Faults
We maintain a reliable network and often are able to put right
faults before they cause problems for our customers. However,
despite our best efforts, things do go wrong. When they do, we want
to know as quickly as possible so that we can put them right.
Faults within our fixed line network can be in either our
switching systems or in the wiring/cabling of the distribution
network. A switching system fault can usually be cleared in
minutes. However faults in the distribution network are often
caused by damage to underground cable and can take longer to
repair. Although such repairs are done as quickly as possible, a
difficult case may take several days to put right, particularly
during bad weather.
Where widespread breakdowns occur we will try to ensure
publicity is given via the local media.
Please see below for more information on:
How to identify and report faults
Faults with your telephone service could be linked to:-
- Our fixed line network
- A fault in the network of another operator / carrier
- Faults in the wiring in your premises
- A fault in the actual phone/equipment
Top of page
Simple initial check
If you have a plug-in socket and a second telephone, simply
unplug the suspect phone and replace it. If the difficulty
disappears a fault on your equipment is likely.
Fault Reporting
For help desk enquiries and to report faults on the fixed line
network please ring us on 624624 at any time.
- Our Service Centre can help by testing your line from the
exchange to your premises.
- If there is a fault on our network, we will repair it free of
charge.
- The normal telephone service contract does not offer a full
fault repair service after 5pm or at weekends.
Faults and help desk enquiries on our mobile and broadband
services should also be reported by ringing 624624
Top of page
Timescales
Our normal service is that most line faults are cleared within 2
working days after the day they are reported.
If you require a line fault to be cleared more quickly than 2
working days or outside our normal fault repair service hours, you
must specifically ask for this service, for which you will be
charged.
If your line is out of order for more than 2 working days after
being reported to the Service Centre, please phone us on 624624 and
a pro rata adjustment of line rental will be made to the next
bill.
Faults in our Wiring on your Premises
A visit will be required by one of our engineers. Should you wish
the visit to be on a particular morning or afternoon, we will
arrange this if possible.
Faults in the actual Phone/Equipment or your own wiring
If a fault appears to lie in equipment on your side of the Network
Termination Equipment:-
- If purchased from us, the initial guarantee is usually for a
year. After that you need to take out a separate maintenance
contract. We can provide details of approved repairers.
- If rented from us, maintenance is normally carried out within
the terms of the contract (please consult your contract). A charge
will be raised for damage caused to rented equipment which falls
outside of normal wear and tear.
If you arrange for one of our engineers to visit your premises
and the fault proves to be on equipment or wiring for which we have
no maintenance responsibility, our engineer will be unable to
assist you further and, in addition, we will charge you a call out
fee for the visit.
We are also not responsible if our side of the agreement cannot
be carried out because of things beyond our control, for example,
natural forces. Damage caused to equipment as a result of
electrical storms, for example, is not covered by warranties or
maintenance contracts.
Top of page
Chargeable Maintenance Visits
There are several sets of circumstances in which a visit by a
maintenance engineer can be expected and a charge raised. These
include:-
- Engineer called out and equipment is not covered under a
maintenance agreement, this includes your own telephones or wiring,
Sky digital box, Broadband filters, extension leads, doublers and
modems/routers
- Damage to equipment rented from us that is not caused by fair
wear and tear
- Where you have agreed a time for attendance of an engineer, and
upon arrival no access was available.
Top of page
Faults during a call
If a call keeps failing or you suspect there is a fault with the
line, please report the problem by calling us on 624624
Top of page