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 Openreach Fault Care Levels - Response times & costg

BT Telephone line fault reporting

Openreach Care Levels & Time Related Repair Charges – Policy 

We understand that when something goes wrong with your phone lines, you want it resolved as quickly as possible. That’s why we offer additional BT care level packages to help give you the peace of mind that if you do experience any issues with your phone line, we’ll be on the case in no time at all.

We always do our absolute best to try to help you eliminate any local problems over the phone when you have a problem, and we can test your line right up to the telephone line box in your home, however if we can't find a fault or fix the problem over the phone, we'll give you the option to book an engineer appointment.


Care Level 2
Care level 2+
Care level 3
Care Level 4

Level 2 - Included in all our line rentals and call plans from June 2021

Clear by 23.59 next day, Monday to Saturday, excluding Public and Bank Holidays.

For example, fault reported Tuesday, clear Wednesday.


Openreach Care Levels

Care Level is the term Openreach use to define their expected response times in the event you report a fault on your line. You can specify within what period you would like a response.

Care Level 2 is included free with all call plans. On it you can expect a response within 1 working day, Monday to Saturday, excluding public and bank holidays. There are faster care levels available at a higher cost. To change care levels or for more information please ask our customer service team on 0330 122 0000

A response does not always mean that the fault will be fixed. For example, if there is a storm and a pole or line is physically damaged the fault may take longer to rectify.

The response is just an initial assessment of the problem by the Openreach engineer and, where possible, their estimate of when it will be sorted. Obviously, if it can be fixed at this initial assessment it will be.

We will always work with Openreach to get all faults resolved as quickly as possible. Care levels can be changed to a higher level after the initial order but NOT while there is an existing fault report open. Bear in mind that the time frame for changing care levels is 5 working days.

For full information on Care Levels & Faults please click here

Level 2 + - £35 per year including VAT

2+ takes priority over Care level 2. If the engineer is busy, he will look at faults on care level 2+ first. Clear by 23.59 next day, Monday to Saturday, excluding Public and Bank Holidays.

For example, fault reported Tuesday, clear Wednesday.


Openreach Care Levels

Care Level is the term Openreach use to define their expected response times in the event you report a fault on your line. You can specify within what period you would like a response.

Care Level 2 is included free with all call plans. On it you can expect a response within 1 working day, Monday to Saturday, excluding public and bank holidays. There are faster care levels available at a higher cost. To change care levels or for more information please ask our customer service team on 0330 122 0000

A response does not always mean that the fault will be fixed. For example, if there is a storm and a pole or line is physically damaged the fault may take longer to rectify.

The response is just an initial assessment of the problem by the Openreach engineer and, where possible, their estimate of when it will be sorted. Obviously, if it can be fixed at this initial assessment it will be.

We will always work with Openreach to get all faults resolved as quickly as possible. Care levels can be changed to a higher level after the initial order but NOT while there is an existing fault report open. Bear in mind that the time frame for changing care levels is 5 working days.

For full information on Care Levels & Faults please click here

Level 3 - £5.50 per month including VAT

Report by 13.00, clear by 23.59 same day. Report after 13.00, clear next day by 23.59. Seven days a week, including Public and Bank Holidays.

For example, fault reported Tuesday before 13.00, clear same day by 23.59.

Openreach Care Levels

Care Level is the term Openreach use to define their expected response times in the event you report a fault on your line. You can specify within what period you would like a response.

Care Level 2 is included free with all call plans. On it you can expect a response within 1 working day, Monday to Saturday, excluding public and bank holidays. There are faster care levels available at a higher cost. To change care levels or for more information please ask our customer service team on 0330 122 0000

A response does not always mean that the fault will be fixed. For example, if there is a storm and a pole or line is physically damaged the fault may take longer to rectify.

The response is just an initial assessment of the problem by the Openreach engineer and, where possible, their estimate of when it will be sorted. Obviously, if it can be fixed at this initial assessment it will be.

We will always work with Openreach to get all faults resolved as quickly as possible. Care levels can be changed to a higher level after the initial order but NOT while there is an existing fault report open. Bear in mind that the time frame for changing care levels is 5 working days.

