The UK-wide network which transports data from BT’s hand-off points to the Gateways is a high availability MPLS “Self-Healing” network, so data is automatically redirected in the event of a network segment failure.
An ADSL service however runs over BT’s copper telephone network from your premises to the exchange, which is an ageing system, and was not conceived for data transmission. As a result, ADSL offers a less stable connection than EFM, or Fibre Leased Line connections for example. ADSL is therefore a non-guaranteed service, which may occasionally be subject to faults. Sometimes faults may take longer than 24 hours for BT to resolve. If the service is critical, it is therefore recommended that you also employ a back-up fail-over service. We can supply a second redundant ADSL service and a dual-WAN router to provide fail-over in the event that the ADSL connection fails. Please ask for information if this service is of interest.
BT also provide “Enhanced fault care” as a cost option. ADSL and FTTC products are supplied as standard with “BT Standard fault Care”. BT’s Standard fault Care response time is generally known as ‘best endeavours’ in that BT will endeavour to resolve the fault as soon as they can with a target time of 48 working hours. However, BT suffer no penalty for going beyond this. BT operate within business hours on standard care ( 9am – 5pm Monday – Friday).
Enhanced Care is available as a cost option. Enhanced Care offers a 3 hour response time from the initial BT fault being logged with BT, with a 20 clock hour fix to totally clear the BT fault. Out of hours engineering visits to site may be used to complete a repair if unrestricted access is available. The fault may be logged 24/7.
The ‘Response Time’ is BT’s commitment to act on the fault reported either by running tests or allocating resource. This does not guarantee a clear only that the fault reported will be actioned.
If BT fail to respond, or clear a BT fault in the specified time period, compensation will be payable on receipt of a claim in writing, the amount of compensation is half of the monthly service charge (based on Swift Internet Pricing).
Enhanced Care is available at £11.00 + vat/month.