There’s a fault or problem with my phone or broadband service
You should always contact your communications provider, the company you get your phone or broadband from with any issues. They’ll check what the problem is and call us in if need be.
Find out more
I have an issue with an existing order or fault. Who should I contact?
You should contact your communications provider about any existing issues. They’ll check what’s happening with it and let you know.
I want an update on an order going via the infrastructure solutions customer service team
You can ask the infrastructure solutions customer service team for an update by calling them on 0800 783 2023 or you can contact them online.
I’ve booked an appointment for my business through my communications provider. Is there anything I need to do beforehand?
Yes. You’ll need to make sure there’s someone on site who can let the engineer in and knows what the visit’s about. You should give your communications provider their name and contact details. After the engineer’s left, make sure they confirm the work’s been done and that we’ve fixed the issue.
The address you have for me isn’t right, and you can’t take my order further until you have it. How can I fix this?
Your communications provider needs to raise this with us, so please contact them.
I’ve moved to a new development and I'm still waiting for service. What can I do?
Check our information about new-build homes.
I want to change my telephone route. Who can I contact about this?
We’re sorry, but we can’t reroute your service. We plan our routing carefully so once it’s in, we can’t change it.
If you’ve got a fault on your line, please contact your communications provider. They’ll check what the problem is and contact us if need be.
I’m unhappy with my broadband speed. What should I do?
Contact your communications provider. They’ll be able to give you advice on this and, if necessary, check if there’s a fault.
How can I check when fibre broadband will be available in my area?
Just type your postcode into our fibre checker. If that doesn’t help you can contact us online.