For full information on Care Levels & Faults please click here

Level 4 - £9.99 per month including VAT

Clear within 6 hours, any time of the day of the year.

This requires access 24/7 to the address for the engineer, as they could/will turn up unannounced. This level is normally used for Banks, The NHS, Super Markets and Government buildings. However, if the address has 24/7 manned access this can be applied to the line.


Point to remember - If a "No Access" occurs when it has not been possible to gain entry to the end customer’s property due to the end customer or their representative not being there. Simple Telecoms will inform the customer of the Missed Appointment’. An Abortive Visit Charge will be raised automatically.


Openreach Care Levels

Care Level is the term Openreach use to define their expected response times in the event you report a fault on your line. You can specify within what period you would like a response.

Care Level 2 is included free with all call plans. On it you can expect a response within 1 working day, Monday to Saturday, excluding public and bank holidays. There are faster care levels available at a higher cost. To change care levels or for more information please ask our customer service team on 0330 122 0000

A response does not always mean that the fault will be fixed. For example, if there is a storm and a pole or line is physically damaged the fault may take longer to rectify.

The response is just an initial assessment of the problem by the Openreach engineer and, where possible, their estimate of when it will be sorted. Obviously, if it can be fixed at this initial assessment it will be.

We will always work with Openreach to get all faults resolved as quickly as possible. Care levels can be changed to a higher level after the initial order but NOT while there is an existing fault report open. Bear in mind that the time frame for changing care levels is 5 working days.

For full information on Care Levels & Faults please click here


 Some of the most common telephone problems we have found

Report a fault with a BT telephone line

Batteries in cordless phones - Old or faulty batteries can give a busy tone on both inbound and outbound calls. Change the batteries or remove them for a few minutes, and the replace them back in to handset. If this clears the problem, replace them as soon as you can. We also recommend rebooting the base station as well.

Flat batteries - Just check make sure the cordless phone you are testing with is fully charged.

Faulty extension leads -If you are running an extension lead, just test by plugging the telephone in to the main telephone socket to see if you have a dial tone, if so replace the lead.

Ringer switched off - This is easily done, just make sure the phone is not switched to silent or the ringer is switch off.

Telephone unplugged - Again, this is easily done. Just make sure the telephone is still plugged in to the telephone socket, and the connector is all the way in.


Download our full Information on telephone line faults

Report the fault

Report the fault Email: [email protected] Telephone: 0330 122 0000. 27/7 service.

It will help if you could give us a detailed description of the fault. Some examples of questions to answer.

Do you have a dial tone?

Does the phone ring?

Do you notice the fault on inbound or outbound calls or both? Is the line noisy?

Does the call cut off? Is there one way audio? Can you see any physical damage?


  Openreach Time Releted Charges & Repair Policy

BT Openreach Time Releted Charges & Repair Policy

Free repair of faults​​ - Where a reported fault is found to be on an Openreach product or service which is under guarantee or is covered by a maintenance or rental agreement, Openreach will repair the fault or replace the faulty equipment in accordance with the terms of the guarantee or agreement, and in line with the repair level on the line at the time of reporting the fault.

Openreach Time Related Charges (TRCs) are raised to cover time spent by Openreach engineers repairing faults where this work is not covered under the terms of the service contract with Openreach, and for providing or rearranging network, equipment, abortive visit and no fault found.

Repair of faults

Chargeable callouts are required to repair faults associated with Openreach products or end customer’s owned wiring or equipment. Charges are based on a call out (visit) charge and a per hour rate. If the engineer can 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 also apply.

In particular this covers the situation where the fault is found to be.

1- No fault found when tested; Charged when an engineer is dispatched to the field and finds no evidence of an Openreach Fault at the time of the visite.

2 - Fault Proved to customers equipment such as in the case of Cordless phones and Broadband equipment and internal wiring; The charged will be raised when the Openreach Engineer diagnoses the fault condition to the customers equipment.

3 - Customer’s wiring within the end customer’s premises where damage has been caused by the end customer.

Booking a site visit

Our engineers will not book an Openreach callout or site visit unless it is authorised by the customer or the point of contact first, excepting there are possible cost involved in doing so. We will not make a charge unless Openreach make the charge to us, and this can be sometime later from the date of the visit, due to delays in Openreach billing systems.