Help and Support

How can I report a landline fault online?

Just go to the Repair Centre.

Simply, click report a phone line fault, enter the phone number of the line you're having a problem with and follow the on-screen instructions. We'll then run checks on your line and if we find a problem, your fault will be reported.

We can only check your line if you're not using it, so you'll need to use a PC which is connected to a different line to report your fault.

You won't be able to use online fault reporting if:

• Your fault's on a multi-line or Payphone line, so contact us.
• Your fault's on a Featureline, so contact us.
• Your fault's on an ISDN line, so contact us.
• You're using the line you're trying to report the fault on and you haven't got another line to run the checks on, so contact us.

If you've already reported a fault, you can track the fault online.

If you're already registered on BT.com, you can report and track faults by logging into Your account.

Once you're logged in, just select Faults from the top menu and:

• To report a fault:

1. Select Check my line now.
2. All the telephone numbers linked to your profile will show.
3. Select the phone number you want to report a fault on or enter another number.
4. Then follow the on-screen instructions.

• To track a fault:

1. In track a current fault, enter the phone number or fault reference number.
2. Click view faults.

If we haven't been able to find a fault, try Troubleshooting.

If you think there's still a fault and want to book an appointment for an engineer to visit, simply get in touch by clicking on the links chat online or call in our contact us page.