Before we start, if your fault's on a multi-line, payphone, or ISDN line go straight to option 2 or 3 below…

  1. Report broadband, phone line, and email faults online.

    You'll follow the same steps as our call centre agents. Not only will you be able to report your fault swiftly and without the hassle of having to call us, you may even be able to fix it yourself. You can also use your smart phone to report a fault online. Choose from:

    It's simple to use:
    a. We'll ask you a series of questions to help us get to the root cause of the problem.

    b. We'll run some line tests in the background, we'll ask you to do a few things like unplugging stuff and rebooting equipment.

    c. If we haven't fixed the fault, we'll arrange for an engineer to go out (if it's a problem with our network), or, if the problem's with the equipment in your premises we'll give you some pointers about what to do next.

    The whole thing takes around 15 minutes, depending on the fault. For certain types of fault you may need to enter your account number.

  2. Take a look at our FAQs to see if you can fix it yourself

    We've got loads of FAQs about troubleshooting our products and services. It's often quicker and easier to follow our step-by-step guides than it is to call us.

  3. Contact us

    Who you need to contact depends on the type of problem you've got. Is it with your phone line, broadband, multi-line, payphone, ISDN, email, and so on …?

    1. Go to Help and contact.
    2. Choose the product or service you need help with.
    3. Click the Contact tab.
    4. Under 'Contact us about…' select the product or service you're contacting us about.
    5. Finally, choose the option which best fits your reason for getting in touch - 'Orders', 'Faults', 'Billing' etc.

    Why not chat online with our helpful support team? It's often quicker than calling. Try:


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