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The Ultimate Guide: How to Report a BT Landline Fault

If you’re experiencing issues with your BT landline, it’s important to report the fault as soon as possible. A faulty landline can disrupt your communication and affect your daily life, so it’s crucial to take action promptly. In this ultimate guide, we will walk you through the steps of reporting a BT landline fault, ensuring that your issue gets resolved efficiently.

Identifying the Problem

When you encounter a problem with your BT landline, the first step is to identify the issue. Common problems include no dial tone, crackling or static on the line, calls dropping unexpectedly, or difficulty making outgoing calls. Take note of these symptoms and any other relevant details that can help the customer service representative understand your situation better.

Contacting BT Customer Support

Once you have identified the problem with your BT landline, it’s time to contact customer support. BT offers several channels for reporting faults, including phone, online chat, and email. The quickest way to get assistance is by calling their dedicated helpline at 0800 800 151 from another phone or mobile device.

When contacting BT customer support about a landline fault, be prepared to provide them with important information such as your account number and address. This will help them locate your account quickly and efficiently troubleshoot the problem.

Troubleshooting Steps

Before reporting a fault to BT customer support, it’s worth trying some basic troubleshooting steps yourself. This can help narrow down the cause of the issue and potentially resolve it without needing further assistance.

Start by checking all physical connections between your telephone line and devices such as phones or routers. Ensure that everything is securely plugged in and there are no loose cables or damaged connectors. If you have multiple phones connected through extension sockets or adapters, try disconnecting them one by one to see if the issue persists.

If the problem persists after checking the physical connections, try rebooting your BT Home Hub or router. Simply unplug the power cable, wait for a few seconds, and then plug it back in. This can often resolve temporary connectivity issues.

Escalating the Issue

If you have followed the troubleshooting steps and are still experiencing a fault with your BT landline, it’s time to escalate the issue. Contact BT customer support again and provide them with all the details of your previous troubleshooting attempts. They may ask you to perform additional tests or diagnostics to pinpoint the cause of the fault.

In some cases, BT may need to send an engineer to your premises to investigate and fix the issue. They will schedule an appointment at a convenient time for you. It’s important to be available during this appointment as failure to do so may result in delays in resolving your landline fault.

In conclusion, reporting a BT landline fault involves identifying the problem, contacting customer support, attempting basic troubleshooting steps, and escalating the issue if necessary. By following this ultimate guide, you can ensure that your landline fault gets reported and resolved efficiently, minimizing any inconvenience caused by communication disruptions.

This text was generated using a large language model, and select text has been reviewed and moderated for purposes such as readability.

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The best route to making your voice heard to BT

As the biggest internet provider in the UK, it's no surprise that there will always be some BT Broadband customers that will have some cause for complaints and require assistance from customer services.

And that's not a slight on BT. Like every other major company out there, it employs a whole department of staff to deal with these complaints and has processes in place to resolve them as satisfyingly as possible.

So what do you need to do if you become one of those people that needs to get the attention of BT customer services? That's what this guide's for. We'll help you quickly identify the correct numbers to call to get hold of somebody to help - whether that be to make a complaint or just ask a burning question to somebody in customer services.

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What ways can I make a complaint to BT?

Credit to BT, it offers a number of ways in which you can make a complaint to its customer support team:

• By phone - see below for numbers
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• By letter - BT Correspondence Centre, Providence Row, Durham DH98 1BT
• On Twitter - the handle is @bt_uk and it seems pretty responsive

Phone numbers to contact BT broadband customer services:

Rather confusingly, BT has several different customer service numbers that you can try in order to get through and resolve your issue or make a complaint. These are the three that we think will be most useful to access BT customer services.

BT broadband complaints

If it's simply a complaint that you wish to make, then these are the numbers you need:

0800-111-4567 from a landline

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+44-179-359-6931 from outside the UK

8am-8pm Mondays to Fridays; between 9am-6pm Saturdays and Sundays

BT broadband customer services

If it's not really a complaint you want to make, but are just looking for some advice or need to report a problem, then BT prefers you to call the following:

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+44-179-359-6931 outside the UK

Between 8am-9pm Mondays to Fridays; 9am-8pm Saturdays; 9am-6pm Sundays. The line is open 24/7 if you're in need of some kind of repair to your broadband service.

