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FAQs

I've reported a fault. Now what?
How do I check what's being done about my fault?
Do I have to be registered with BT.com and logged in to my account to track a fault?
Can I check the progress of a fault on another person's BT line?
Can you divert my calls to another line while I'm waiting for the fault to be repaired?
Can I let callers know I have a fault and that it's being repaired?
How can I receive alerts to let me know when the fault has been repaired?
How long should I expect a repair to take?
Do I have to pay for an engineer visit?
I don't want to pay for an engineer to visit my property. Is there anything else I can try?
Why might you need access to my property to fix the fault?
How do I change / cancel the engineer appointment that I booked?
What's an open fault?
You said you'd respond by a certain date and I haven't heard back. What should I do?
How do I check what's being done about my fault?

You can track a fault that you've reported online. This will show you the details of the fault and keep you informed about the progress of the repair.

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Do I have to be registered with BT.com and logged in to my account to track a fault?

No, neither is required. But for security reasons you won't be able to view the fault report number or any available details about the fault.No, neither is required. But for security reasons you won't be able to view the fault report number or any available details about the fault.

You can sign up to BT.com here.

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Can I check the progress of a fault on another person's BT line?

Yes. You can track a fault online, as long as you know the phone number of the line that you want to check.

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Can you divert my calls to another line while I'm waiting for the fault to be repaired?

To keep you connected, we can divert your calls to another landline or mobile, free of charge. This can easily be done online or by calling:

Residential customers call:

For free on a BT line 151 For free on a non-BT line 0800 800 151 From a mobile 800 800 151 (there may be a charge)

Business customers call:

For free on a BT line 154 For free on a non-BT line 0800 800 154 From a mobile 800 800 154 (there may be a charge)
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Can I let callers know I have a fault and that it's being repaired?

Yes. If you include your account number when you first report the fault, you can arrange to have a recorded message tell callers there's a fault on the line.

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How can I receive alerts to let me know when the fault has been repaired?

You can set up a text message alert, or arrange for an email notification once the fault has been repaired.

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How long should I expect a repair to take?

Most repairs can be carried out remotely and the problem solved within a few hours. If it's necessary for an engineer to visit your property, you'll have to make an appointment and this will take longer.

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Do I have to pay for an engineer visit?

Do I have to pay for an engineer visit? For most engineer visits, there is no charge. The call out charge does not apply if the engineer is already visiting the premises to carry out other work. However, there may be a charge if it's something you can fix yourself. So please check your own connections and equipment carefully before arranging a visit by an engineer. When charges do apply, they are: £99.00 plus VAT, (£113.85 inc VAT), call-out charge, then £85.00 an hour (or part of) plus VAT, (£97.75 inc VAT). This is a total of £184.00 plus VAT, (£211.60 inc VAT), for each minimum visit period, which is an hour.

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I don't want to pay for an engineer to visit my property. Is there anything else I can try?

Check your phone set-up and connections. You might be able to fix the fault yourself. If you're certain it isn't a problem with your phone and you can't fix it yourself, then you won't have to pay for a BT engineer visit.

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Why might you need access to my property to fix the fault?

The fault may be with the BT wiring, connections or sockets inside your property.

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How do I change / cancel the engineer appointment that I booked?

You can do this by calling:

Residential customers call:

For free on a BT line 151
For free on a non-BT line 0800 800 151
From a mobile 800 800 151 (there may be a charge)

Business customers call:

For free on a BT line 154
For free on a non-BT line 0800 800 154
From a mobile 800 800 154 (there may be a charge)
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What's an ‘open fault’?

An open fault is one that's been reported. A fault will stay open for 7 days after it's been fixed or until the person who reported it has notified us that they're satisfied with the repair.

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You said you'd respond by a certain date and I haven't heard back. What should I do?

If you haven't heard back from us within 24 hours of the response time that we gave you, please contact us directly:

Residential customers call:

For free on a BT line 151
For free on a non-BT line 0800 800 151
From a mobile 800 800 151 (there may be a charge)

Business customers call:

For free on a BT line 154
For free on a non-BT line 0800 800 154
From a mobile 800 800 154 (there may be a charge)
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