In order to get your service back up and running as quickly as possible you’ll need to do some checks to make sure the fault isn’t with your own equipment.

The checks can be found in the link below and you may wish to save it so that you’ll have them in future if there’s a fault.

 PDF file: talk Guidance on Telephone Faults (524KB)

When a fault occurs it can be with your own equipment or wiring which is your own responsibility to maintain. If we send out an engineer to your property and the fault's not with our equipment, you could be charged for the visit.

Once you’ve completed the checks or if you are having difficulty carrying out the checks and if there is still a fault, contact us on 0800 048 2394^*.

We offer a call barring service for premium rate numbers, as well as a number of other features. If you’re anxious about the amount of premium rate numbers called from your phone, we offer a call barring service to block calls to 0900-0909 numbers. If you want to use this service, or find out about other services we can offer, visit our call features page or call our Customer Services team on 0800 048 2394^*.

PhonepayPlus is an industry funded regulatory body for all premium-rate charged telecommunications services. So if you find an unexpected Premium Rate number on your bill, you can contact PhonepayPlus to find out who they are.

Please note that PhonepayPlus do not deal with the charging of calls so cannot answer queries about costs.

Phone:     0800 500 212
Website:  http://www.phonepayplus.org.uk/ 

If you'd rather not get any unsolicited telemarketing calls, register online with the Telephone Preference Service at www.tpsonline.org.uk or call 0845 070 0707. They also offer a service to help with marketing faxes too, called the Fax Preference Service, at www.fpsonline.org.uk or call 0845 070 0702.

If you're unhappy with any service or contract you have with us, the first thing to do is let us know. Please phone us on:

0800 294 4720^* - our talk service
0800 294 4721^* - our broadband service

If you tell us you are not happy with the way we dealt with your enquiry or delivered a service, we'll do our best to sort things out immediately. If we cannot do this, we'll keep you informed about how long we expect to take to sort the matter out for you.

If you're still not satisfied, please ask to speak to a manager.

You'll get the same high level of attention if you prefer to get in touch by letter. Write to us explaining why you are unhappy and we'll do our best to reply to you within 10 working days of getting your letter. Here's the address:

talk/Broadband customer service
PO Box 360
Portsmouth
PO6 2YJ

We carefully monitor complaints so that we can avoid making the same mistakes again. If something does go wrong, we want you to tell us. Then we can put it right and make sure the same thing doesn't happen to someone else.

 PDF file: talk and broadband our customer complaints code (22KB) 

You can refer the matter to the Office of the Telecommunications Ombudsman (Otelo) if you are still unhappy eight weeks after you have given us the chance to sort out your complaint,

We may agree with you earlier than this that you can refer your complaint to Otelo, if we cannot sort the matter out for you. In this case, we would issue a “deadlock letter”, which allows Otelo to look at your complaint earlier than eight weeks after you have raised it with us.

Their contact details are:

Post:
Otelo
PO Box 730
Warrington
WA4 6WU

Phone: 0330 440 1614
Textphone: 0330 440 1600
Fax: 0330 440 1615
Email: enquiries@otelo.org.uk
Website: www.otelo.org.uk 

 PDF file: talk and broadband our customer complaints code (22KB)