Our performance FAQs

On this page you’ll find answers to FAQs about our performance. We’ve divided them up into five sections:

  • our copper service

  • the terminology in the copper stats

  • more information about the Openreach regions

  • improving our service

  • extra information.

After these you’ll find FAQs covering statistics about our business customers (Ethernet) service.

Statistics about our home and smaller business services

Where can I read stats about your copper and superfast fibre broadband services? How often do you update them?
Why are you publishing stats about your copper and fibre broadband services now?
What services are included in these stats?
What targets has Ofcom set for you?
How have these minimum service levels been set?
How do these service statistics relate to Ofcom’s minimum service levels?
What happens if you don't hit Ofcom's targets?
The terminology in the copper and fibre statistics

What is the difference between a "Wholesale voice line" and a "Fully unbundled line"?
What are the maintenance levels?
What's a tail?
What do you mean by "first available appointment date (FAD)”?
Is there a difference between business and home performance?
More information about the Openreach regions

What are the regions?
Why is service different from one region to another?
Why are only some measures shown by region?
Improving our service

Why do some repairs and installations get delayed?
How will showing people stats about your service help you to be better?
What are you doing to stop faults happening in the first place?
Why are some repair and installation jobs still outstanding more than 30/120 calendar days after you should have completed them?
Is superfast fibre broadband included in the performance information?
Extra information

I'm not happy with the service I got from you. Who can I contact?
Why can’t I speak to you directly to complain or organise for an engineer to come out to me?
Where can I find out more about the services you provide?
Why do some installations have minimum lead times?
What's changed in the regulatory environment?