- A total loss of landline service is reported to your own provider, not directly to Openreach, because Openreach maintains the network on the provider's behalf.
- Under Ofcom's Automatic Compensation scheme, a signatory provider pays a fixed daily amount if a total loss of service is not repaired within two full working days of being reported.
- A missed engineer appointment under the same Ofcom scheme attracts a separate fixed payment.
- As the PSTN switch-off progresses, traditional analogue phone lines are being migrated to all-IP voice services, with Openreach's published programme completing the migration in 2027.
- Digital voice services depend on power and broadband at the property, so they do not work in a power cut unless a battery backup unit is in place.
Check whether neighbours are affected to see if the outage is wider than your line, report the fault to your provider for a reference number, and claim Ofcom automatic compensation if a signatory provider does not fix a total loss within two working days.
Last reviewed: June 2026
Is it your line or a wider outage?
The first useful step when a landline goes dead is to work out how widespread the problem is, because that shapes both the likely cause and how quickly it gets fixed. A fault confined to your own property tends to point at internal wiring, the master socket, or a single broken connection on the line into your home. A fault affecting several houses on the same street usually indicates damage further back in the network, such as a problem at the local cabinet, a cut underground cable, or storm damage to overhead lines. A quick word with a neighbour who uses the same network is often the fastest diagnostic available.
You can also narrow it down at the property itself. If you still have an analogue line, plugging a known working phone directly into the master socket, with the lower faceplate removed where the socket has a test point, separates an internal wiring fault from a network fault. If you have already migrated to a digital voice service, a dead phone often reflects a broadband outage or a power cut rather than a traditional line fault, so checking the router and the power supply comes first. Distinguishing these cases before you call saves time on the phone and helps the provider direct the repair.
How to report a landline outage
Faults are reported to the provider you pay, not to Openreach directly. Openreach builds and maintains the physical network, but it works on instructions from the retail provider that holds your account, so the provider is the right first point of contact even when the underlying fault is on Openreach infrastructure. When you call or use the provider's app or website, give the time you first noticed the loss, describe what you have already checked, and ask for a fault reference number. That reference matters because the compensation clock under Ofcom's scheme runs from when the loss is reported.
Ask the provider for an expected repair date and whether an engineer visit is needed. If a visit is arranged, note the appointment slot, because a missed appointment carries its own compensation under the automatic scheme. Keep a short dated log of every contact. If the provider can see a known wider outage on its systems, it should tell you, and in that case the fix is usually already in hand and individual diagnostics are unnecessary.
What compensation you are owed
Where your provider has signed Ofcom's Automatic Compensation scheme, a total loss of service that is not repaired within two full working days of being reported triggers a fixed daily payment for each further day the fault continues. The scheme also pays set amounts for a missed engineer appointment and for a delay in starting a new service. The payment is meant to arrive as a credit on your bill without you having to ask, which is the central point of the scheme. If the credit does not appear, raise it and ask the provider to confirm the reported date, the repair date, and the daily rate applied.
Not every provider has signed the automatic scheme, and it does not cover every situation, such as intermittent faults. Where the scheme does not apply, you can still seek a refund of line rental for the days without service through the provider's complaints process, and escalate to an Ofcom-approved alternative dispute resolution scheme if the matter is not resolved within eight weeks or a deadlock letter is issued. Either way, the documented timeline from your fault log is what supports the claim.
Landline outage response checklist
The checklist below maps each early action to its purpose, so nothing that affects a later claim is missed.
| Step | What to do | Why it matters |
|---|---|---|
| Scope | Ask whether neighbours are affected | Tells you if it is your line or the network |
| Test | Try a known phone at the master socket | Separates internal from network fault |
| Report | Contact your provider, get a reference | Starts the compensation clock |
| Record | Log dates, times and promises | Builds evidence for any claim |
| Cope | Arrange a backup way to make calls | Maintains access to emergency services |
How to manage without a landline
While a fault is being repaired, the priority is keeping a way to reach people and emergency services. A mobile phone is the most common stop-gap, and where signal is poor indoors, Wi-Fi calling on a smartphone can route calls over a broadband connection that is still working. If the outage is the broadband as well as the phone, a mobile remains the fallback. Households that rely on the landline for a telecare alarm should treat a loss as urgent and tell the telecare provider, because the alarm may depend on the line being live.
Plan ahead for the period without service. Keep mobile numbers for the people you usually call on the landline, and charge devices in case the fault coincides with a power issue. If you are vulnerable or depend on the line for health reasons, mention this to the provider, as it can affect how the fault is prioritised. The aim is to avoid a situation where a single dead line leaves you unable to call for help.
VoIP and backup options as analogue retires
The wider context is the migration away from the traditional analogue telephone network. As the PSTN switch-off progresses, lines are moving to all-IP digital voice, and Openreach's published programme has this migration completing in 2027. Digital voice carries calls over the broadband connection rather than a dedicated copper voice path, which changes how outages behave. A broadband fault or a power cut can take the phone down even when the copper to the property is intact, because the service depends on equipment in the home having both power and connectivity.
This is why backup matters more than it once did. Providers can supply a battery backup unit so a digital voice line keeps working for a period during a power cut, which is important for anyone who has no mobile coverage or who relies on the line for telecare. A charged mobile is a sensible second line of defence. Understanding that a digital line behaves differently from the old analogue one helps you diagnose an outage correctly and prepare a realistic backup rather than assuming the phone will work in any circumstance.
Frequently Asked Questions
How do I check if my landline outage is local or just my line?
Ask a neighbour on the same network whether their phone is also out, as a shared problem points to a network fault rather than your wiring. On an analogue line, plugging a known working phone into the master socket test point separates an internal fault from a network one. On a digital voice service, check the router and power supply first.
How do I report a landline outage?
Report the fault to the provider you pay, not to Openreach, because Openreach maintains the network on the provider's instructions. Give the time you first lost service, describe what you have already checked, and ask for a fault reference number and an expected repair date. Note any engineer appointment, since a missed visit carries its own compensation.
What compensation can I get for a landline outage?
If your provider has signed Ofcom's Automatic Compensation scheme, a total loss not repaired within two full working days triggers a fixed daily payment, usually credited automatically. Missed appointments and delayed new-service starts also attract set amounts. Where the scheme does not apply, you can seek a line-rental refund through the complaints process and escalate to an approved ADR scheme.
How do I manage without a landline?
Use a mobile phone as the main stop-gap, and consider Wi-Fi calling if indoor signal is weak but broadband is working. Keep the numbers you usually dial to hand and charge your devices. If you rely on a telecare alarm or need the line for health reasons, tell both your telecare provider and your phone provider so the fault can be prioritised.
What causes landline outages?
Causes range from internal faults at the property, such as a broken master socket or damaged extension wiring, to network problems like a cut underground cable, a fault at the local cabinet, or storm damage to overhead lines. On digital voice services, a broadband outage or a power cut can also take the phone down because the service depends on power and connectivity in the home.
