Use this guide when your home broadband or landline stops working, an engineer fails to turn up, or a new connection is not started on the agreed date. Have your account number, the date the problem began and any engineer appointment details ready.
Step by step
Report the fault and get a reference
Report the fault to your provider as soon as you notice it, by phone, chat or app, and write down the date, time and fault reference number. Compensation for delayed repairs is usually counted from when you report the problem, not from when it started, so do not wait. Ask the adviser: 'Can you confirm the fault is logged, the expected repair date, and that I am covered by automatic compensation?'
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