Broadband care levels
This article is only applicable to Zen broadband services
Your service's care level dictates how quickly Openreach will try and fix your connection when there is a fault. Please note these are targets and not guarantees.
Two care levels are offered: Standard Care is included free of charge, and Enhanced Care is subject to an additional monthly recurring charge at the rate listed on the ‘Pricing’ page of Metis.
| Care Level | Target Response Time | Target Restoration Time |
| Standard | 4 working hours | 40 clock hours |
| Enhanced | 3 working hours | 20 clock hours |
Modify care level
You can modify your service's care level by going to Reports -> Service Reports -> Broadband -> Orders and clicking the Modify button.
On the following screen, select your new Care Level and submit your order.
