- You report a landline fault to your communications provider, who arranges any Openreach repair; Openreach is wholesale-only and does not handle residential faults directly.
- Ofcom rules require providers to handle faults and, where eligible, to pay automatic compensation if repairs run beyond the set timescales.
- Under Ofcom's automatic compensation scheme, a fully repaired total loss of service that is not fixed after two full working days triggers daily compensation.
- Checking the test socket behind the NTE5 master socket faceplate before reporting helps establish whether the fault is on the network side or your internal wiring.
- As the UK migrates from the analogue PSTN to all-IP services, with Openreach's programme targeting 2027, some landlines now run over broadband, changing how faults present.
Report a landline fault to your provider, not Openreach. Have your account number and a clear description ready; your provider runs a line test and arranges any network repair.
Last reviewed: June 2026
Who to contact when your landline fails
The single most important point about reporting a landline fault is knowing who to call. For the overwhelming majority of UK customers, the answer is your communications provider, the company that bills you, and not Openreach. Openreach maintains the physical access network, but it operates on a wholesale basis and does not deal directly with residential customers for fault reports. Your provider is your contractual point of contact and is responsible under Ofcom rules for handling the fault.
When you contact your provider, they will typically run a remote line test before deciding what to do. If the test points to a fault on the network, the provider arranges for Openreach to attend or to fix the issue at the exchange or in the street. If the test suggests the problem is on your side of the master socket, they will tell you, because internal wiring is your responsibility and an unnecessary engineer visit can be chargeable.
This single-point-of-contact arrangement exists for good reason. You hold a contract only with your retail provider, so they are the party with a duty to you under Ofcom rules, and they are the ones who can credit your account, arrange engineers and pay any compensation. Trying to bypass them by approaching Openreach directly usually leads nowhere, because Openreach cannot identify you as one of its customers and has no contract with you. Keeping all contact through your provider also means there is one consistent record of the fault, which matters if a dispute or compensation claim arises later.
Check before you report
A few quick checks can save time and avoid a chargeable call-out. First, try a different telephone handset, since a faulty phone is a common cause of what looks like a line fault. Second, use the master socket test socket: unscrew the lower faceplate of the NTE5 and plug a phone directly into the socket behind it. This isolates all internal extension wiring.
If the line works at the test socket, the fault is in your internal wiring and you can resolve it yourself or with an independent engineer. If it still fails at the test socket, the fault is more likely on the network side, and you have clear evidence to give your provider. Where your landline now runs over broadband as part of the all-IP migration, also check that the router is powered and connected, since a broadband fault can present as a dead line.
What to have ready
Having the right information to hand makes the call quicker and helps your provider diagnose the fault. Before you contact them, gather your account number, the telephone number affected, and a clear description of the symptoms: no dial tone, crackle, inability to receive calls, or intermittent dropouts. Note when the fault started and whether it is constant or comes and goes.
It also helps to record the result of your test socket check and any other troubleshooting you have done, such as trying another handset. If you rely on the landline for a personal alarm, telecare device or other critical use, tell your provider, because providers are expected to prioritise vulnerable customers and those who depend on the line for safety. Keep a note of the fault reference number you are given, as you will need it for any follow-up or compensation claim.
The fault reporting steps at a glance
The table below summarises the typical sequence for reporting and resolving a landline fault.
| Step | Action | Purpose |
|---|---|---|
| 1 | Try another handset and the test socket | Rule out handset and internal wiring |
| 2 | Gather account number and fault details | Speed up the report |
| 3 | Contact your communications provider | Log the fault with the right party |
| 4 | Provider runs a line test | Locate the fault |
| 5 | Provider arranges Openreach if network-side | Repair the line |
| 6 | Note fault reference and repair timescale | Track progress and any compensation |
What happens after you report
Once the fault is logged, your provider gives you a fault reference and, usually, an estimated repair date. If the line test shows a network-side fault, the provider tasks Openreach to investigate, which may involve work at the exchange, in the street cabinet, or an engineer visit to the property. You may be asked to provide access if the fault is at or near the property boundary. Throughout, the provider remains your point of contact, even though the physical repair is carried out on the Openreach network.
Ofcom rules set expectations for how quickly faults are dealt with, and many of the largest providers participate in Ofcom's automatic compensation scheme. Under that scheme, a total loss of service that is not fully repaired after two full working days from the day after reporting triggers a daily compensation payment, applied automatically without you needing to ask. Keep your fault reference and the dates so you can check any payment is correct.
If the fault is not fixed in good time
If a repair drags on, contact your provider, quote your fault reference, and ask for an updated timescale and an explanation of the delay. Providers have a duty under Ofcom rules to resolve faults and to keep you informed. Where the provider is in the automatic compensation scheme and a qualifying delay occurs, compensation should be applied to your account automatically; if it is not, raise it directly.
If you remain dissatisfied after going through your provider's complaints process, you can escalate to an Ofcom-approved alternative dispute resolution scheme once you have a deadlock letter or eight weeks have passed. This independent route can review unresolved complaints about landline faults and the handling of them, and its decision is binding on the provider.
Throughout any extended fault, keep a clear written log: the date and time you first reported the problem, every fault reference issued, the names or reference numbers of agents you speak to, the repair dates promised, and the date service is actually restored. This record is the single most useful thing you can have if you need to claim compensation or escalate a complaint. It turns a vague dispute into a documented timeline that the provider, and if necessary an independent adjudicator, can check against the scheme's qualifying conditions.
Frequently Asked Questions
Who do I report a landline fault to?
Report it to your communications provider, the company that bills you, not to Openreach. Openreach maintains the network but operates wholesale and does not handle residential faults directly. Your provider runs a line test, locates the fault, and arranges any Openreach repair on your behalf as your single point of contact.
Can I contact Openreach directly about a fault?
Generally no, because Openreach is a wholesale-only access network operator and does not deal directly with residential customers for fault reports. The correct route is through your retail provider, who instructs Openreach where the fault sits on the network. Going through your provider also ensures any compensation and repair tracking is handled properly.
What information do I need to report a landline fault?
Have your account number, the affected telephone number, and a clear description of the symptoms, such as no dial tone or crackling. Note when the fault started and whether it is constant or intermittent, plus the result of your test socket check. Mention any reliance on a telecare or personal alarm so the provider can prioritise appropriately.
How long should a landline fault take to fix?
Timescales vary with the nature and location of the fault, but Ofcom rules set expectations and underpin the automatic compensation scheme. Under that scheme, a total loss of service not fully repaired after two full working days from the day after reporting triggers daily compensation. Your provider should give you an estimated repair date when you report.
What if my ISP does not fix the fault within a reasonable time?
Contact your provider, quote your fault reference, and ask for an updated timescale and the reason for delay. If the provider is in Ofcom's automatic compensation scheme, qualifying delays should be paid automatically. If the complaint stays unresolved, you can escalate to an Ofcom-approved alternative dispute resolution scheme after a deadlock letter or eight weeks.
