| Package | Engineer Visit Days | Engineer Visit Hours | Response Time | BT aims to fix faults by- |
| Standard | Monday to Friday (excluding Bank and Public Holidays) | Monday to Friday 8am to 6pm |
4 Hours* | By the end of the second working day after which the fault was reported |
| Prompt | Monday to Saturday (excluding Bank and Public Holidays) | Monday to Saturday 8am to 6pm |
4 Hours* | End of the next working day |
| Total | 7 days a week (including Bank and Public Holidays) | Monday to Sunday (including Bank Holidays) 8am to 6pm |
4 Hours* | Within 24 hours |
| Critical | We'll carry out visits, where required, 24/7 including Bank and Public Holidays | Immediately* | Within 6 hours | |
*Response qualifies as a confirmation that the fault is accepted and the provision of a fault reference number.
Eligibility and pricing information can be found in the BT Price List.