Troubleshooting problems with your phone line or broadband service

Our technical support teams are available to answer any questions you may have, whether they relate to setting up a new service or troubleshooting an existing one. However, we also have a way you can report and potentially fix broadband and phone line problems online at the Repair Centre.

The online Repair Centre asks the same questions you'd be asked if you contacted us and involves no wait time; you don't even need to pick up the phone.

How it works

Whether your problem's to do with broadband or your phone, we follow the same basic principle: we'll try to narrow down the possibilities until we find the most likely cause.

Is the problem down to your equipment or the network? We'll start by checking if there are any major network problems in your area, then through a series of questions we'll try to get to the bottom of the issue.

We'll ask you to do some things like unplugging equipment, rebooting routers or devices, using Ethernet cables, trying different equipment, and so on.

And we'll run some line tests. Some of these you'll see happening, some you won't. We might ask you to run a test yourself from a different website. You'll need to follow the instructions carefully, or you won't get an accurate result and we won't be able to fix your fault easily. You'll also need to be patient; some of these tests can take a few minutes to complete.

When we've narrowed it down as far as we can, we'll arrange for an engineer to go out if it looks like the faults in our network. Or, if we think it's your equipment that's causing the problem, we'll give you some advice on how to fix it.

There are four basic steps -

  1. We'll check if there's a general problem in your area that could be affecting your service
  2. We'll ask you a series of questions to help us get to the root cause of the problem
  3. We'll run some line tests in the background, we'll ask you to do a few things like unplugging stuff and rebooting equipment, and we might ask you to run a line test yourself
  4. 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 your equipment we'll give you some pointers about what to do next

Of course, to do this properly might take a few minutes so please be patient while we run the line tests; like you'd need to do if you had called us.


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