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Fault reporting FAQs
When will my fault be fixed?
Your fault-clearance target is determined by your product and the repair time outlined in your service contract or SLA. A leased line will typically have a target fix of five clock hours. Broadband faults are generally worked on during business support hours and can have a target fix of between 7 and 72 hours, depending on the service level.
These are target times. The exact commitment, how it is measured and any exclusions will be set out in your agreement.
What can I do to try and fix the issue in the meantime?
It may sound simple, but first turn the affected equipment off, leave it off for five minutes and then turn it back on. Check that the power supply is working and that plugs, cables and power lights are as expected. This fixes a large number of issues.
If this restores your service, please still let us know so that we can investigate the cause and help prevent it from happening again.
Can I get support outside of working hours?
Your support agreement will be outlined in your service documents. In general, we offer 24/7 fault support for business leased lines and managed routers supplied with a leased line.
Broadband faults are processed during working hours: 9am to 5pm, Monday to Friday, excluding bank holidays.