BT Assurance is a service package available for PSTN, ISDN, Broadband, VOIP, Mobile, Fusion and ICT.

Customers will be able to report faults 24 hours a day 7 days a week, including UK Public and Bank Holidays and BT will start remote diagnostics.

For PSTN and ISDN2 lines where an engineer visit is required BT will arrange for the fault to be fixed during the hours of 0800 to 1700 Monday to Friday, excluding UK Public and Bank Holidays.

For ISDN30 lines where an engineer visit is required BT will arrange for the fault to be fixed during the period 0800 - 1700 hrs Monday to Saturday, excluding Bank and Public Holidays.

For PSTN/ISDN2 and ISDN30, customers will be given the option to divert their lines to an alternative number.

For PSTN/ISDN2 and ISDN30 work will be carried out only during working hours. If staff are available BT may, at the customer's request, continue to work on a fault reported under BT Assurance conditions outside working hours without a break. BT will make additional charges.

BUSINESS ONLY

Available for PSTN, ISDN, Broadband, VOIP, Mobile, and ICT.

Fault Reporting

Customers will be able to report faults 24/7, including Bank and Public Holidays.

For PSTN/ISDN2 and ISDN30, BT will start remote diagnostics upon receipt of the fault.

Where applicable, customers can request the option to divert their line to an alternative number.

Engineer Visits

BT will carry out engineering visits, where required, as follows:

For PSTN, ISDN2 and ISDN30 during working hours of 08:00 to 18:00 Monday to Saturday, excluding Bank and Public Holidays.

If staff are available BT may, at the customer's request, continue to work on a fault outside working hours without a break. BT will make additional charges for the additional working hours (Section 15:Timescale Charges).

Fault Repair

BT will repair the fault by end of next working day (up to 23:59 hours).

Where BT fails to meet the repair timescales, customers may be entitled to claim under the Customer Service Guarantee, if applicable (Customer Service Guarantee).

Please note:

1.Sundays and Bank Holidays are not normal working days.

2. Working day for fault repair is up to 23:59 hours