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What if there’s a fault on my line?
Dear Simon, I am thinking of changing my landline from BT to another supplier. What would happen in the event of a line failure, and who would repair it?
Thank you,
Vic Ashton, Boston, Lincolnshire, via comments, Updated: Tuesday 4 January, 2011
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Our expert says...
Hi Vic, there are two answers to your question. The right answer for you will depend on whether you choose to switch your entire home phone service (calls package and line rental) or if you choose to switch just your calls package.
Switching your calls package and line rental
If you decide you want to switch your entire home phone service from BT to another home phone provider, your new provider will be responsible for any faults or failures on the line.
If there is a problem with your line you should contact your new provider, and then they will contact BT on your behalf. A BT engineer will then come to repair the fault.
Switching just your calls package
If you decide you want to switch just your calls package to another home phone provider, and continue to pay your line rental to BT, you will have to contact BT in the event of a fault on the line. You can contact BT’s customer services on 0800 800 150.
If you are considering doing this then you should read our guide to line rental charges first, as you may find that you’ll get cheaper line rental with another provider. BT currently has one of the most expensive monthly line rental charges, at £14.60 a month.
And for some households, bundled deals can work out cheaper than paying for your line rental, calls and broadband packages separately. It is worth considering whether switching your broadband and home phone to the same provider will save you money in the long term.
You should compare home phone deals before switching, to ensure you get the cheapest deal available to you. The following providers all have competitive rates and are available at the postcode you supplied:
- YourCalls.net (www.yourcalls.net)
- Direct Save Telecom (www.directsavetelecom.co.uk
- TalkTalk (www.talktalk.co.uk)
Hope this gives you a bit more information Vic, and helps you decide which supplier you want to switch to from BT.
Ask us a question
If you have a general switching or provider query please email us at ourexpert@homephonechoices.co.uk
Comments
I am not a BT customer but as I understand it, if BT have a fault, I will be effected because I use their landlines. My service provider says it is BT's fault. BT won't talk to me, so I can't find out who has caused the problem.
It never seems to be my provider as they always blame BT. Iwould like to make sure it is not my provider as I am having a lot of trouble with them anyway.
Ken Payne
- Jun 2 2011 8:52PM
media they sent engineer out on 29th Oct. The fault was at the street
connection, I had to phone them and ask when will we get a fix. I was told they will not send an engineer out again untill 15th Nov.
That means it could be 4 weeks to get my line up and running. What are me leagl rights, I thought that opperators have an obligation to keep service running if we have to call the emergency services. - Oct 31 2010 7:47AM
Thanks,
BoB - Apr 7 2010 12:58PM
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