We work with Openreach to make sure all customers are satisfied

City Communications is proud of its 99.99% broadband network uptime but from time-to-time things can still go wrong. We offer the 4 levels of care for network faults that must be escalated to Openreach. These include infrastructure faults such as Exchange issues or problems with external cabling. We refer to these problems as line faults. Your lines fibre or copper are ultimately provided by the Openreach network, which can only be maintained by Openreach engineers. All of our products are sold with Standard care, but faster response times are available. Speak to your account manager or our service desk if you would like more information or would like to upgrade your care level.

Service Care Levels

We offer the following Service Care Levels on Broadband connections:

Basic Care – only available for Single Order products and Broadband Access Lines and it is the default option. Openreach will aim to repair the Fault within 72 Business Hours of receipt of the Fault report excluding any allowable parked time.

Standard Care – Openreach will aim to repair the Fault within 48 Business Hours of receipt of the Fault report excluding any allowable parked time. This is the default option for all Superfast and Ultrafast broadband packages.

Enhanced Care – Openreach will aim to repair the Fault within 24 Business Hours of receipt of the Fault report, excluding any allowable parked time.

Prompt Care – Openreach will aim to repair the Fault within 7 Business Hours of receipt of the Fault report, excluding any allowable parked time.

Note: Business Hours for Care plans are defined in T&C’s. Migrations from one Service Care Level to another valid level have a 24 hour lead time (Monday to Friday excluding Public and Bank Holidays).

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