September 11, 2026
Choose your care level option
We understand how important it is to keep your business up and running. That’s why we work closely with Openreach to make sure we can find and fix any problems with your phone line as fast as possible
You need to upgrade at least 24 hours before reporting your fault for the new care level to take effect
Care level 1
Fix by the end of the next working day +1, Monday to Friday (excluding public and bank holidays)
Example: fault reported at any time between 12:01am and 11.59pm on Tuesday would have a commitment time of 11.59pm on Thursday
Care level 2
Fix by the end of the next working day, Monday to Saturday (excluding public and bank holidays)
Example: fault reported at any time between 12:01am and 11.59pm on Tuesday would have a commitment time of 11.59pm on Wednesday
Care level 3
Fix by the end of the next half working day, Monday to Sunday (including public and bank holidays)
Example: fault reported by 12:59pm – clear by 11.59pm the same day. Fault reported after 1pm – clear by 12.59pm the next day
Care level 4
Six-hour fix, Monday to Sunday (including public and bank holidays)
Example: a six-hour fix around the clock, 365 days a year
Emergency repairs
Expedite
If the maintenance level you’re on doesn’t meet your needs, you can pay to expedite the fault to a higher care level where available.
You’ll need to request this when you initially log the fault with us. And it only applies to the current fault. You’ll be charged if the fault is repaired within the time scale of the level requested.
Upgrading your care level
Please get in touch if you want to upgrade to a higher care level, or let us know you want to switch to a one-off higher care level when you’re logging a fault. We’ll be able to give you the cost and get it sorted for you.