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When you signed up for BT Broadband , you should have been given a minimum download speed figure in your terms and conditions. That minimum speed is very important, as BT allows you to leave your contract without penalty if the internet you're getting is slower than expected and the company can't improve it within 30 days.

That's where the TechRadar broadband speed test comes in. Fire it up and you'll find out what your home broadband speeds are within mere seconds. If it comes up short compared to what BT promised, then it's time to drop them a line by one of the methods above.

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A quick scan of the Ts&Cs of your BT Broadband documents will show that there aren't many opportunities to outright cancel your broadband and move to another ISP outside of lethargic broadband speeds as described above. Or not, at least, without having to pay an early termination fee or the remainder of your contract. But a few examples are as follows:

- Cancel within 14 days: your statutory cooling off period means that you can ditch BT in the first fortnight without penalty.

- Price increase: unfortunately, this can be a fairly common one, with companies like BT deciding to increase their prices during the contract term. Usually, they will let you have details of how to escape the agreement without charge when they send notice of the price hike.

- Mis-sold deal: if you're convinced that the internet you've ended up with is significantly different to what you thought you were going to get, then you may be able to convince BT to nullify the contract.

- Bad BT customer service: this will be pretty rare, but you may feel that BT has significantly fallen short of the service they should offer. You'll need to go through a full complaint process before being able to break your contract this way.

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Adam was formerly the Content Director of Subscriptions and Services at Future, meaning that he oversaw many of the articles TechRadar produces about antivirus software , VPN , TV streaming, broadband and mobile phone contracts - from buying guides and deals news, to industry interest pieces and reviews. Adam has now dusted off his keyboard to write articles for the likes of TechRadar, T3 and Tom's Guide.

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• Broadband Faults

I think there's a fault with my broadband service

My broadband order has just been provided but it's not working. What do I need to do? If your broadband service has been provided but is not working, you should carry out all relevant CP and End User checks. If you have done this and the service is still not working, you can diagnose the fault using Knowledge Based Diagnostics (KBD). You can access KBD from My BT Wholesale. Go to My apps, and then  Faults & diagnostics . Select 20C Fault Diagnostics for 20C circuits and New KBD for 21CN and Fibre circuits.

I think I have a Broadband fault, what is the process? There are several tests to run if your end user is having trouble with their broadband service. Start with CP and end user checks to ensure there are no physical faults with the equipment or problems with the way the service is set up. If this doesn't reveal the cause of the issue, you'll need to run a Knowledge Based Diagnostics (KBD) test. Running KBD is intrusive and can affect your end user's service, so make sure you let them know when you're running it. Alternatively you can run a KBD Lite or non-intrusive diagnostic tests to confirm basic connectivity.

If you've carried out your CP and end user checks and have run a full KBD test, follow the recommendations accordingly.

To learn more about KBD and other diagnostic tools, take a look at the  KBD page in Help & Support .

What checks do I need to do before I raise a fault?

Before reporting a fault to BT Wholesale, you need to carry out your CP and end user checks and run a full Knowledge-Based Diagnostic (KBD) test.

Information on CP and End User checks can be found in the guide  End User Checks User Guide .

Faulting and Diagnostic Tools

What diagnostic/faults tools are available?

There are a number of tools available to diagnose problems with your broadband service. The Knowledge-Based Diagnostics test (KBD) will run a series of checks. This may affect your end user's service while it's running.

Other diagnostic tools will allow you to run stand-alone tests. Most of these tools are available in the My apps section of BT Wholesale Business Zone.

How do I get access to the faulting systems?

You can access the faulting systems in BT Wholesale Business Zone, in the "My apps" section. From here go to "Apps A-Z" and click "Show All" for a full list of applications and tools. Most applications accesses are managed via your company administrator using My Admin.

You'll need access to the Knowledge-Based Diagnostic tools or KBD (for 20CN IP Stream), New KBD (for WBC-EUA 21CN) and Eco Plus.

Details on how to expedite can be accessed via  Customer Services Plans (CSPs)

You can access the fast track links on btwholesale.com by going to:

My BTWholesale -> My Apps -> Quotes and Orders

Diagnosing a fault

How do I diagnose a fault?

There are several tests to run that will help you diagnose a fault and we request that you do this before contacting BT Wholesale. Start with CP and end user checks to ensure there are no faults with the equipment or problems with the way the service is set up.

