Useful numbers
Sales: 0800 169 06258am - 6pm Monday - Friday
Billing queries: 0845 600 70208am - 6pm Monday - Friday
Broadband Network
Service level guarantees that make sure you stay connected
Our services - access, email and hosting - are designed to be available 24 hours a day, every day.
Automated programs backed by skilled engineers monitor them and additional teams are available should problems arise.
In the unlikely event that any of these are faulty, we guarantee to repair them within 24 hours.
The guaranteed repair time is for qualifying broadband faults reported to the BT Business Broadband Technical team (even if outside of normal business hours).
The SLG covers three aspects of your service. These are:
Internet connectivity - if you have no end-to-end IP connectivity between the internet and the Ethernet interface at your premises
Email availability - if you can't send and receive email via the BT Business Connect mail platform
Web site availability - if third parties can't access your BT Business Broadband-hosted web site via the public internet
Service level guarantee claims
If the qualifying fault isn't repaired within the specified time, you may claim a service level credit within 90 days of the end of the month in which you reported the fault.
To make a claim simply fill out an online SLG claims form.
We will respond to you within 24hrs confirming receipt of your claim, and complete our investigations into the claim within seven working days.
Service level credits
A service level credit of £25 will be given if a fault continues past the guaranteed repair time, including weekends and bank holidays.
This service level credit will be a credit against the advanced rental due on the broadband line experiencing the fault.
Business broadband with a service level guarantee
Buy Broadband Network from £58.50 per month (ex VAT)