Openreach Care Levels:
It is really important we have the conversation around Care Levels on Analogue lines.
We have always struggled to produce a timely professional resolution with line faults where we have previously transferred a Care Level 1 line (residential) for a business, without upgrading it to Care Level 2.5.
Care level 1 has a shockingly bad response time (up to 5 x working days ☹) as your fault literally sits at the bottom of the pile. Anything with Care level 2.5, 3 or 4 that subsequently comes in, it takes priority. Not great when the weather is bad for example and utterly useless if the businesses FTTC or Alarm is on that line…
The upgrade is from Care Level 1 to 2.5 is a one-off £19.95. The ongoing line rental cost with Pink Connect is £12.78 p/m (BT charge a MINIMUM £21.60 p/m).
- Care level 2.5: has the fault allocated to an engineer within 8 x working hours (Monday to Friday 09.00 to 17.00) No charge other than the £12.78 p/m line rental. However, it’s not a fat lot of good when, for example, an Estate Agent has an FTTC line fault at 5.30 on a Friday afternoon, as it will be Monday at 5 when the fault is allocated for resolution on Tuesday some time. Tough to be happy with being out of business till next Tuesday when they are open all weekend!
- Care level 3: gets the fault allocated to an engineer within 4 x working hours 24/7/365. Far better, as it leapfrogs all previously reported Care Level 1 & 2.5 faults. Cost is £3.95 p/m extra.
- Care Level 4: is simply a Guaranteed 6 x hour fix 24/7/365 and takes priority over everything. Cost is £4.50 p/m extra. Not a lot to guarantee you’re soon going to be open for business again with Data and VoIP, no matter when the fault occurs!
If you would like a conversation about Care Levels 3 & 4 and how that would guarantee your business stays open, call us on 0345 450 9393. Then we can all do a proper job!