A total loss of service is an unplanned outage to either your Broadband or Talk service.
For a talk/phone service a total loss of service occurs if:
- You’re unable to make or receive any calls.
- Your phone service only lets you make or receive one-way transmissions.
For a broadband service, a total loss of service occurs if:
- You can’t access the internet at all on any of your devices (this doesn’t include any issues because your hub isn’t working properly).
If you report a total loss of service we’ll send an engineer to visit or test your line from the exchange to confirm the total loss of service. If a total loss of service is confirmed and it isn’t fixed by 11:59pm on the second full working day after you reported it, we’ll give you automatic compensation as set out in this code.
For example, if you report a fault at any time on Monday, we’ll give you compensation if the fault isn’t fixed by 11.59pm on Wednesday.
After the second working day, we will give you £8 for each day that the service is not fixed.
The following applies where an engineer visit is required to fix your total loss of service
We’ll only give you compensation up to the first engineer appointment we give you (if required). If the repair is delayed because your engineer missed the appointment, we will try and rebook the appointment with you.
If we can't reach you, we'll give you compensation up to the first available appointment date. Please make sure you contact us to rebook, otherwise your fault will cancel after 2 days of not hearing from you.
If the repair is delayed because you missed the engineer appointment, we’ll stop the compensation and only start it again if the repair isn’t completed during the next engineer visit.