Freeola's Escalated Fault Procedure

Welcome to the Freeola Internet customer support pages. This guide is designed to give advice on the fault procedure for Freeola accounts. For more internet help topics please visit our main Support Page.

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.

• 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.

• In some cases BT may offer to send a Customer Service Engineer (CSE) to your premises or telephone exchange to investigate the issue first-hand. This may be due to BT being able to see an issue externally on the line or due to them having exhausted all other methods of testing. All engineer appointments will be confirmed with the customer first and be at the time most suitable to them, pending availability. Please note: If an engineer is dispatched to your premises and the issue is found to be outside of BT's control (i.e. the customers wiring or equipment) a charge could be levied to the customer for the cost of the callout. This charge currently stands at £160 +VAT.

• 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 it's 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.