Why can't I call Customer Care?

Why can't I call Customer Care?

Netcrawler is built as a modern, digital-first internet provider. To deliver faster and more efficient support, we provide customer care online rather than through traditional phone call centres. We understand that moving to a fully online provider can feel different at first, but most customers are surprised by how quick and convenient Live Chat and WhatsApp support actually are. If phone support is a must-have for you, we completely understand — we just want to be transparent so you can choose the provider that best fits your needs. Still unsure? Send us a message and see how quickly we respond.

We support customers through:

  • Live Chat (A response within 10 minutes)

  • WhatsApp messaging (A response within 10 minutes)

  • Email Support (A response within 24 hours)

How does this benefits you?

  1. No waiting on hold - Skip phone queues and hold music. Send us a message and continue with your day while we work on your request.
  2. No repeating yourself - With chat, your conversation history stays in one place. You can refer back to previous messages anytime, and you won’t have to re-explain your situation if the issue continues.
  3. Faster troubleshooting -  Many troubleshooting steps involve short wait times (for example, restarting equipment or checking cables). Chat makes this easier because you can complete steps at your own pace. You can also send photos of your modem, status lights, or coaxial line if needed.
  4. Clear, trackable support - You receive written responses you can save and review — especially helpful when steps need to be completed in order.
Why this approach works for us (and helps you)
  1. We can help more customers, faster - Unlike phone support (one call at a time), digital support allows our team to assist multiple customers simultaneously. This helps reduce overall wait times and improves response speed.
  2. Better collaboration behind the scenes - If an issue requires additional review, our team can collaborate internally without transferring you between departments. We bring the right people into the same conversation so issues are resolved more efficiently.