All line faults reported will be acknowledged within 24 hours. In all cases our customer care team will be able to assist you, and where necessary if a fault is logged, we will issue a fault reference number which can be used to check for an update on our automated IVR service on 1907. We will endeavour to rectify the reported line fault within 2 to 5 working days. However there are some instances that are beyond our control and where an appointment is required, an engineer must assist in order to resolve the line fault. We will notify you of this request and arrange a suitable time/date.
In cases of Service Degradation, we will respond within 3 working days, explaining the investigation procedure and the amount of time required in order to resolve the service degradation.
We will manage and maintain your phone and broadband service which includes liaising with our wholesale partners in the event of any service degradation, ensuring the case is escalated and managed appropriately.