From 1 February 2017, we'll be re-naming Standard Care Level, Extended Care Level and Total Care Level. These will now be known as Standard Repair Service, Extended Repair Service and Total Repair Service.

These customisable features of our phone service define the level of support that you’ll get if you report a fault on the phone line. This change doesn’t affect the pricing of these features. This will continue to be £0, £1.50 and £4.00 per month (respectively) for every phone package we offer.

We are also changing how we describe these services to make it clearer what you can expect from us.

Standard Repair Standard Repair Service

Previous description:

48 working hour response time. Working hours are Monday to Friday 8am to 5pm. Excludes Bank Holidays. The response time guarantees how quickly a fault will be looked at once it is reported to Openreach Engineering department, but it does not guarantee the timescales by which the fault will be fixed.

New description:

We aim to resolve the fault within 2 working days, Monday to Friday, excluding Public and Bank Holidays.

Extended Repair Service

Previous Description:

4 working hour response time. Working hours are Monday to Saturday 8am to 5pm. Excludes Bank Holidays. The response time guarantees how quickly a fault will be looked at once it is reported to Openreach Engineering department, but it does not guarantee the timescales by which the fault will be fixed.

New description:

We aim to resolve the fault by the next working day, Monday to Friday, excluding Public and Bank Holidays.

Total Repair Service

Previous Description:

4 working hour response time. Working hours 24 hours per day, 7 days per week, including Bank Holidays. The response time guarantees how quickly a fault will be looked at once it is reported to Openreach Engineering department, but it does not guarantee the timescales by which the fault will be fixed.

New Description:

We aim to resolve the fault by midnight of the same day, if it is reported by 12.30pm. If the fault is reported after 12.30pm, then the fault will be resolved by 1pm the following day (Monday to Sunday including Public and Bank Holidays)