- QWhy can’t I make outgoing calls?
- A
- Have you checked that your bill has been paid? There may have
been some mistake or confusion, so if you need to pay please call
0800 953 0180.
- Did you forget that you set up call barring on your line? Then
contact Business Customer Services on 0800 953 0180 and we’ll lift
it.
No dial tone?
Try plugging another phone in the socket, leaving out any
splitter devices.
Still nothing?
Then use your mobile to call 0800 953 0180 and our team will do
their best to help you. We’ll get to the bottom of it in no
time.
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- QWhy can't I receive incoming calls?
- A
Start by checking if the bill has been paid: it’s surprisingly
common for mistakes and confusion to happen around bill
payment.
Of course, it could be that some of your equipment isn't
working. Try plugging the phone direct into the correct socket
without any splitters. Make sure that the power and the ringer are
both on.
Check whether you have Call Divert set up. If you do, cancel the
'divert' and re-test. (For instructions on how to cancel diverts
see the user guide for your geographical area). If the problem
continues, contact our Faults Team on 0800 953 0180 and we’ll get
it sorted.
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- QWhy is my line noisy?
- A
This could be a fault with your handset so try a different phone
in the same socket (without a splitter). If the second phone works
fine, it means the first handset is faulty. If it’s one of ours,
contact the Faults Team on 0800 953 0180. If not, ask your telecoms
supplier about alternatives.
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- QWhy can’t callers hear me when I speak?
- A
It’s worth starting with a check on the mute button: it could
have been switched on by accident.
If not, it could be your handset. Try plugging a different one
direct into the socket, leaving out the splitter. If it works, you
just need to replace the first handset. If it’s one of ours call
0800 953 0180 and we’ll gladly replace it.
If trying a different handset doesn’t work, call 0800 953
2800
from another line (or your mobile) and we’ll do our best to get you
connected.
None of these topics match your problem?
Then use another line and call us on 0800 953 0180.
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- QWhat do I do if I think I have a fault?
- A
We don’t want to put you to any unnecessary expense, so before
you call our fault line, please check your equipment. If it turns
out to be this which is causing the fault, we may charge you for
our engineers’ time if they’re called out.
If the fault is on your telephone line:
Remove any splitters from the main socket. Swap your handset
with a known working phone and plug the handset direct into the
phone socket.
Lift the receiver. Is there a dial tone? If not call our 24/7
fault desk on 0800 953 0180.
If there is a dial tone, try calling a known working line. If
you can dial out the fault may be with your equipment.
If the call doesn’t go though, call our 24/7 fault desk.
With the known working handset plugged direct in the socket,
test call the line. Again, if the line receives the call the fault
may be with your equipment. If not, please call our 24/7 fault
desk
If the fault is on a fax line:
Plug a known working telephone handset direct into the line,
leaving out any splitters. Try calling a line that you know is
working. If you can dial out and receive calls the fault may be
with your fax machine.
If the fault is on a line used for a PDQ machine, first make
sure that the PDQ device is the only equipment plugged direct into
the line. If it is and payments refuse to process, plug a known
working handset direct into the line and try to call out. If you
can’t dial out the fault may lie with your equipment or payment
authoriser. Our 24/7 fault desk will be glad to help on 0800 953
0180
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