All fixed line faults reported will be acknowledged within 24 hours. In all cases our customer care team will be able to assist you, and where necessary, if a fault is logged, we will issue a unique fault reference number which can be used to check for an update. We will endeavour to rectify the reported line fault within two to five working days. However, there are some instances that are beyond our control and where an appointment is required for an engineer to resolve the line fault. We will notify you of this request and arrange a suitable time/date.

In cases of Service Degradation requests, we will respond within three working days, explaining the investigation procedure and the amount of time required in order to resolve the service degradation.

We will manage and maintain your phone, TV and broadband service which includes liaising with our wholesale partners in the event of any service degradation, ensuring the case is escalated and managed appropriately.

We want every customer to have the best experience on our network but if you’re not completely happy, come back to us within 30 days of joining and we’ll cancel your contract so you can walk away. If your plan included a new phone, we’ll take it back and refund what you paid for it. You’ll only pay for the first month of your plan, including any excess charges you’ve incurred. It’s that simple!

Read more about our Network Satisfaction Guarantee