Priority Repair

We always aim to keep our services running smoothly. However, when problems arise, we understand that some customers rely on their broadband connection more than others.

If you or someone in your household has a disability and a genuine need for urgent broadband repairs, you may qualify for our Priority Repair Service. This means that, where possible, we’ll prioritise fixing faults that affect your connection.

Please note that while we’ll do everything we can to restore your service quickly, some issues may be outside our control. For example, delays can occur due to extreme weather conditions or faults with another utility provider we depend on (such as your electricity supplier or Openreach). In these cases, our engineers may be delayed or temporarily unable to carry out repairs.

The information you share with us will be used to provide you with the help, support and services you need. Any information you give us will be treated in confidence and in accordance with data protection law and our Privacy Policy.

Download and complete the form below. This will need to be approved by a Doctor/hospital consultant and sent to our Customer Experience team.

Download the form here