OCCTA Care questions, answered straight

Is OCCTA Care insurance?

No. Care is a support service. It gives you a UK help desk, setup help, faster swaps of faulty OCCTA kit and member prices on repairs you choose to pay for. It does not pay for, repair or replace your own devices if they break, are damaged, lost or stolen. If you want that, you'd need an insurance policy from an insurer, and you may already have some through your home insurance or bank account.

When do I pay?

Nothing is taken in your first 14 days. Your first payment is after the cooling-off period, on the 1st or 15th of the month (your choice), and we write to you at least 10 working days before.

How do I cancel?

However suits you: the Cancel button in My OCCTA, a call on 0800 260 6626, an email to hello@occta.co.uk, a letter, or a chat with Ollie. There's no exit fee and we confirm in writing the same working day.

Is it on my broadband bill?

No. Care has its own Direct Debit, with a reference starting OCCTA CARE-. Cancelling Care never touches your broadband, phone or SIM.

What if my OCCTA router stops working?

We replace faulty OCCTA equipment for every customer, Care or not. That's your legal right. With Care we send the replacement faster: within 3 working days on Essentials, the next working day on Plus.

How do repairs work?

Ask us for a quote from My OCCTA or by phone. Our repair partner gives you a fixed member price before any work. If you go ahead, you pay them for that repair. If you don't, nothing happens and nothing is charged.

Can someone help me manage it?

Yes. A carer, relative or someone with Power of Attorney can manage Care with you once you've told us. We can also send letters in large print or Braille.

What if I don't use it?

If you haven't used Care for 6 months, we'll ask if you still want it. Monthly members also get a reminder every 6 months showing what they've used, and how to cancel.

Something else? Call 0800 260 6626 or ask Ollie in the chat.