How can we help?
How to trouble shoot and report a line fault
Before you do anything else, run through the checks listed below.
If we raise a fault to our suppliers and they find that it’s caused by your equipment or wiring then you’ll be charged for the callout and repair time. Obviously we don’t want that to happen! Charges may also apply in cases with of damaged external wiring – e.g. the wire from the telegraph pole to your building, or any underground cabling within your property boundaries.
There’ll be no charge if the fault lies with the line outside your property or in the Telephone Exchange.
Basic Checks for ALL telephone faults
Are you using a cordless phone?
Check your microfilters and broadband setup:
Master Telephone Test Socket:
Unplug everything from your line (including broadband, TV equipment and all microfilters) and connect a working corded telephone to the master test socket by removing the front panel as pictured above, for a full video guide on the process click here. Is the problem still apparent?
If this fixes the problem: Either your extension wiring or something connected to your line is causing the problem. Find out which by checking after plugging each piece of equipment back in. Try replacing your microfilter(s) if you can’t find the culprit.
If the problem continues: have a look at the options below to see which option best suits your challenge.
Possible Types of telephone faults
No dial tone/dead line:
Make sure you’ve done all the Basic Checks mentioned in 1. Basic Checks for ALL telephone faults. If you’re still having problems, contact our Support Team either by calling us on 01403 216134 or email us at email@example.com
Poor line quality (noisy/faint line):
Problems making calls:
Problems with ringing and ring tone:
Caller Display isn’t working:
My Problem isn’t listed here:
Why isn’t my broadband working?
Broadband is supplied over your telephone line, so it needs the line to be working properly. Subsequently, it’s very common for telephone faults to cause problems with broadband service. You may see slow speeds or you might not be able to connect at all. In nearly all cases, once the telephone line is fixed the broadband will be too. Connection problems tend to clear up immediately, with slow speeds it’ll be a few days before your speed gets back to normal.