Broadband pricingMonthly Inc VAT. See VAT Exc.
| Up to: | 8Mb/s | 8Mb/s | 24Mb/s* |
|---|---|---|---|
| Tariff | Std | Prem | ADSL2+ |
| A | £18.99 | £31.00 | £16.99 |
| C | £26.99 | £39.00 | £26.00 |
| D | £34.99 | £47.00 | £32.00 |
| E | £46.99 | £59.00 | £38.00 |
Setup £59.99 Full tariff list The package Max *ADSL2+ trial Extra charges
Availability
To check availability you can enter your full UK postcode, or the number of a line.
Sadly, faults can happen. If there is a problem with your line specifically, we will take steps to rectify that problem as quickly as possible.
A fault on a line can be the result of :-
The first thing we will do is try and find the likely cause of the fault, and proceed from there. Faulty equipment can be replaced, etc. We have constant monitoring of all lines. We can normally tell the nature of the fault as a result of our own diagnositics, but we also have access to BT line diagnostics tools.
Usually faults are fixed quite quickly. Some take longer, such as replacing faulty equipment or when BT are involved.
It is important to realise that if the phone line itself is faulty, then the line must first be fixed by normal BT faults before we can address and broadband fault that may also exist. We do offer a service which includes the phone line, in which case we are the single point of contact whether the fault is with the phone line or the broadband. More.
We operate during office hours, and you can call 03333 400 999 Monday to Friday 9-5. Please do listen to the recorded message status on this line if there is one. In the event of any major outage this is updated with information as it happens.
We also have informal out of hours support with staff often available from as early as 8am and as late as 6pm. Staff will often monitor email, IRC, news, and SMS reports in the evenings and weekends, in their own time. Many faults can be rectified quickly even out of hours.
The faults telephone number also has an option for major outages, which pages staff even out of hours.
If the fault is with the phone line itself, and affecting telephone service, you will need to contact BT (or whoever is the provider) to arrange repair. BT/Openreach can take several days to rectify phone line faults.
The exception is where we are providing the phone line as part of the service. In this case we will handle the line fault via OpenReach for you. Whilst this does provide you with a single point of contact for any fault with your service, we will still need you to carry out normal checks on the lin (e.g. dial tone can be heard, etc).
We can normally identify a fault very quickly, and will do whatever we can to rectify a fault as quickly as possible. If however the fault is in lines or equipment BT maintain, we have to get BT to rectify the problem for us. This can take longer, occasionally even days, especially if an engineer visit is needed. Fortunately such problems are rare (as are phone line faults).
Normally, BT will try to rectify a fault we report within 40 hours, with many faults being fixed the same day. Some times BT have heavy load on their faults department and can take 2 days to fix a fault. We have a process to monitor the progress of faults and chase BT as necessary, escallating faults where they are delayed.
An additional option, at a cost of £10.00/mon provides Enhanced Care on Max broadband circuits. (£30.00/mon for SDSL, £8.51/mon for ADSL2+)
Enhanced Care means :-
This does not mean we offer 24 hours fault reporting, but can be benficial if escallating the repair of a fault.
