Home Phone Service Care Levels

We have reviewed our service care levels across our fixed line and broadband products. Following this review we have introduced a range of 4 Service Care Levels, they are clearly structured, consistent across our portfolio and provide a service guarantee.

Service Care Level Options

There are 4 Service Care Level options, depending on the service you take not all of them may be available.

Service Care Level One (SCL1)

Following a customer report, faults will be cleared within 6 hours. SCL1 operates on a 24 hours, 7 days a week, 365 days a year basis, and includes out of hours engineering attendance.

Service Care Level Two (SCL2)

Following a customer report, faults will be cleared by 1700hrs on the next working day. SCL2 operates between the hours of 0800hrs and 1800hrs Monday to Saturday, including Isle of Man Public Holidays. Out of hours engineering attendance is available upon request and charged in accordance with our Fees List.

Service Care Level Three (SCL3)

Following a customer report, faults will be cleared by 1700hrs two working days after the day reported. SCL3 operates between the hours of 0900hrs and 1700hrs Monday to Friday, excluding Isle of Man Public Holidays. Out of hours engineering attendance is available upon request and charged in accordance with our Fees List.

Service Care Level Four (SCL4)

Following a customer report, faults will be cleared by 0000hrs five working days after the day reported. SCL4 operates between the hours of 0900hrs and 1700hrs Monday to Friday, excluding Isle of Man Public Holidays. Out of hours engineering attendance is not available.

Minimum Terms

A 12 month minimum term applies to any new Service Care plan.

If things go wrong

Each Service Care Level has a guaranteed response and fault resolution time. This means that when you opt for an enhanced service level, or are happy with the entry level that comes with the service that we've supplied, if we are unable to resolve the issue you've reported you will be entitled to submit a claim.

You will be able to claim for the number of whole or part days that we are late repairing the service for each line covered by a service care level. The amount will be calculated on the daily equivalent cost of your monthly rental charge.

Claims will need to be submitted in writing within 30 days of the failure providing full details of the line affected. We will investigate the matter and respond accordingly. The value of any service credits will be applied to your phone account.

Claims should be sent to:

Customer Services
Manx Telecom Ltd
Isle of Man Business Park
Cooil Road
Braddan
Isle of Man
IM99 1HX

The default Standard Care Level, that is included in the monthly rental, is dependent on the chosen product. Higher Service Care Levels are available at an additional monthly charge, please see the table below for more details.

We aim to provide a continuous, high-quality service and will make every reasonable effort to meet contracted Service Care Levels. Where we fail to meet a contracted Service Care Level you are entitled to claim for a Service Credit.

Product	SCL 1	SCL 2	SCL 3	SCL 4
Basic Line Tariff (PSTN)	£26.28	£4.39	£1.46	Standard
Weekends Line Tariff (PSTN)	£26.28	£4.39	£1.46	Standard
Evenings & Weekends Line Tariff (PSTN)	£26.28	£4.39	Standard	Not available
Anytime Line Tariff (PSTN)	£26.28	£4.39	Standard	Not available
Copper Line Broadband	Not available	£3.71	Not available	Standard
Fibre Broadband	Not available	£13.00	Not available	Standard

All prices shown above are per month and include 20% VAT