Quick checks first

These fix many faults straight away:

• Internet down or slow: turn your router off at the plug, wait 30 seconds and turn it back on. Give it a few minutes to reconnect. Check whether it's every device or just one.
• Desk phone not working: unplug it (or its power) for 30 seconds and plug it back in. Check whether other phones in the building work.
• Mobile: turn the phone off and on again, and check whether you have signal somewhere else. Try the SIM in another phone if you can.
• Power cut or building work: check the equipment has power and nothing has been unplugged.

Reporting it

1. Choose Support, then Report a fault or ask a question.
2. Pick which line it's about, or Not about a particular line.
3. Tell us what's happening, when it started, whether it's every device or just one, and what you've already tried.
4. Send to support.

We'll reply by email (or WhatsApp, if that's how you've asked to hear from us), and you can follow every update in Support.

Following it up

• Open the ticket to see where it is: Being worked on, With the network, or Waiting for you.
• If we're waiting for you, reply on the ticket so we can carry on. The Overview also shows any tickets waiting for your reply.
• When we've resolved it, we email you. Replying to that email reopens the ticket. The email may also ask you to score how we did, from 1 to 5.
• Once it's closed and you still need help, you can raise a new one.

For an urgent fault that stops you working, call us as well.