Our Customer Service department should be your first point of call if you are experiencing issues with your phone service on 0844 875 1940. From here you are able to make sure you are not affected by a service outage, get helpful advice on fixing the issue and also arrange to have your line tested.
How do I report an issue with my phone service?
You might be able to fix the issue yourself, see our the Common Faults section of our Landline Frequently Asked Questions.
After following the questions and answers you are unable to rectify the problem please call our dedicated 24/7 landline fault team 0844 875 1940.
What happens after I report a phone fault?
In some situations it may be necessary to investigate further by raising the issue to our network department or booking an engineer visit. In any case we will endeavor to contact you within 72 hours with a progress update.
Additional Care Levels:
|Bronze Care Level 1 (Domestic)||Free||
Standard with all domestic lines. Engineer assigned Mon - Fri, 8am - 6pm
|Silver Care Level 2 (Business)||Free||
Standard with all business lines. Engineer assigned Mon - Fri, 8am - 6pm
|Gold Care Level 3||£5.50 per month||Engineer assigned within 6 working hours of reporting thefault , 24/7|
|Platinum Care Level 4||£6.50 per month||Engineer assigned and fault repaired within 4 hours of reporting, 24/7|
Please note: If an engineer is sent to your property to investigate a phone or broadband related issue further you may incur a charge if the cause is found to be your own internal telephone wiring or other equipment within the boundaries of your property. The checks we ask you to do are there to minimise the chance of this happening so please make sure you carry them out fully.
Charges if found to be on your own equipment or the appointment is missed:
|Type of Fault||Charge (ex VAT)|
|Landline Fault (BT Area)||£130 min|
|Landline Fault (KC Area)||£195 min|
|Broadband Fault (BT Area)||£180|
|Broadband Fault (KC Area)||£195|
You could avoid all of these engineer visit charges with business line assurance for only £2.45 per month, per line. This way, whether the fault is found on your equipment or not, you will always know that no engineer charges will be incurred!