Report a fault
We know how frustrating it can be when something isn’t working properly. Whether your broadband speed isn’t right, your connection has dropped, or your router doesn’t look quite right, we’re here to help get things sorted.
The quickest way to fix most issues is to start online - but if you need to speak to us, we’re ready when you are.
The easiest way to report a fault
Use My Connection (recommended)
My Connection is the fastest way to check your service and report a fault.
You can use it to:
- Run a live connection test to check for issues on your line
- Track any faults you’ve already reported
- Test your broadband speed
- Check for outages or maintenance in your area
Report a fault using My Account
If you’re signed up to My Account, you can also use it to manage and report issues with your service.
In My Account you can:
- View and manage your bills and payments
- Add or upgrade services (like TV)
- Manage your home Wi‑Fi security settings
- Register any accessibility needs
Prefer to speak to someone?
If you’re stuck or just want to talk things through, our live chat team is the quickest way to reach us.
- Open live chat from your My Account dashboard
- A member of our team will check your service and guide you through the next steps
If you’d like to contact us another way, you can find alternative options on our contact us page.
Frequently asked questions
You can report a fault through My Connection or My Account . If you need extra help, use live chat and we’ll support you from there.
We keep My Connection and Service Status pages updated with any outages or planned work.
If you see an orange or red icon, it means there’s an issue or maintenance in progress. You can select it to see:
- Whether your area is affected
- An estimated time for things to be fixed.
Occasionally, issues can happen - from damaged cables to essential maintenance work.
If there is a wider problem, rest assured we’ll keep you updated through our My Connection and Service Status pages , including when service is expected to be restored.
- If you reported a fault in My Connection , you’ll see it there along with any updates
- If you reported a fault via live chat, we’ll email you updates
If you need an update and haven’t heard anything, just start another chat through our contact us page and share your fault reference number.