Broadband Standards of Service

Demon Business Broadband and Demon Premier Broadband are provided with Standards of Service.

A Service Credit regime is also part of the Standards of Service.

A Service Credit regime which is provided at no additional cost, provides an extra level of confidence for all of our Business and Premier Broadband customers, as it sets out exactly what minimum levels of performance customers can expect from their service.

The Standards of Service details that Demon endeavours to resolve any critical faults reported on the Network within a four-hour timeframe. Should any critical faults remain unresolved for longer than the Service Fix Times listed in the Standards of Service then the customer will be entitled to submit a claim for a service credit of £25, which will be applied to their broadband account. Some conditions apply as detailed below and more fully in the Standards of Service document. Demon also provides timescales for resolving critical faults on any third party network that may form part of the service. Again, should these timescales not be met, customers will be entitled to submit a claim for a service credit. To submit a credit request please email business.service@demon.net with the following information:

  • Account Number
  • Hostname
  • Name of contact
  • Fault Reference if known
  • Date Fault Logged
  • Date Fault Closed
  • Supporting Comments

Please note that by requesting this Service Credit you are accepting our current Terms & Conditions of service.

The full Standards of Service document can be found here

Standards of Service FAQs can be found here