September 11, 2026
If you subscribe to our business assurance service, you won’t be charged the initial call-out fee if the Openreach engineer deems the fault to be within your premises or with your equipment.
Please keep in mind that this only covers the initial call-out fee, which allows for up to one hour of work to be done. Any additional time will be charged at a minimum £90 excluding VAT per hour.
Additional time outside the initial 60-minute appointment is rounded up to the nearest hour. For example, 25 minutes would be charged as a full hour at a minimum of £90 excluding VAT
This doesn’t cover the £125 excuding VAT missed appointment charge. So it’s best to make sure someone is available at the time of the appointment to avoid any additional fees.
Business assurance is £5.10 excluding VAT for PSTN and £6.25 excluding VAT for a line including broadband. These charges are per number, so if you have multiple lines associated with your business, each line will be billed separately.
To see if you have business assurance added, please check your latest invoice
You can choose to opt-out of the business assurance service by contacting our live chat customer support team Monday–Friday, 9am–4.30pm, excluding bank holidays. But if you choose to do so, any faults found within your own premises or equipment will not be covered.
Business assurance can’t be re-added or reinstated once it’s been removed
Please note this is a bolt-on to your services, not an insurance.
