Helping report a fault
Guide reference: HG-0109
Quote this reference if you contact us about this guide.
Approx. 2 min read
Support someone through fault reporting. W
Don't worry when their phone fails. Calm step-by-step help through our guides avoids unnecessary panic.
Quick answer
Work through no dial tone or the matching guide together, note light colours and symptoms, then submit the online fault form with an alternative mobile number for callbacks.
More detail
Stay patient on the phone or visit if they are anxious without service.
Write down what you tried and whether they have dial tone, ringing, inbound or outbound faults, noise, or cut-offs.
Keep their mobile charged. We use an alternative number to book engineers if needed.
Support through a fault
Ask what they hear: silence, beeps, engaged tone, or disconnected message.
Open the matching guide such as no dial tone or check your cables and sockets.
Do cable, extension lead removal, and safe reboot steps with them.
If they hear engaged tone, restart cordless base stations and re-seat each handset on its base.
Write broadband light colour and whether Phone1 is plugged in correctly.
Note dial tone, ringing, inbound or outbound, noise, and one-way audio for the form.
Submit the online fault form at www.simpletelecoms.co.uk with permission and an alternative mobile number.
Tell their care alarm provider in parallel if they use a pendant alarm.
Common mistakes
- Reporting before trying reboot when guide requires it.
- Factory reset box and wiping settings.
- Leaving them without a mobile if home line fails.
Things to know
- See Report a fault online for form link.
- See My fault is waiting on Openreach if told the fault is waiting on street work.
- See When to contact us for help if form is hard to use.
- Care alarm provider needs parallel notice.
Frequently asked questions
Can I report without them?
Yes with permission and correct account details.
Engineer visit?
We say if needed after form review.
They live far away?
Video call while they follow steps; local friend can help reboot.
Still not working?
If self-help fails, report a fault online on their behalf with their permission and account number.