastest route for any live phone-system outage. If the whole system is down we’ll usually know before you call, but give us a shout anyway so we can update you on progress. If it’s a specific user, extension or hunt group, the more detail you can share (which number, since when, any error tone), the faster we resolve it.
My business broadband or leased line is down
Call us straight away. We’ll raise a fault directly with the carrier NOC on your behalf, keep you posted on progress and (where applicable) invoke your 4G/5G failover if it hasn’t kicked in automatically. For business FTTP, expect a next-business-day repair; for ethernet leased lines, we hold the carrier to their 4-hour or 5-hour repair SLA.
My VoIP calls sound bad — what can I check?
Nine times out of ten this is a network problem, not a phone problem. Check whether it’s one user or everyone, whether it happens on the deskphone, mobile softphone or Teams client, and whether Teams video calls also stutter at the same time. Send us a message and we’ll dig into QoS, jitter and packet loss on the connection.
How do I add a new user or extension?
Email or ring us with the person’s name, whether they need a deskphone or softphone only, and which hunt groups or queues they need to be in. Standard adds and moves are usually live within the same working day.
Can you change our out-of-hours IVR message today?
Yes. Recorded message changes, holiday routing, emergency out-of-hours redirects and lunchtime schedules can be applied in minutes from any device — no engineer visit needed. Ring us with what you want the caller to hear.
I need to retrieve a call recording
Ring us with the caller number, the extension it landed on (or was made from) and an approximate time window. We’ll pull the recording, redact anything sensitive if needed and email you a link with tamper-evident metadata for evidential use.
How do I install the TeamViewer client for remote support?
Use the download button at the top of this page. The Atom IP QuickSupport client runs without installation — just open it, read the ID and password to whoever is on the phone from our team, and we’ll connect after you approve. Close the window at any time to disconnect.
What do I do out of hours?
Ring the main number — the out-of-hours phone system routes urgent business-affecting issues to the on-call engineer for customers with extended support cover. Non-urgent tickets are picked up first thing on the next working day.
On-site engineers across Hampshire — and beyond.
Our head office is in Southampton, with engineers regularly on site across Hampshire, Dorset, Surrey, Berkshire and the M25 orbital. Remote support is UK-wide.
- Southampton
- Portsmouth
- Winchester
- Basingstoke
- Fareham
- Gosport
- Havant
- Eastleigh
- Andover
- Petersfield
- Romsey
- Alton
- Waterlooville
- Farnborough & Aldershot
- Isle of Wight
- Bournemouth & Poole
- Reading
- Guildford
- London
- Home Counties
Also cover remote support across the UK for existing customers on managed contracts. Not on our doorstep? We're still your team — see all locations.
Send us a note.
Include as much detail as helpful — site, number, error message, when it started — and we'll pick it up. Urgent issues are always faster by phone.
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