You will have one of the following Care Levels included in the rental of your lines:

Standard Care - Level 1

Level 1 Care operates during working hours 08:30 – 17:00 Monday to Friday, excluding bank holidays. We aim to respond to a fault logged between these times on one working day by the end of the next working day. Where a fault is reported outside normal working hours, the fault will be treated as if it has been logged at the beginning of the next working day. Work will only be carried out during working hours.

Prompt Care - Level 2

Prompt Care operates during the period of 08:30 – 17:00 Monday to Saturday, excluding Public and Bank Holidays. We aim to respond to faults logged between these times within 4 working hours of receipt of fault report. If the fault is not cleared during this period, the Nominated Contact will be advised of the progress being made to clear the fault.

Where BT Personnel are working on a fault at the end of working hours it may be possible for work to continue without a break at our request, however this will only be possible if BT Personnel are available. BT may make an additional charge for such work.

Where a fault is reported outside of normal working hours, the fault will be treated as if it has been reported at the beginning of the next working day.

Total Care - Level 3

Total Care operates 24 hours per day, 7 days per week including Bank and Public Holidays. BT will respond within 4 hours of receipt of a fault report. If the fault is not cleared during this period, the Nominated Contact will be advised of the progress being made to clear the fault.

If you are reporting a fault out of hours please call 01306 710382

*The time that it will take to react and repair the fault will depend upon the level of care on the exchange line*

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