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How to report a fault

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

If you suspect you've got a fault with anything else, there are three things you can do:

  1. Report broadband, phone line, and email faults online at our Repair Centre.

    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'll follow the same steps as our call centre agents:

    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 …?

    Just follow the links from our Contact us page to find the right contact for you.

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Follow the same steps online as our call centre agents:

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