At Comms Group, we buy line services on a wholesale basis from BT Openreach and have the same level of access to systems and support from BT Openreach as BT Retail. By understanding your needs we aim to provide better customer service than BT Retail. Because we have direct access to BT Openreach's systems we can allocate numbers, book installations, conduct site surveys and divert calls at the touch of a button giving you all the control and flexibility you need.

We understand the need for exceptional customer service and ensuring we respond rapidly and effectively to your needs. Telephone support is free. Our customer service centre is based in the UK and is staffed by highly knowledgeable and helpful professionals.

We understand the need for exceptional customer service and ensuring we respond rapidly and effectively to your needs. Telephone support is free. Our customer service centre is based in the UK and is staffed by highly knowledgeable and helpful professionals.

Site Assurance

Site Assurance option 1 enables End Users to have ISDN30 exchange calls re-routed to an alternative site should the normal site become unusable for any reason. Site Assurance option 1 is delivered using the existing ISDN 30e basic diversion services. This enables all incoming calls to an End User’s site to be diverted to a pre-arranged single number. This could be either a different site, which is to be used as a standby using a telephone number that exists, or a third party provider standby site where telephone numbers exist.

Prompt Care - Level 2

Prompt Care is the standard care level associated with ISDN30 lines and is included in the normal monthly ISDN30 rental price. The working hours for the Level 2 (Prompt Care) service are 8.00am to 5.00pm Monday to Saturday excluding Public and Bank Holidays. Faults may be reported 24 hours a day, 7 days a week (including UK Public / Bank Holidays). Where a fault is reported outside of the working hours for this service, the fault will be treated as if it has been reported at the beginning of the next working day. If the fault is not cleared during this period Comms Group will advise the Nominated Contact of the progress being made to clear the fault.

Total Care - Level 3

Total Care is a chargeable service and operates 24 hours a day, 7 days per week including Bank and Public Holidays. Comms Group will respond within 4 hours of receipt of a fault report. If the fault is not cleared during this period we will advise the Nominated Contact of the progress being made to clear the fault. Temporary Service Restoration (Call Diversion) is available, in circumstances where a fault is reported and the end-user is suffering from a “total loss of service”, if it is evident at the fault entry stage, that Openreach will be unable to restore service within the commitment time.

Please have the following to hand before contacting us.

1). The faulty line(s) number(s).

2). An alternative phone number we can contact you on.

3). Your company name.

4). The first line of your address.

5). Your postcode.

6). A phone number you would like your inbound calls to be diverted to pending your faulty BT network line being repaired.

7). The contact name and phone number of your equipment maintainer (if applicable).

8). A clear description of the nature of the fault. For example: intermittent, constant, inbound affected, outbound affected, both ways affected, all handsets and/or extensions are affected or just one, all lines affected or just one, no dial tone etc.