Care Levels


Care Level

Fault Fixing SLA

Working Hours

Service Level Guarantee

Bronze Care Level

(Level 1)Included in Line Rental

Customers will be able to report faults Monday to Sunday 24/7 * including bank and public holidays. BT will respond within 4 working hours of receipt of a fault and start remote diagnostics. Response will include the confirmation that the fault is accepted and the provisions of a fault reference number. BT will advise the customer of the progress being made to clear the fault.

*outside our office hours via Customer Zone

BT's engineer will carry out visits, where required, during working hours of 08:00 to 18:00 hours Monday to Friday 

Operates between 8am and 6pm on Monday to Friday (not including public and bank holidays). Openreach will aim to fix faults by the end of the second working day after which the fault was reported (up to 23:59 hours).

Weekends and Bank Holidays are not normal working days. 

Silver Care Level

(Level 2)

 

Customers will be able to report faults Monday to Sunday 24/7* including bank and public holidays. we will respond within 4 working hours of receipt of a fault and start remote diagnostics. Response will include the confirmation that the fault is accepted and the provisions of a fault reference number. we will advise the customer of the progress being made to clear the fault

*outside our office hours via Customer Zone

 

Openreach engineers will carry out visits, where required, during working hours of 08:00 to 18:00 hours Monday to Saturday

 

BT will aim to fix faults by the end of the next working day (up to 23:59 hours).

Weekends and Bank Holidays are not normal working days. 

Gold Care Level

(Level 3)

 

Customers will be able to report faults Monday to Sunday 24/7* including bank and public holidays Upon receipt of a fault we will start remote diagnostics. Response will include the confirmation that the fault is accepted and the provisions of a fault reference number. we will advise the customer of the progress being made to clear the fault.

*outside our office hours via Customer Zone

Openreach engineers will carry out visits, where required, as follows:

Monday to Sunday during working hours of 08:00 to 18:00 hours (including Bank and Public Holidays)

Out of Hours Appointments - Appointments during the hours of 07:00 to 08:00 and 18:00 to 21:00 may be available at the customer's request and subject to availability.

Openreach will aim to fix the fault within 24 hours of the fault being reported (unless the customer has elected for an appointment outside of this time).

Super Care Level

 (Level 4)

 

Customers will be able to report faults Monday to Sunday 24/7* including bank and public holidays Upon receipt of a fault we will start remote diagnostics. Response will include the confirmation that the fault is accepted and the provisions of a fault reference number. we will advise the customer of the progress being made to clear the fault.

*outside our office hours via Customer Zone

 

Openreach engineers will carry out visits, where required, 24/7 including Bank and Public Holidays

Openreach will aim to fix the fault within 6 hours