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Care Levels



If your line has a fault the length of time it takes to diagnose and repair depends on the care level on your line.
If your phone line is vital we recommend you upgrade to Enhanced or Critical care.


 

Business or Home user?


Standard (Care Level 1)

Openreach's initial response will usually be by end of next working day and they will aim to clear any fault by end of next working day + 1, Monday to Friday, excluding Public Holidays and Bank Holidays.

Example: Fault reported at any time between 00.01 – 23.59.59 on Tuesday would have a commitment time of 23.59.59 on Thursday


Line Rental Order Type Monthly Cost
Standard Line Included
Business Premium Not Available
Business Premium Multiline Not Available
ISDN 2e/30e Not Available

Prompt (Care Level 2)

Openreach's initial response will usually be within 4 working hours and they will aim to clear by end of next working day, Monday to Saturday, excluding Public Holidays and Bank Holidays.

Example: Fault reported at any time between 00.01 – 23.59.59 on Tuesday would have a commitment time of 23.59.59 on Wednesday.

Line Rental Order Type Monthly Cost
Standard Line Upgrade From Standard Care £3.50
Business Premium Included
Business Premium Multiline Included
ISDN 2e/30e Included

Enhanced (Care Level 3)

Openreach will aim to clear by end of same day if reported by 12.59, if reported after 13.00 they will aim to clear by 12.59 the next day.

Line Rental Order Type Monthly Cost
Standard Line Upgrade From Standard Care £8.50
Business Premium Upgrade From Prompt Care £5.00
Business Premium Multiline Upgrade From Prompt Care £5.00 Per Line
ISDN 2e/30e Upgrade From Prompt Care £2.50 Per Channel

Critical (Care Level 4)

Openreach will aim to achieve a 6hr fix round the clock, 365 days a year.

Line Rental Order Type Monthly Cost
Standard Line Upgrade From Standard Care £13.50
Business Premium Upgrade From Prompt Care £10.00
Business Premium Multiline Upgrade From Prompt Care £10.00 Per Line
ISDN 2e/30e Upgrade From Prompt Care £5.50 Per Channel

Small Print

Committed clear times are subject to you agreeing a suitable appointment for an engineer (if required) to visit.
If the engineer is unable to gain access to the premises at the agreed time a £85 missed appointment fee will be passed on.
The above fix times will not apply if Openreach issue a 'Major Service Outage' or 'Matters Beyond Our Reasonable Control' (i.e. extreme weather, flooding, local incidents...) notification which is applicable to your exchange or dial code.

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