Escalated Fault Procedure for Freeola Broadband Faults Freeola's Escalated Fault Procedure (EFP) is invoked when all other methods of diagnosis have been exhausted and it is felt that the fault needs to be reported for further testing by our technical partners and BT. Below is a breakdown of what you can expect from us and what we may ask of you during this procedure: • Freeola will pass details of your fault to our technical partners who will in turn enter the fault directly into BT Wholesale systems. • Freeola's support department supervisors will deal with your fault personally and will chase it at least once every working day while pushing hard for a resolution. We are 100% committed to resolving the fault and will not accept poor excuses or non-committed replies from our suppliers. • The support supervisors will endeavour to contact you once every working day with an update, normally during working hours. Even if there is no progress we will still attempt to call you. • During the resolution process BT Wholesale or our technical partners may request further testing or information from yourself. We will attempt to contact you with these requests. Once you are able to return to us with details of the testing we will pass those details back to BT Wholesale for the fault to continue progressing. Please be aware that if you do not reply within 5 days BT will automatically close the fault. • With the customers cooperation most faults are resolved within a few days. However, in the unlikely event that your fault is not resolved within 21 days it will be escalated for the personal attention of the Freeola Support Manager who will deal with your fault through to its resolution. • As soon as we receive notification that the fault is fixed, we will contact you for your confirmation that the fault is solved to your satisfaction. If you are not satisfied, we will continue with the process. Upon opening a fault with us, you will receive a copy of our policy by letter which will also include details of our: Complimentary backup Freeola Anytime Dial-up connection As part of our commitment to customer satisfaction, we provide every customer who has an open broadband fault with a complimentary Anytime connection until the fault is resolved. This connection can be used with a 56k dial-up modem and is completely free while your fault is open. You will only be able to dial the Anytime number from the same number as your broadband connection. When a fault is opened you will receive details of your backup connection in a letter, if you require this as a matter of urgency then please mention it to our staff and it can be set up for you immediately. For information on how to set up your backup connection on your computer please visit freeola.com/support/backup.