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Care Levels

Broadband Care Levels

These care levels apply to our broadband service and quoted timescales take affect from when end user fault diagnostics has been completed and the fault is determined to be within our wholesalers network.
For all care levels, where a customer has opted for an SFI or an equivalent product and this is chargeable, all SFI time from the point the appointment was booked will be excluded from the on-time repair measure.

Standard Care (MC5)

Standard Care operates during BT Normal Working Hours as defined below. BT will clear the fault within 40 clock hours of receipt of the fault report, excluding any allowable parked time.

BT Normal Working Hours - For the reporting of faults, 24 hours a day, seven days a week (including UK Public and Bank holidays). For engineering visits by BT to a Site (customer or End User premises or BT exchange), 0800-1800 Monday to Saturday (excluding Regional Public and Bank Holidays).

Where an engineering visit as defined above is required, Sundays and regional Public and Bank Holidays will not be included as part of any on-time repair measurement.

Enhanced Care (MC4)

Enhanced Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. BT will respond to a fault report within 3 hours of receipt of the fault report and BT will clear the fault within 20 hours of receipt of the fault report, excluding any allowable parked time.

BT Working Hours – For the reporting of faults, 24 hours a day, seven days a week (including UK Public and Bank holidays). For engineering visits by BT to a Site (customer or End User premises or BT exchange), 0800-1800 Monday to Sunday (including Regional Public and Bank Holidays). Out of hours engineering visits to site may be used to complete a repair if unrestricted access is available.

Critical Care (MC14)

Critical Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. BT will clear the fault within 7 hours of receipt of the fault report, excluding any allowable parked time.

Critical Care Working Hours – For the reporting of faults, 24 hours a day, seven days a week (including UK Public and Bank holidays). Out of hours engineering visits to a site may be used to complete a repair if unrestricted access is available. If Diagnostics indicate a fault and an appointment is required then BT will aim to fix any fault seven (7) hours from the start time of the agreed appointment slot.

Where diagnostics have not indicated any fault and an appointment is required, these will be provided to Enhanced Care timescales and excluded from any SLA. If a fault is subsequently found in the BT domain, then this time, excluding any allowable parked time, will be included in the SLA time.

ISDN & PSTN Care Levels

These care levels apply to our phone services and quoted timescales take affect from when end user fault diagnostics has been completed and the fault is determined to be within our wholesalers network.

Standard Care (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

Prompt Care

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.

Enhanced Care

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.

Critical Care

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