Help: when and how to contact us

If all else fails, contact us…

If you have read through the help information and still cannot resolve your problem, we are willing to help if it is an issue over which we have some control. We hope that you will recognise that we cannot, however, provide a helpline service that can advise on your computer or your connection to the internet. In these instances you will need to contact the supplier or your ISP (internet service provider).

But if you are confident that the issue is ROOTS-related (eg the website appears to be 'down' but you can access other sites), please contact the ROOTS team by one of the following methods:

• email:
• telephone: 0845 680 4095 Please note that we may not be able to answer the phone at all times during office hours, but the voicemail is checked regularly and we will contact you as soon as we are able to.
• telephone: 0845 680 5317 for lost usernames and passwords, but not for general website queries.

In order to help us deal with your query as quickly as possible, please be ready to give us the following information:

• your name and contact details;
• your RR number, if you are a subscriber (you should find it printed on your invoice or confirmation letter);
• your computer type (Mac or PC) and operating system (e.g. Windows Me, Windows XP, Mac OSX);
• your web browser (e.g. Internet Explorer, AOL, Firefox) and its version number (look in Help - About);
• your connection type (e.g. broadband, dial-up 56K modem);
• your password and username, if it is a login issue;
• full information about your problem or query, for example, if you are having difficulty downloading a Take-home sheet, which date is it for? if you saw an error message, what did it say?
• the date and time that you were experiencing the difficulty.