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Broadband Care Levels

The levels of care for our broadband service are classified into different categories. The timeframe mentioned for each level starts from the point when the diagnostics of the fault have been conducted and it has been confirmed that the fault lies within our wholesaler’s network.

Standard Care (MC5)

Standard Care operates during BT Normal Working Hours as defined below. BT will clear the fault within 40 clock hours of receipt of the fault report, excluding any allowable parked time.

BT Normal Working Hours – For the reporting of faults, 24 hours a day, seven days a week (including UK Public and Bank holidays). For engineering visits by BT to a Site (customer or End User premises or BT exchange), 0800-1800 Monday to Saturday (excluding Regional Public and Bank Holidays).

Where an engineering visit as defined above is required, Sundays and regional Public and Bank Holidays will not be included as part of any on-time repair measurement.

Enhanced Care (MC4)

Enhanced Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. BT will respond to a fault report within 3 hours of receipt of the fault report and BT will clear the fault within 20 hours of receipt of the fault report, excluding any allowable parked time.

BT Working Hours – For the reporting of faults, 24 hours a day, seven days a week (including UK Public and Bank holidays). For engineering visits by BT to a Site (customer or End User premises or BT exchange), 0800-1800 Monday to Sunday (including Regional Public and Bank Holidays). Out of hours engineering visits to site may be used to complete a repair if unrestricted access is available.

Critical Care (MC14)

Critical Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. BT will clear the fault within 7 hours of receipt of the fault report, excluding any allowable parked time.

Critical Care Working Hours – For the reporting of faults, 24 hours a day, seven days a week (including UK Public and Bank holidays). Out of hours engineering visits to a site may be used to complete a repair if unrestricted access is available. If Diagnostics indicate a fault and an appointment is required then BT will aim to fix any fault seven (7) hours from the start time of the agreed appointment slot.

Where diagnostics have not indicated any fault and an appointment is required, these will be provided to Enhanced Care timescales and excluded from any SLA. If a fault is subsequently found in the BT domain, then this time, excluding any allowable parked time, will be included in the SLA time.