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  5. Care Levels explained

Choose your Care Level option

The following care levels apply to PSTN and ISDN line faults on the Openreach network. Your line care level determines the timescale within which Openreach will aim to repair faults.

There are 4 standard care levels available on Openreach phonelines:

Care level 1

Clear by 23.59 day after next, Monday to Friday, excluding Public and Bank Holidays.

For example, if there’s a report on Tuesday, it will be clear by Thursday.

Care level 2

Clear by 23.59 next day, Monday to Saturday, excluding Public and Bank Holidays.

For example, if there’s a report on Tuesday, it will be clear by Wednesday.

Care level 3

Report 13.00, clear by 23.59 same day. Report after 13.00 clear by 12.59 next day, seven days a week, including Public and Bank Holiday.

Care level 4

Clear within six hours, any time of day, any day of the year.

Emergency repairs »

Expedite

If the Maintenance Level you are on doesn’t meet your needs, during a fault, you can pay to expedite the fault to a higher care level, where available. This would need to be requested when initially logging the fault with us and only applies to the current fault. You will be charged if the fault is repaired within the time scale of the level requested.

Upgrading your care level

Please contact us if you wish to upgrade to a higher care level or advise us at the time of the logging a fault if you wish to expedite to a higher level on a one-off basis. We will be able to advise you of the cost and enable this for you.

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