Broadband Fault Reporting

ADSL BROADBAND

In the unlikely event that you experience a problem with your ADSL broadband connection, please follow the instructions below:

  1. Power down your router for a minimum of 10 minutes. Once the 10 minutes are over, please turn the power back on and check to see whether you have an internet connection. N.B. The vast majority of broadband faults are cleared by doing this.
  2. If at this stage you do not have a connection, please note down which of the lights are illuminated on the router (Power, Internet & DSL etc).
  3. Please check with your IT maintainer to ensure that all network cables are correctly plugged in and that your network is operating normally.
  4. If after having followed the above procedure you still do not have a connection, please contact us on 0870 190 0077 to log a fault.

Please note that in the event that an Openreach engineer is required to visit your premises and the fault is not found to be with the broadband connection, a £180 site visit charge may be applied. Whilst we will do everything in our power to resolve broadband faults, there is no formal SLA (Service Level Agreement) in place for ADSL services and BT Openreach are not obliged to fix faults within a pre determined time scale. All faults are processed on a ‘best endeavours’ basis.

FIBRE BROADBAND

In the unlikely event that you experience a problem with your Fibre broadband connection, please follow the instructions below:

  1. Power down your router for a minimum of 10 minutes. Once the 10 minutes are over, please turn the power back on and check to see whether you have an internet connection. N.B. The vast majority of broadband faults are cleared by doing this.
  2. If at this stage you do not have a connection, please note down which of the lights are illuminated on the router (Power, Internet & DSL etc).
  3. Please check with your IT maintainer to ensure that all network cables are correctly plugged in and that your network is operating normally.
  4. If after having followed the above procedure you still do not have a connection, please contact us on 0870 190 0077 to log a fault.
  5. Three Care Levels apply to our Fibre Broadband circuits Standard (40 working hour fix), Enhanced (20 hour clock fix) and Premium (8 hour clock fix). A fault is deemed to have been logged once it has been reported to V12 Telecom and when we have carried out initial diagnostic tests.

Please note that in the event that an Openreach engineer is required to visit your premises and the fault is not found to be with the broadband connection, a £180 site visit charge may be applied.