| Service | Service level |
| Provisioning targets (Fulfil) rejection | 4 working hours |
| Request acknowledgement | 4 working hours |
| Notification of expected service provider | 6 hours of deemed acceptance |
| Confirmation of completion | 4 working hours after service request completed |
| Faults Targets (Assure) fault report receipt acknowledgement | within half a fault restoration hour |
| Notification of expected restoration time | within 8 hours of the fault being reported |
| Meet expected fault restoration time service provider SLA | 48 hours max downtime (enhanced levels available) |
| Billing targets | 1 working day from when request is closed |
| Available reporting UFB SLA report (CFH and service provider) |
We’ve Boosted! What this means for you
From 16 June 2025, we’ve upgraded our Home Fibre plans. These changes are now live, but while some documents on this site may still reference the old plan names, rest assured, the new speeds apply. Find out more.
Feedback