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SLA’s

Emma Ward

Information correct as of 27/03/20:

I have a faulty handset, are you able to send an engineer to fix or replace it? 

In all cases we will be attempting to resolve any faults with devices remotely; if a device needs replacing we will talk customers through the process of swapping this over the phone and if the device needs configuring first, we will do this from our location before shipping to your premises.

If a visit is then deemed as necessary, then we will review each requirement on a case by case basis. The review process will take into account the urgency and criticality of the requirement (in line with the UK Government Guidelines), and also the risk and exposure to our staff.

 I have a service with you and I’m having to close my offices whilst the current guidelines are in place, are you able to divert my calls to my mobile or another line? 

Yes, we absolutely can, please call our Technical Support team on 03300 888 999 and select option 3, option 2 to discuss the options available. Please note that there may be a small setup fee and call charges will apply for the forwarded leg of the call.

I have a fault with my service, will it be resolved within the advertised SLA’s? 

Openreach issue MBORC in the rarest of conditions when they feel the conditions prevent them from being able to provide or repair service within the target lead times, and in the current climate it has been deemed reasonable to implement these measures.

This does mean that Openreach may struggle to repair your service within the normal target lead times as they have to prioritise faults affecting businesses that are considered critical national infrastructure (NHS, pharmacies, utilities, emergency services, retail and wholesale food distribution outlets, financial services businesses and other categories defined by the Government).

Under the current Government guidance, the engineers will attempt to resolve the fault remotely to the premises.
For Analogue Lines, ISDN, FTTC, FTTP and ADSL, if they are unable to do this, they will only attend the premises if the fault is a complete loss of service. Before entering the premises the engineer will ask two specific risk assessment questions and as long as the answer to both is yes, they will enter and maintain certain safety protocols to complete the resolution.

For Ethernet services, again the engineer will attempt to resolve the fault from outside of the premises and if unable to, regardless of the fault type they will proceed to the premises and ask the two specific risk assessment questions, as long as the answer is yes to both the engineer will proceed with diagnosing the fault there.

In each case, if the engineer deems the risk to be too high, the fault task will be passed back to assess options or to be reappointed for when the risk levels have reduced.