When to contact us for help
Guide reference: HG-0096
Quote this reference if you contact us about this guide.
Approx. 3 min read
If self-help steps have not fixed the problem. Use Report a digital line fault when the line still fails after guides.
Don't worry about bothering us. Contact us when self-help guides did not fix the issue or you cannot complete online forms.
Quick answer
Use Report a digital line fault when the line still fails after guides. Use Contact us for billing and account help. Have symptoms and an alternative mobile number ready.
More detail
Many issues are solved at home with guides. Contact us when you are stuck or unsure.
Faults reported after 5pm may not be picked up by the network provider until 9am the next working day, but we still check your line as soon as we can.
If you were told your fault is waiting on Openreach repair planning, See My fault is waiting on Openreach for why that takes time.
Home2Phone and Home2Mobile call quality limits after self-help are usually local mobile signal, not a fixed line fault. See How Hybrid (Home2Phone) works and mobile service how it works.
Engineer visits may incur charges if the fault is with your equipment or wiring. We warn you before booking.
When to reach out
Try the matching Help and Guides fault article first, including cable checks and a safe restart.
If still broken, report a fault online with dial tone, ringing, inbound or outbound details, and an alternative mobile number.
Use Contact us for billing, moves, or password help.
Use Contact us if you cannot use online forms.
For emergencies requiring 999, use 999, not the website.
Keep reference numbers from any form submission and stay reachable on your mobile.
Common mistakes
- Calling about billing without bill to hand.
- Skipping fault guides then expecting instant engineer.
- Sharing passwords with anyone who calls claiming to be support.
Things to know
- Hub pages do not show phone CTAs; use website links.
- See My fault is waiting on Openreach if a fault is waiting on street work.
- See Helping report a fault if a carer contacts us for you.
- UK-based support on 30-day rolling contracts.
Frequently asked questions
Is there a phone number?
Existing customers have a support number on bills. Portal uses website forms.
24 hours?
Check Contact us page for current hours.
Account access for carer?
Still not working?
Use Contact us for general help, or Report a digital line fault if the line is still broken after self-help.