Broadband & Internet help

Phone line faults: general information 

• What are the ways to report a fault with my telephone line?
• Do I have to be registered with BT.com and logged in to my account to report a line fault online?
• Can I report a line fault if I don't know my account number?
• Can I report a line fault on another person's BT line?
• What information should I have to hand when I report a fault on my telephone line?
• Do I have to pay for a fault repair?
• When I call someone, his or her phone seems to ring but nobody answers. Could this be due to a fault?
• The number I'm calling is permanently engaged. Could this be due to a fault?
• When I call someone's number, a message tells me it's unavailable. Could this be due to a fault?
• My phone's working but there are noises/static on the line. Could this be due to a fault?
• My phone's working but my Internet connection isn't (or the reverse). Could this be due to a fault?
• I set up an Out of Service message. How do I stop it once the line has been repaired?

What are the ways to report a fault with my telephone line?

A lot of problems with BT lines can be resolved by a few simple tests. Save time and potential charges for an unnecessary engineers visit by going to Troubleshooting.

You can identify, fix, report and track faults online at the Repair Centre.

You can also report a fault by contacting us.

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

No, neither is required. But for security reasons you'll need your account numberto use the Call Diversion and the Out of Service message facilities available through online fault tracking and also to view the fault report number and any available details about the fault. You'll find your account numberat the top left-hand corner of your BT phone bill.

You can sign up to BT.com.

Can I report a line fault if I don't know my account number?

Yes. But, for security reasons, you won't be able to use the Call Diversion and the Out of Service message facilities available through online fault tracking. Nor will you be able to view the fault report number or any available details about the fault. You'll find your account numberat the top left-hand corner of your BT phone bill.

Can I report a fault on another person's BT line?

Yes. Please make sure when you report a fault on someone else's line that you have that person's phone number to hand.

What information should I have to hand when I report a fault on my telephone line?

You should have the phone number of the line that you're reporting and your BT account number, which you will find on the top left-hand corner of your phone bill.

Do I have to pay for a fault repair?

We can repair many line faults at the exchange or on the network. Others require a visit by a BT engineer. There is no charge for these repairs. We will only charge you when one of our engineers visits your property and finds that the fault could have been fixed by you. For example, if your phone is broken or has been left unplugged. Please see Troubleshooting.

When I call someone, his or her phone seems to ring but nobody answers. Could this be due to a fault?

Possibly. Assuming the problem is persistent and you've ruled out obvious reasons for their not answering, this could be due to a fault on your line or theirs. You should check your own line first by using the Line Check facility to ensure that it's working properly before reporting a fault on another person's line.

The number I'm calling is permanently engaged. Could this be due to a fault?

If you're reasonably certain that the party you're calling should be answering the phone then a line fault may be the cause. Check your own line first by using the Line Check facility to ensure that it's working properly before reporting a fault on another person's line.

When I call someone's number, a message tells me it's unavailable. Could this be due to a fault?

Possibly. If you're certain that you've dialled the number correctly, then a line fault may be the problem. Please check your own line first by using the Line Check facility to ensure that it's working properly before reporting a fault on another person's line.

My phone's working but there are noises/static on the line. Could this be due to a fault?

Yes. Please see My phone is working but there are noises/static on the line.

My phone's working but my Internet connection isn't (or the reverse). Could this be due to a fault?

Yes. Calls and the Internet make different demands on a phone line. A fault may stop one from working without affecting the other. If you're having problems with your broadband connection, however, you should visit our Broadband section for support.

I set up an Out of Service message. How do I stop it once the line has been repaired?

To turn off the Out of Service message, dial #21#.