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Phone line faults

 

DO YOU KNOW WHAT RESPONSE TIMES YOU WILL RECEIVE FROM OPENREACH ENGINEERS ON YOUR PHONE OR BROADBAND LINES IF YOU HAVE A FAULT?

Most business lines 'should' have level 2 care as standard, but is that good enough?

We feel this is something that needs to be flagged, as a lot of businesses probably don't already know what they have in place at all. If you are unsure what care levels you have on your phone lines then the first thing you should do is check your bills, or ask your supplier.

Check out the options available from Openreach below: These levels are defined by the response times of Openreach engineers to reported faults.

Level 1

  • Clear by 23.59 day after next, Monday to Friday, excluding Public and Bank Holidays. For example, report Tuesday, clear Thursday.
  • Level 2
  • Clear by 23.59 next day, Monday to Saturday, excluding Public and Bank Holidays. For example, report Tuesday, clear Wednesday.
  • 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.
  • Level 4

Clear within 6 hours, any time of day, any day of the year.

And now you know what options you have, it is time to decide what is right for you.

One thing to remember as well is that these timescales are based on Openreach responses to you, so once they are waiting for something back from you, their time frames 'stop'. So if you take hours to respond to their requests as well, these times and days above scale up even more!

The first question you need to ask is how important on a scale of 1-5 is that line to you? With 5 been business critical.

What do you use it for?

If it goes down, how long could you realistically cope without it, and do you have a backup in place?

In this day and age a standard phone line is used for a few things, a basic line within a small business, the line the business broadband uses to deliver its service, an alarm line, a fax line, and maybe a card machine or even lift!

Once you decide how critical it is make sure you apply the relevant care level, for the few extra pounds it costs a month to have, it can be worth every penny.

Now every business is different for what they need and have in place and some of you will possibly still not know what level is right for you at all, So what can you do?

The first thing you need to do is check your bills or speak to your provider and find out what care levels you have on each line for the business.

You also have care levels against broadband products too, which are affected separately to the lines themselves, but that is for another time!

IF YOU WOULD LIKE SOME GUIDANCE, OR JUST A CHAT ABOUT WHAT WE OFFER, GET IN TOUCH WITH THE JIBBA JABBA TEAM. YOU CAN USE OUR ONLINE WEB CHAT, DROP US AN EMAIL TO [email protected] OR CALL US ON 01302 247530

 


Article by Ashley Harris on: 12/7/18

 

 

 

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