Care Level

Care Level 2.5 to be introduced as of 22nd September 2014

On the 22nd September, Openreach will be introducing a new care level called Business 2.5 (2 Plus).  All existing Care Level 2 lines will be automatically upgraded to this care level on this date and all new orders will be placed on Care Level 2.5.

Care Level 2.5 includes the following features:

  • Business 2.5 prioritised repair (same target fix time as Care Level 2 but with a higher percentage of the target met 
  • Smart divert as standard 2.50 RRP - a call diversion product which allows customers to divert their calls remotely if they are unable to access their place of business for any reason
  • Reduced cost of more focused appointments (pricing and further details to follow soon)
  • Named engineer (pricing and further details to follow soon)

Openreach have increased the price of a Business PSTN Line by 4 per year (33p per month) and this will be reflected in the in RRP Line Rental for Business PSTN lines next month ( October 2014 ) Price increases are never welcomed by anybody; and it is for this reason that we have decided not to make any profit out of this improved service.

What is a Care Level?

Care Levels are the targeted Service Level Agreements (or target fix times) that Openreach aim to work to.  Up until now, these have been split into 4 different levels, Care Level 1, 2, 3 & 4:

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.