FAQ

Who do I report faults to?

Please report faults to 08453630100 or by email to support@optiontelecom.co.uk.  Please ensure you have read the self-help guide here.  Please also make sure you have the phone number, a description of the problem and a contact name and number to get back to you.  It would also be useful to know if you have other lines and do these work?

What are the response times?

For lines on Care Level 1 (the default on analogue lines), the fault will be under investigation/repair within one working day of the report, although if the fault is reported outside working hours the time doesn’t start until the beginning of the next working day.

Lines on Care Level 2 or 3 can be reported outside of working hours and activity to repair the fault should start within 6 hours of the start of the working day (CL2) or 6 hours from the time of the report (CL3).

Please note that these are not guaranteed repair times as these will vary according to the circumstances.

How do I get out of hours support?

Please call 08453630100 and take the option for out of hours support.  Please note that faults on lines on Care Level 1 will not be logged until the start of the next working day.

Who comes out to repair my line?

Any work carried out on your line, including installations and repairs, is carried out by BT Openreach.

What do I do if the line works, but I can’t make outbound calls?

If you are using our least cost routing for outbound calls, please try dialling the number again, but with a prefix of 1280.  If this works, the fault is with our carrier, otherwise it is a line fault.  In either case, please report the fault to us.

If you have any queries please

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