This service is not available to customers using PSTN split line voice service.
Prompt Care is defined in paragraph 8 of the BT Telephony Service Terms.
Prompt Care is defined in http://www2.bt.com/static/i/btretail/panretail/terms/bt310.htm
Customers will be able to report faults Monday to Sunday 24/7 including bank and public holidays. BT will respond after receipt of a fault and start remote diagnostics. Response will include the confirmation that the fault is accepted and the provisions of a fault reference number. BT will advise the customer of the progress being made to clear the fault.
Where applicable, customers can request the option to divert their line to an alternative number.
BT's engineer will carry out visits, where required, during working hours of 08:00 to 18:00 hours Monday to Saturday (excluding Bank and Public Holidays).
If staff are available BT may, at the Customer's request, continue to work on the fault outside working hours without a break. BT will raise additional charges for the extra working hours (Section 15 Part 8Timescale Charges ).
BT will aim to fix faults by the end of the next working day (up to 23:59 hours) unless the customer has elected for an appointment outside of this time.
Where BT fails to meet the repair timescales, customers may be entitled to claim under the Customer Service Compensation Scheme, if applicable (Section 49 (a) Business - Customer Service Compensation Scheme).
1.Sundays and Bank Holidays are not normal working days.
2.Working day for fault repair is up to 23:59 hours