Keeping your business connected
When you rely on your phone line to keep your business running, you need to know help is there when you need it.
Every phone line comes with our Bronze Care level as standard, so if there's a fault, we'll work with Openreach to diagnose and fix it as quickly as possible.
For faster repair times, you can upgrade to one of our enhanced care levels. With Super Care, Openreach will aim to restore service within as little as 6 hours of a fault being reported.
To benefit from a higher care level, you'll need to upgrade at least 24 hours before reporting a fault
Level 1
Bronze Care Level
Included with your line rental
Reporting a fault
You can report faults Monday to Saturday, including bank holidays, through Customer Zone, by phone or via WhatsApp.
Openreach will begin remote diagnostics within 4 working hours and we'll provide you with a fault reference number once the fault has been accepted.
Repair target
Openreach aims to fix faults by the end of the second working day after the fault is reported (excluding bank and public holidays).
Engineer visits
Engineers attend between 8am and 6pm, Monday to Friday (excluding bank and public holidays).
Level 2
Silver Care Level
Optional upgrade
Reporting a fault
You can report faults 24/7, including bank and public holidays, through Customer Zone.
Openreach will begin remote diagnostics within 4 working hours and we'll provide you with a fault reference number once the fault has been accepted.
Repair target
Openreach aims to fix faults by the end of the next working day after the fault is reported (excluding bank and public holidays).
Engineer visits
Engineers attend between 8am and 6pm, Monday to Friday (excluding bank and public holidays).
Level 3
Gold Care Level
Optional upgrade
Reporting a fault
You can report faults 24/7, including bank and public holidays, through Customer Zone.
Openreach will begin remote diagnostics within 4 working hours and we'll provide you with a fault reference number once the fault has been accepted.
Repair target
Openreach aims to fix faults within 24 hours of them being reported, including bank and public holidays.
Engineer visits
Engineers are available 24/7, including bank and public holidays.
Out-of-hours appointments are available on request between 7am and 8am and 6pm and 9pm, subject to availability.
Level 4
Super Care Level
Optional upgrade
Reporting a fault
You can report faults 24/7, including bank and public holidays. Outside our office hours, you can report faults through Customer Zone.
Openreach will begin remote diagnostics within 4 working hours and we'll provide you with a fault reference number once the fault has been accepted.
Repair target
Openreach aims to fix faults within 6 hours of them being reported.
Engineer visits
Engineers are available 24/7, including bank and public holidays.