Introducing Connectivity Guard
Broadband down? Experiencing issues with your connection? Keen to avoid hefty carrier call-out charges? Our Connectivity Guard service is the answer.
Keeping you connected
Connectivity Guard gives our customers with broadband and data services certainty over charges when addressing faults that have been reported on the underlying infrastructure that keeps them online.
When a carrier such as Openreach is called out to your premises and determines that the fault originates from your internal set-up or equipment, we would normally add the respective call-out charges to your next bill. With Connectivity Guard, we absorb these charges instead.
Guarding your business
Carrier engineer call-out fees can quickly escalate with multiple visits.
Connectivity Guard, a Focus Group service, ensures you avoid these expenses by covering any underlying carrier engineer call-out charges related to reported faults that originate from your internal wiring, cabling or equipment. Whether your service runs over Openreach or an alternative network provider, we absorb these costs so your business avoids unforeseen charges associated with internal issues.
We're ready to provide proactive and reliable support for your broadband and connectivity services, whenever you need us.
Sign up for Connectivity Guard today
Terms and conditions
- Focus Group will, subject to payment of the applicable charges, provide a Connectivity Guard service to support faults in relation to broadband and data circuits registered on the customer's account, providing Focus Group bills the circuit rental directly.
- Focus Group will log each call received from the customer with the relevant underlying carrier (including Openreach and other network providers) and absorb the cost of call-out charges generated by the attendance of a carrier engineer to the customer's premises, when it becomes evident that the fault is not related to the carrier's network or infrastructure and instead relates to the customer's own internal wiring, cabling or equipment. These are charges that Focus Group would otherwise pass through to the Customer.
- The charges for the Connectivity Guard service are set out in our standard tariffs which can be found at https://thisisfocusgroup.co.uk/downloads/focus-group-standardtariffs.pdf
- The number of circuits will be calculated by the number of live broadband and data services registered on the account where Focus Group bills the circuit rental.
- The Connectivity Guard service will not cover the following costs and charges:
- Charges for missed appointments where a carrier engineer has attended site and has not been able to gain access for any reason, whether this relates to a fault or the provision of new and additional service
- Any carrier engineering call-out charges in relation to the provision or rearrangement of new or existing services
- Any charges for the support or maintenance of routers, networking hardware and/or customer premises equipment
- Any carrier engineering charges in relation to malicious or accidental damage caused to a carrier's network or infrastructure by the customer or any third party, and the customer will be responsible for all such costs and charges.
- Connectivity Guard is a service pricing option where Focus Group absorbs certain carrier operational costs rather than passing them through to customers. It is not an insurance policy.
* See current tariff at https://thisisfocusgroup.co.uk/downloads/focus-group-standardtariffs.pdf
