RE: Klargester Monitoring: 2 Bents Lane, Sheffield, S6 6GZ
Customer enquiry about Klargester monitoring at 2 Bents Lane, Sheffield. Moniton reported 2G/3G network issues affecting the monitoring software and referenced an additional charge of £262.00 + VAT. Case remains open and requires clarification on the technical issue, remediation plan, and consent for charges.
- Ask Moniton (monitoring provider) for a written technical statement confirming the impact of 2G/3G outages, the recommended remediation, timeline, and a full cost breakdown for the £262.00 + VAT charge;
- request alternatives (e.g., SIM upgrade to 4G/5G or hardware change), estimated costs and lead times.
- Inform the customer (Michael) of the options and obtain written approval before authorising any charge.
- If Moniton cannot provide a satisfactory plan/timescale, escalate to account/technical manager to pursue an alternative supplier or interim monitoring workaround.
Reason: Clarifying technical cause, remediation steps, and exact costs prevents unexpected charges and service downtime; customer approval is required before incurring costs. Escalation ensures continuity if the vendor cannot resolve promptly.
Michelle Marriott <mmarriott@haighgroupltd.co.uk>
Haigh Group Ltd
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RE: Klargester Monitoring: 2 Bents Lane, Sheffield, S6 6GZ
Hi Michael, Thank you for your email. I have looked into this for you following communication we received from Moniton last week regarding issues with the 2G and 3G networks and how this is affecting the software (please see statement below). You were charged an additional £262.00 + VAT in 2021 when the new panel was installed, which included the first year's annual subscription. I can also confirm that no further charges have been applied since then for the annual subscription - this was due to an admini
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