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.
Three care levels are offered: Standard Care is included free of charge, whereas Enhanced and Critical Care are subject to an additional monthly recurring charge at the rate listed on your Metis ‘Pricing’ page.
Care Level | Target Response Time | Target Restoration Time |
Standard | 4 working hours | 40 clock hours |
Enhanced | 3 working hours | 20 clock hours |
Critical | 1 working hours | 8 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.