Service Options
Whichever service you have with us, whatever your business needs, we have a range of service packages to suit your requirements.
For our analogue, ISDN2 and ISDN30 lines we offer three care levels:
CARE LEVEL 1
Our basic care level is comparable with BT Retail's Standard Care package.
The free service comes as standard for analogue lines and digital lines other than ISDN30.
With this package you can report faults 24 hours a day, seven days a week. The fault will be picked up and responded to by Openreach between 8am and 5pm that working day (or the following working day for faults reported after 5pm).
Any required work is carried out during normal working hours.
CARE LEVEL 2
Mid-level care, comparable with BT Retail's Prompt Care package.
This care level is free for ISDN30 customers.
You can report faults 24 hours a day seven days a week and Openreach will pick it up and begin dealing with it between 8am and 5pm Monday to Saturday. Faults reported after 5pm will be treated as if they have been reported the following working day. Openreach aim to respond to faults within four hours of receipt. In the event that the fault cannot be cleared in this time frame, they will contact you and advise of progress.
If Openreach staff are working on a fault at close of play, they may - subject to availability - be able to continue working out with normal hours at the SP's request. There may be an additional charge for this.
Level 2 faults are handled as a higher priority compared to Level 1 faults.
CARE LEVEL 3
Our highest level care package, on par with BT Retail's Total Care package.
Available on all types of line for a competitive price, this package gives faults the highest priority with the Openreach team.
Faults can be reported at any time - day or night - and will be dealt with as soon as Openreach receives them. Within four hours of the fault being reported, Openreach will have cleared the fault or will contact you with a full progress report.
For all Care Levels, charges will automatically be applied should the appointment fail at the customer's premises - for example, the engineer cannot gain access at the agreed appointment time.