Here you will find the Focus Group Fault Handling Policy document and the answers to the most commonly asked questions relating to service interruptions. You can also chat with our friendly support engineers here...
Want to take charge of the issue yourself? We have various tools and guides in place to help you tackle anything you feel confident enough with. Browse the tools and guides below.
What does the test socket look like?
For all standard single analogue lines your test socket will be a small grey/white box. It will have a horizontal line just over half way up and two silver screws either side. There may be a picture of the BT man on the front or alternatively, you may be able to see the Openreach label and logo.
What is the lead time for a line fault?
This depends on the Care Level you have on your line. It can be anything from 6 hours to 3 working days. If Openreach experience a Major Service Outage, or issue an 'MBORC' (Matter beyond Openreach's reasonable control), then lead times can be increased.
How long will it take my Divert to activate?
This can depend on the line type, divert type and scenario. In all fault scenario's the lead time is always up to 2 hours however will usually be applied in the first 40 mins and these can be applied 24/7. In other circumstances Focus Group can apply a divert for you within 2 working hours unless the line is an ISDN30 in which case the lead time is 1 working day. With analogue lines there are products we can apply which will enable you to set up your own diverts as and when required. You may also be able to set up diverts via your Phone System if your equipment is compatible.
Will I be charged for an engineer visit to site?
Yes charges apply unless otherwise agreed. This will vary depending on the reason for the site visit and the type of engineer and whether it be Focus Group or Openreach.
What is a Care Level?
A Care Level determines the response time in a fault scenario. They range between Care Level 1 - 4 and the pricing is dependent on line type and the number of lines per number. These are a guide rather than a guarantee although in most cases Openreach resolve the faults in the specified time frame.
What is the difference between ADSL & FTTC?
FTTC stands for Fibre to the Cabinet. The first part of the wiring from the exchange to green cabinet at the end of your road will be fibre and any cabling from the cabinet to your premises will be copper. FTTC can provide customers with high broadband speeds; anything up to 80MB. ADSL is a broadband service that runs on a single copper pair from the exchange to your premises. Available speeds on both FTTC and ADSL depend on multiple factors including the copper line quality and also the distance of your premises from the exchange.
What first line checks can I do to see if my line is at fault?
There are several diagnostic checks that can be carried out prior to reporting this to us. They will help us with diagnosing and then fixing the problem. These include swapping the handset for a different one and disconnecting all other equipment attached to the line and leaving just your phone plugged in. Can you then make and receive a call or does it make no difference?
You may also try plugging just a working handset into your master socket.
My broadband is down, what should I do?
There are several diagnostic checks that can be carried out prior to reporting this to us/your Broadband Provider. They will help Focus Group with diagnosing and then fixing the problem. These checks include a re-boot of the router (turning the power off, leaving the device off for 10 mins and then turning it back on again), replacing the micro-filter and plugging a phone into the line and checking for a dial tone.
How do I find out the number of my line?
Pick up the phone to make a call as normal then dial 17070. You will hear an automated voice reading out the phone number to you.
How can I check if it's my equipment or the line?
Make sure you are plugging your handset into the main master socket and not an extension socket. If you have a spare handset replace the existing phone with another phone that you know is working. If you testing your own router then we would recommend swapping your router for a different one that you know is working if you have one available.
Can I have a specific time for an engineer rather than AM or PM?
Yes weekend and other out of hours appointments are often available depending on resource and availability on the area. Additional charges apply too.
Can I pay extra for my fault to be fixed quicker?
Yes you can increase your care level by paying an additional monthly charge. Increasing your care level will help with getting an engineer assigned quicker therefore reducing the overall repair time should you ever experience a fault.
Can I pay extra to have my line installed quicker?
Yes in most cases we can expedite an appointment depending on resources. Additional charges apply.
Will engineers call ahead when installing lines or fixing faults?
Not necessarily. We will always pass on customer's contact details to Openreach and often engineers will ring ahead of attending your premises but not always. Please do not rely on this and ensure someone is on site waiting for the engineer for the duration of the time slot you have been issued to prevent any missed appointment charges.
What time of day will my broadband go live?
Unless you're having FFTC installed; broadband can go live at any point during the day up until midnight on the live date.