Local network status checker

How to check if there’s a problem with your local network

Type your postcode into the box below. The tool will tell you if there’s a problem in your area along with what’s caused it, when it was reported to us and an indication of when we should have it fixed.

We only show major incidents here. But sometimes problems are caused by smaller faults. So if the tool doesn’t show any problems but things still aren’t working properly, you should contact your communications provider, the company you get your phone or broadband from.

Check your postcode

Please note: The checker will only show major incidents and sometimes service issues are caused by smaller faults. Whether the checker shows a major incident or not, if you’re having any problems with your telephone or broadband service, you should contact your service provider.

I want to talk to you about...

Your network checker says there's nothing wrong, but my neighbours and I are still having trouble with our service. Why?

The checker only shows details of large breakdowns and incidents. It doesn’t show all faults, even those affecting a group of customers. So if you don’t see any problems listed but you’re still having trouble, contact your communications provider.

How come my service seems OK when the checker says there is an incident?

The checker shows details of major incidents in your exchange area. But that doesn’t mean everyone in that area will be affected. For example, there might be a problem with a cable in your area which would show up on the checker – but if your service runs through other cables then everything at your end will still be working fine.

Can you tell me if my service is affected by an incident or fault in my area?

We can only tell you about major faults through our checker. They may or may not affect your service. If you’re not sure if the problems you’re having are down to a major fault or something else, contact the company you get your phone or broadband from and they’ll check.

Is the information on the checker up to date?

We update our website regularly. The dates we list for completing repairs are estimates though – occasionally jobs can take longer to finish that we originally thought – so it’s worth checking back in case things change.

Why have you changed the estimated date for a repair?

We base our dates on our best estimate and what we know about an incident at the time. But sometimes things change as we work on a repair, so jobs might take longer than we originally aniticipated.

Why is it taking so long to restore my service?

Some jobs take longer because they’re more complicated. Or we might have problems with access (for example, road works). We’ll do  our best to get everything running smoothly again, as quickly as we can.

You say you are working on an incident so why can’t I see any engineers. Where are they?

It’s possible that our engineers are working on the fault remotely, for example at the local exchange. Or they might be arranging access or supplies before coming to the site.

I've visited the site and although I can see lots of engineers they don't seem to be doing much. What's happening?

Our network is large and complicated, and not all of it’s above ground. So even though you can’t see our engineers working, it may well be that they’re doing it remotely, or somewhere that isn’t visible.

Why have there been a number of incidents in the area?

We continually invest in our network to prevent faults and damage. So it is unusual to have recurring incidents in an area. However, we do have a vast and very complicated network.

What are you doing to stop faults from happening in the first place?

We’re always investing in our network to stop faults. But sometimes they happen because of things beyond our control – we’re constantly working on ways to protect and secure our network to prevent faults caused by accidental or malicious damage or bad weather. When these do happen we’ll always try to get things fixed as quickly as we can.

What are you doing to stop people stealing cables?

We spend millions of pounds a year on security to stop this. We also work with authorities including the police, British Transport Police and other government agencies. And we have our own taskforce that helps prosecute people who steal our equipment. They go out to every incident and collect evidence which they pass on to the local police.

What should I do if I spot something that looks suspicious on your network?

Please call 999 and report it to the police. If there’s a car or van involved, it would be great if you can get the registration. Don’t try to stop them though – you might get hurt.

What should I do if I know something about cable theft or malicious damage?

You can report this to Crimestoppers on 0800 555 111 (you don’t have to give them your name).

Where do I get more information on the local network status checker?

You can ask us your question. We’ll do our best to get back to you within two working days. We can’t answer questions about individual faults or problems with your service though – you’ll need to get in touch with your communications provider for that.

I live near Chelsea exchange and I hear that it's closing. What does this mean for me?

We’re moving out of the Chelsea exchange at the end of June 2018, because the building’s landlord isn’t renewing our lease. We’re moving all the lines served by this exchange to the closest exchange which is in South Kensington. This shouldn’t have any effect on phone or fibre broadband services. But if you have a copper (ADSL) broadband service, then you might notice your speeds drop. You might want to think about upgrading to a fibre service to address any issues with speed. If you’d like to do that, get in touch with the communications provider you get your broadband from for more information.