If this doesn't reveal the cause of the issue, you'll need to run a Knowledge-Based Diagnostics (KBD) test. The KBD test can affect your end user's service, so make sure you let them know when you're running it.

After you complete CP and end user checks and have run a full KBD test, follow the recommendations accordingly.

To learn more about the KBD and other diagnostic tools, take a look at our online guide 

https://www.btwholesale.com/help-and-support/broadband/faults-and-diagnostics.html .

How do I interpret the KBD outcome?

A KBD test will usually reveal the cause of the problem and give a recommendation on what to do next.

See the KBD Best Practice guides  https://www.btwholesale.com/help-and-support/broadband/faults-and-diagnostics.html  to learn more about KBD outcomes.

KBD has returned a ‘No Fault Found’ result. What do I do?

A 'No Fault Found' test result is returned if the diagnostic tests fail to identify a fault within the BT network. After completing all CP, End User and KBD tests follow the KBD outcome recommendation. Refer to the KBD Best Practice for more guidance  https://www.btwholesale.com/help-and-support/broadband/faults-and-diagnostics.html

What is a MFL code?

During a KBD test, checks that may be carried out include a Copper Line test and/or SFBB Access tests. These tests check the 'Local Access Network' - the connection between the end user's premises and their local exchange.

An Main Fault Location (MFL) code identifies faults found on the end user’s line and indicates the location of the fault. You’ll usually receive an MFL code as the result of a KBD check if there is a line fault.

Some MFL codes require an engineer visit to the location. In some cases you may need to speak with the end user to make an appointment.

The following is a list of MFL codes, the fault location and whether the engineering task requires an appointment with the end user:

OK  - No fault was found when the test was performed.

CA  - Customer Apparatus. This usually indicates a fault with the end user's set-up or between the main telephone socket (NTE) and the distribution point (DP). An appointment may be made for an engineer to visit the end user's premises and investigate.

LN  - Line Fault. A fault was found between the Distribution Point (usually the first telephone pole) and the exchange. An engineer will investigate the issue between the DP and the exchange.

CE  - Customer Equipment. A fault has been found indicating that there might be an issue with the customer's equipment. An appointment will be made for an engineer to check the line from the end user's premises back to the serving exchange.

EX  - Exchange. A fault has been found within the serving exchange. An engineer will investigate the issue at the exchange.

FU  - Frames Unit. A fault has been found on the Main Distribution Frame (MDF) within the serving exchange. An engineer will investigate the issue on the frame.

DT  - Diagnostic Test. Diagnostic Test failed to run or returned an inconclusive result.

CO  - Cabinet Optical. An issue has been found in the serving cabinet (also known as the Primary Connection Point, or PCP). An engineer will visit the PCP to resolve.

How do I stabilise a circuit?

First, check all CP (Communication Provider) and End User checks confirm there aren’t any local environment setup or wiring issues potentially affecting the service.

A CP user can stabilise a circuit using the DLM Setting tool available from the My Apps section of  My BT Wholesale

You’ll find more help with this in our Self Service Repair and Self Service Repair Aide Memoire user guides which you’ll find on our  Broadband Faults and Diagnostics page .

Raising a fault

How do I raise a fault?

Please ensure you've carried out CP and end user checks and a full KBD test has been ran before contacting BT Wholesale.

The KBD test will advise what you should do next.

If the KBD outcome indicates a BT issue, you can raise a fault via Eco Plus (accessible via Business Zone) or your B2B/XML portal.  

What reference should I use to raise a fault?

The identifier you are required to diagnose and report a fault against depends on the type of service you use.

-  For IP Stream (20CN),  you can report against the Network ID (CBUK), Installation Telephone Number (DN) or Service ID (BBIP/FTIP).

-  For WBC-EUA (21CN),  you can report a fault against the BBEU or DN (Telephone Number).

Some stand-alone tools specifically require a Service ID (BBEU/BBIP/FTIP); these will tell you before you begin testing.

Major Service Outages (MSOs) and Network Outages

What is a Major Service Outage (MSO) and how does it affect my service?

An MSO is an incident in the BT network that may impact the broadband service. The impact on your service and the time taken to resolve can vary greatly depending on the situation.  

What is a Planned Network Change Notification (also known as a PNCN or PEW) and how does it affect my service?

