Help and Support

Tracking a fault

Already reported a fault with your landline or broadband?

Simply:

1. Go to Track a current fault.
2. Enter the telephone number or the fault reference number
3. Click View faults.

Your fault details should be shown with any action taken to fix it.

Need further help?

• Do I have to be registered with BT.com and logged in to my account to track a fault?
• I want to speak to someone about the fault. Who can I call?
• Can you divert my calls to another line while I'm waiting for the fault to be repaired?
• Can I view, change or cancel my engineers appointment?

Do I have to be registered with BT.com and logged in to my account to track a fault?

No, but for security reasons you won't be able to view the fault report number or any available details about the fault unless you are logged in to your account.

If you're not already signed up, you can register now.

I want to speak to someone about the fault. Who can I call?

Choose from the following:

• Broadband fault  
• Landline fault
• Mobile fault
• Other faults

Can you divert my calls to another line while I'm waiting for the fault to be repaired?

Yes, your calls can be diverted to another landline or mobile, free of charge. You can do this by logging into Your account

Our step-by-step guidecan help you do this.

Can I view, change or cancel my engineers appointment?

Yes, to change, view or cancel your appointment you'll need to log into Your account.

You'll find our step-by-step instructions on how to view, change or cancel the engineers appointment here.

If we haven't answered your question here, try our Help pages.