Landline - Unable to make or receive calls

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Having a phone that isn’t working can be a frustrating inconvenience. If you own the handset then it is up to you to replace it, but if you rent the handset from your landline provider you should contact them. They should then be willing to repair or replace the handset - although they may charge you a fee for doing so!

Look into the small print of your contract for information as to your liability for damage to your phone. Even if you own your own handset you should contact your phone line provider to check that the problem is with your handset and not the phone line. If you are unhappy with your phone line provider’s response, you should contact their customer services department, giving clear details of your case - such as what happened, when and why you are complaining.

You should know

The customer services deptartment of your home phone provider should acknowledge receipt of your issue within 14 days
You can take the case to an ombudsman eight weeks after you've raised your issue

What next

If you are unhappy with your home phone provider’s initial response, you should contact their customer services department via resolver, giving clear details of your case - such as what happened, when, and why you are complaining.

Once you have submitted your information to the company, they should acknowledge your case with 14 days.

If the company does not respond to your issue, then you should raise your case to the next level. The resolver system knows the next steps to take to escalate your issue and will remind you what to do and when, so that your voice is heard and hopefully your issue is addressed.

Your case is officially registered with the company as soon as the email is delivered and so you can escalate your case to an ombudsman after 8 weeks.

If you cannot resolve the issue

If the matter is still not resolved after eight weeks or if you receive a deadlock letter, you can send your case to the ombudsman. There are two ombudsmen in the telecoms market - CISAS or Ombudsman Services. resolver knows which one to send your case to. It will package your communications and all supporting documentation and send to the ombudsman.

The ombudsman will then independently undertake investigation of your case for free. You can still take your telephone provider to court if you still do not agree with the outcome, but only use this as a last resort.

If you need additional assistance

If you need additional advice and guidance on the issue you can contact your local Citizens Advice Bureau.

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