HCN has an agreement in place to look after the fibre network built around the village. Any problems between HCN's equipment at the Duchy Barnand the router on your wall are covered by this agreement. Fortunately, there have been very few such problems in the 3 years since the inauguration of the network, with an overall 'up' time in excess of 99%.
Problems within a household beyond the router are the responsibility of the subscriber, and not HCN. They are relatively common in the early days after connection, when WiFi coverage or VOIP phone connection may prove troublesome.
There are various formal and informal sources of help in this situation - family, neighbours, friends with expertise, longstanding subscribers who have faced the same problems or paid technical support.
If you have exhausted these sources of help, we have used and can recommend the services of Ravi:
Ravi Tester at Technical Care Services who is based in Orcop -
Current rates are £25/hour for residential help and £40/hr for business support.