In the unfortunate event of a fault, we will raise to the respective supplier once we have completed our standard checks to rule out any problems not within the Openreach, or suppliers network.
All lines are setup with Standard Care response which means there is no set SLA on response but an aim of fixing a fault within 40 hours, from the next working hour.
We also offer Enhanced Care which means that when a fault is raised, it is flagged within the supplier's systems and given priority over Standard Care lines. Suppliers will respond to a fault within 4 hours of raising the fault to them and aim to repair the service within 20 hours.
One of the major differences is the coverage time for each care level. Standard Care only operates Monday-Friday 9am-5pm. Any faults raised outside of these times will not be reviewed until working hours. With Enhanced Care, the fault is monitored 24/7/365 and Openreach will attend the line installation address any hour of the day, any day of the year - even Christmas Day!
Enhanced Care costs an additional fee per month which can be added to the account at any time and removed with 7 days notice.
Whilst suppliers will aim to repair service within the stated time frames, they do not offer compensation over and above the base rental should they fail to meet their aim. We recommend that if your broadband service is crucial to you an additional line may provide you a backup in case of emergency.