Planned network change notifications are raised to inform you of planned engineering works. These form an important part of maintaining our network and may affect the broadband service while in progress.

Engineering Appointments and Tasks

What engineer tasks are there?

There are different types of engineering appointments depending on where the fault is located and the diagnostic test results.

The MFL code provided on a Copper Line Test will identify if a PSTN related engineering task is required.

Other engineering tasks include 'SFI' and 'REIN'.  

Special Faults Investigation (SFI):  An SFI engineer can only be appointed if all test results show that a fault hasn't been found on the line by the BT supplied diagnostic test tools (e.g. No Fault Found, Test OK or Right When Tested). The engineer will test from the end user's premises to the exchange. You’ll need to book an appointment for the engineer to go the the end 's premises and test. This will incur a charge if the issue is found with the end user or CP kit and setup.

Repetitive Electrical Impulse Noise (REIN):  A REIN engineer is a specialist engineer who investigates issues caused by electrical interference. They are appointed if an engineer has already attended an appointment and believes there might be electrical interference causing a problem with the end user's service.  This can be due to many different factors, from faulty electrical devices in the end user's premises to faulty equipment in neighbouring properties. This type of engineer is tasked at Openreach's discretion only.

What is an SFI appointment, when should I book one and how much does it cost?

A SFI (Special Fault Investigation) appointment can be made to task an engineer to go to your end user's premises and  test the network between the End Users main socket and the serving exchange.  

When do I need to book an engineer appointment?

Depending on the issue, a KBD diagnostic check may carry out a Copper Line test or SFBB Access test. These tests check the connection between the End User's premises and their local exchange. This is known as the 'Local Access Network'.

The result will advise if an engineer appointment is required.

You can book an SFI appointment if all results return a 'No Fault Found - Pass' outcome. Please note that SFI appointments may be chargeable.

How do I view the progress of an engineering appointment?

The latest update will be available via Eco Plus, accessible via Business Zone.

What is REIN?

REIN stands for Repetitive Electrical Impulse Noise. It's a type of electrical interference which can affect your broadband service. It can come from faulty electrical devices in the end user's building, or even neighbouring properties.

To learn more, please take a look at our  REIN guidance documentation .

How are REIN faults investigated?

REIN faults require a specialist REIN engineer to investigate and resolve. They will usually attend a location on the referral of a previous engineer visit, if it is considered likely that electrical interference is causing a problem. This type of engineer is tasked at Openreach's discretion only.

I've raised a Fault, what next?

How long should it take to fix a fault?

There are different guarantees depending on your broadband service level. Please see the relevant Customer Service Plan (CSP) for further details.

How do I check the progress of a fault?

You can check the progress of a fault via Eco Plus.

How often should I receive an update?

We will keep you updated on the fault as it progresses. Each update will also tell you when to expect the next, so you always know when it's coming.

There isn’t an update on my fault, what do I do?

If there is no update in Eco Plus you can contact us via the echat service, accessible via www.btwholesale.com.

Escalating a fault

For details of our escalation process, please refer to the relevant Broadband CSP.

Clearing a fault

How do I know if a fault has been cleared?

You can check if a fault has been cleared using Eco Plus, accessible via Business Zone.  

My fault has been cleared but there’s still a fault, what should I do?

First, carry out End User and CP checks. If the issue persists then carry out further diagnostics via KBD.

If you still believe there is a BT Wholesale fault, you can reject the clear via Eco Plus.

What is a ‘Welcome Back’?

A 'Welcome Back' is a notification that your fault has been cleared and that your service is back up and running. When you receive it, you should check with your end user that their service is fully functioning before accepting the notification, as doing so will close the fault ticket.

If there is still an issue with your service, you can reject the Welcome Back notification. Depending on the nature of the fault, you will either be provided with an opportunity to book an SFI engineering appointment, or the fault will be re-submitted to BT Wholesale for further investigation.

What happens if I don’t accept a Welcome Back?

If you don't accept or reject a Welcome Back notification, the fault will automatically close within five to ten working days.

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‎09-06-2021 13h58 - edited ‎09-06-2021 14h06

‎09-06-2021 14h08 - edited ‎09-06-2021 14h12

Re: BT Customer Service

on ‎09-06-2021 14h25

on ‎09-06-2021 14h29

‎09-06-2021 17h41 - edited ‎09-06-2021 17h46