Why does the checker say no incident yet my neighbours and I are experiencing service difficulties?
The checker shows details of the larger breakdowns and incidents. It does not report all faults, even those affecting a group of customers. If you are experiencing service difficulties please contact your service provider.
How come my service seems OK when the checker says there is an incident?
The checker shows the details of major incidents in your telephone exchange area. That doesn’t mean all of the customers in that area will be affected. For example, in the case of a major cable breakdown your service can be running through other cables.
Can you tell me if my service is affected by the incident or fault in my area?
Our website gives updates on major faults which may or may not be affecting your service. If you are concerned as to whether the symptoms you are experiencing with your service are related to that fault, you need to check with your service provider who can test the specific services you buy from them.
Is the information up to date?
We do update our website regularly. Our completion dates are best estimates but occasionally jobs can take longer to complete, so please check back later.
Why has the estimated completion date changed?
Our dates are based on the best estimate and what we know about the incident at the time. Things can change as we work through the incident and occasionally jobs may take longer than planned.
Why is it taking so long to restore service?
Some jobs can take longer due the nature of work or because of access restrictions (e.g. road works). We can assure you that we always work to minimise disruption and delays.
You say you are working on an incident so why can’t I see any engineers?
It’s possible that engineers are working on the fault remotely. They may also be arranging access or supplies before working on site.
I can see lots of engineers have visited the site but little evidence of activity
Our network is very extensive and complicated and not all of it is above ground. Engineers can be working on the fault directly or remotely without it being visible to the public.
Why have there been a number of incidents in this area?
We continually invest in our network to prevent faults and damage. So it is unusual to have recurring incidents in an area. However, we do have a vast and very complicated network.
What are you doing to prevent these faults from happening?
We continually invest in our network to prevent faults but there are times when faults occur due to things like accidental damage, malicious damage, extreme weather etc. which are difficult to predict.
What are you doing to prevent cable theft?
We spend millions of pounds a year on enhancing network security and work with the relevant authorities including UK police forces, British Transport Police and other government agencies. We also have a task force that effectively assists in the prosecution of these thieves. They go out to every incident, collect forensic evidence and pass it on to the local police.
What should I do if I spot suspicious activity on the Openreach network?
Please do not to attempt to intervene personally. If you are able, get a vehicle registration number and call 999.
What should I do if I have information about cable theft or malicious damage?
Where do I get more information on the local network status checker?
If you have any queries about the local network status checker, use our online form to submit your questions. We will do our best to respond to your question within two working days. Please note: this enquiry point can’t respond to questions on individual faults or service problems. If you are experiencing a problem with your telephone or broadband please contact your service provider.
Chelsea exchange is closing, what does this mean for me?
We’re moving out of the
Chelsea telephone exchange by the end of June 2018 as the building
landlord isn’t renewing our lease. All lines currently served by the exchange
will be moved to the closest neighbouring telephone exchange in South
We’re working closely with
our Service Providers to make sure the transition is smooth with minimum
This change shouldn’t impact
standard telephone or fibre broadband services. However, people will see a
change in the speeds of their copper (ADSL) broadband service and we recommend
that these customers should consider upgrading to a fibre service.
Please get in touch with your
Service Provider (the company you pay your telephone / broadband bill to) for