Please report your fault to us online using the form below.
Please note: If you are experiencing a line fault and are on Openreach Standard Service Levels 1 or 2, your fault will be investigated within the next 24 hours, excluding Sunday’s, Public & Bank Holidays. Should your lines be on Service Levels 3 or 4 please refer to our notes below for faster response lead times.
Please note: If you have a service effecting issue with your phone lines or broadband, and ONLY in the event that an Openreach or Talk Talk engineer comes to your site, as they cannot see a fault when at the local exchange, you could be charged a time related visit charge (£125 + vat) if the fault is proven to be with your own equipment or wiring and not with the network.
Information on Service Levels provided by Openreach
Service Level 1 (Basic Lines Only)
EONWD+1: End of Next Working Day plus an additional Working Day, Monday to Friday excluding Public and Bank Holidays. For example, report Tuesday, clear Thursday
Service Level 2 (FREE)
EONWD: End of Next Working Day, Monday to Saturday excluding Public and Bank Holidays. For example, report Tuesday, clear Wednesday.
Service Level 3 (£5 per month)
EONHWD: End of Next Half Working Day, Monday to Sunday including Public Holidays. For example, report 13.00, clear by 23.59 the same day. Report after 13.00 clear by 12.59 the next day. Please note engineers only work 0700 hrs to 2100 hrs.
Service Level 4 (£6 per month)
Clear within 6 hours, any time of day, any day of the year