Fault reporting and repair

Index

Introduction

Care levels

• Standard Care
• Standard Plus
• High Care

Charges for missed appointments or misreported faults

I cannot connect to a particular number

Introduction

If you think there's a fault on your line, or a problem with any of your calling features, please call our customer services team on 0845 458 9000.

When you call us, we'll test the line and report the fault, then keep you posted with any progress.

We can arrange to have your incoming calls diverted to another number while the fault is worked on.

Try and test the line using a working corded handset before calling. If we send out an engineer and your equipment is faulty, you will be charged for the visit.

A call-out charge will also be levied if we arrange an appointment, and you are not in when the engineer calls.

Care levels

There are three care levels available to line rental customers, covering several operating hours, and with varying response times.

Standard Care

• Residential analogue lines (default)

Faults can be reported 9am-5pm Monday to Friday, excluding Public and Bank Holidays.

Where a fault is reported outside of normal working hours, the fault will be treated as if it has been reported at the beginning of the next working day.

We aim to clear a fault before the end of the second working day from when the fault is reported.

Standard Plus

• Business analogue lines (default)
• ISDN2 lines (default)
• ISDN30 lines (default)

Faults can be reported 9am-5pm Monday to Friday, 9am-3pm Saturdays, excluding Public and Bank Holidays.

Where the fault is reported outside of normal working hours, the fault will be treated as if it has been reported at the beginning of the next working day.

We aim to clear the fault by the end of the next working day from when the fault was reported. If the fault is not cleared during this period; we will advise of the progress being made to clear the fault.

High Care

• ISDN30 - £3 per channel ex VAT
• All other lines - £6 ex VAT

Faults can be reported 24 hours per day, 7 days per week including Bank and Public Holidays.

We will aim to clear the fault within 12 hours of receipt of a fault report. If the fault is not cleared during this period we will be able to advise the progress being made to clear the fault.

Please note, High Care can only be ordered for all channels on an ISDN30 line and cannot be ordered for a subset of the channels.

Charges for missed appointments or misreported faults

If a fault is reported, but turns out to be caused by a problem with your equipment rather than our service then call-out charges apply. In particular this covers situations where no fault is found; the fault is: found to be on non-Phone Co-op equipment; due to damage caused within your premises; due to theft, loss or removal of equipment; or caused by external or environmental factors (e.g. lightning, electrical surges or floods, but not The Phone Co-op network).

If the engineer is able to repair the fault by unplugging a piece of equipment or wiring with no further investigation, then only the call-out charge will apply. Otherwise the hourly rate will always apply.

If an engineer arrives to repair a fault, and you are not available, or postpone the work when they arrive, the call-out charges will apply.

Please see our full price lists for details of the charges:

Residential line rental price list.

Business line rental price list.

I cannot connect to a particular number

This may be a problem with the network we use to deliver the calls rather than a line fault.

Please contact Customer Services if you experience this problem. We will investigate and keep you informed of our progress.

We'll need to know:

• your account number.
• the telephone number from which you are dialling.
• the number you are trying to reach.
• the date and time of the attempted call (three examples would be most helpful).
• any message you hear.