Phone and broadband problems
If you’re having problems with your phone or
broadband services that have just been installed in your new or an existing
home, or if you’re experiencing problems with your existing set up we’d like to
If you’ve just moved
into a new build home we’ve put together some advice for you.
In every other instance you should report the
problem you’re having to your service provider. They work alongside Openreach
and are best placed to run tests to diagnose and resolve your problem as
quickly as possible.
Before contacting your service provider, there are
a few checks you can perform yourself which might resolve the problem.
First – Check if there is a wider problem in your area
Use our Local Network Status Checker to quickly see if we already know about a problem in your area that might be affecting your phone or broadband service.
Second – Perform some basic checks on your equipment
Small network termination point
You may have a small network termination point on
the wall that will look similar to this.
In which case we’d recommend doing these checks.
Fibre network termination point
we’ve installed a fibre direct into your home you’ll have a fibre network
termination point and battery backup unit. In which case we’d recommend doing these checks.
Why can’t I contact Openreach directly for phone or broadband problems?
All of your details are held by your service provider. They provide your phone/broadband service and manage your account.
Don’t worry though. If your service provider believes the fault is on the Openreach network they’ll contact us and arrange an appointment on your behalf.
If you're not sure who your service provider is, check your telephone or broadband bill. It's possible you may have different providers for each service – phone, broadband and/or TV – so make sure you contact the right one.