Keeping your business up and running.
All customers are offered a basic care level to tackle any problems with your phone line so we can diagnose and fix it quickly. .
But we always recommend upgrading your care level and in the event of a fault we can ensure your business is back up and running in as little as 6 hours. You must upgrade at least 24 hours before reporting your fault for the new care level to take effect.
Level 1
Bronze Care Level
This is included in your line rental.
Fault fixing service level agreement
You can report faults 24/7, Monday to Sunday (including bank and public holidays) via Customer Zone.
Openreach will respond within 4 working hours of receipt of a fault and start remote diagnostics. We’ll receive confirmation that the fault is accepted with a fault reference number.
Service level guarantee
Openreach aims to fix faults by the end of the second working day (up to 23:59 hours) after the fault was reported (not including public and bank holidays).
Working hours
Openreach’s engineers carry out visits, during working hours of 08:00 to 18:00 hours Monday to Friday (not including public and bank holidays).
Level 2
Silver Care Level
Optional add-on care.
Fault fixing service level agreement
You can report faults 24/7, Monday to Sunday (including bank and public holidays) via Customer Zone.
Openreach responds within 4 working hours of receipt of a fault and start remote diagnostics. We’ll receive confirmation that the fault is accepted with a fault reference number.
Service level guarantee
Openreach aims to fix faults by the end of the next working day (up to 23:59 hours) after the fault was reported (not including public and bank holidays).
Working hours
Openreach’s engineers carry out visits, during working hours of 08:00 to 18:00 hours Monday to Friday (not including public and bank holidays).
Level 3
Gold Care Level
Optional add-on care.
Fault fixing service level agreement
You’ll be able to report faults 24/7, Monday to Sunday (including bank and public holidays) via Customer Zone.
Openreach responds within 4 working hours of receipt of a fault and start remote diagnostics. We receive confirmation that the fault is accepted with a fault reference number.
Service level guarantee
Openreach aims to fix the fault within 24 hours of the fault being reported, this includes public and bank holidays.
Working hours
Openreach’s engineers carry out visits, 24/7 Monday to Friday, including public and bank holidays.
Out of hours Appointments are available at your request during the hours of 07:00 to 08:00 and 18:00 to 21:00 and are subject to availability.
Level 4
Super Care Level
Optional add-on care.
Fault fixing service level agreement
You can report faults 24/7 Monday to Sunday* including bank and public holidays.
Openreach responds within 4 working hours of receipt of a fault and start remote diagnostics. We’ll receive confirmation that the fault is accepted with a fault reference number.
*Outside of our office hours via Customer Zone
Service level guarantee
Openreach will aim to fix the fault within 6 hours of the fault being reported.
Working hours
Openreach’s engineers carry out visits, 24/7 Monday to Friday (including public and bank holidays).