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.

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