This topic

Landline down but BT/EE broadband OK - do not have any other line - help!

coh8 — Fri, 20 Jun 2025 20:15:22 GMT

Just got home to find landline was dead - saw no known faults in Glasgow area.

Broadband working but no means to raise fault and get a fix ASAP.

Do not have a cell-phone or email address to contact Customer Support.

Partner and son left for 2 week vacation today - cannot contact them either.

Help! Any suggestins gratefully received - Many Thanks in advance

Re: Landline down but BT/EE broadband OK - do not have any other line - help!

jac_95 — Fri, 20 Jun 2025 20:21:30 GMT

@coh8

Have you gone through https://www.bt.com/help/report-and-track-your-bt-problem?

Assuming there's no dial tone on the landline phone?

Is your broadband speed slower then usual?

Have you had any notification about moving to BT Digital Voice ?

Re: Landline down but BT/EE broadband OK - do not have any other line - help!

imjolly — Fri, 20 Jun 2025 20:22:38 GMT

Try going to help at top of forum page and you can report a fault there

Re: Landline down but BT/EE broadband OK - do not have any other line - help!

coh8 — Fri, 20 Jun 2025 20:43:51 GMT

Broadband OK - no notification on DV - no tone (plugged out and in again).

Reporting landline fault using link leads through Broadband - and you need a cell phone to receive a text to verify your identity!

Appreciate your advice - I appear to be stuck because I don't have a mobile phnone

Re: Landline down but BT/EE broadband OK - do not have any other line - help!

coh8 — Fri, 20 Jun 2025 20:44:39 GMT

Per other reply - does not work without a cellphone - sorry

Re: Landline down but BT/EE broadband OK - do not have any other line - help!

Peter_W — Sat, 21 Jun 2025 11:18:00 GMT

Hi @coh8.

Welcome to the BT Community!

If you don't have a mobile to help get this flagged from, or report the fault, then the best option would probably be to see if you can borrow one from a friend, family member, or even someone like a neighbor.

If that's not going to be an option, if you visit an EE Retail store, they can often help get you through to customer care via the in-store phones too.

Peter

Re: Landline down but BT/EE broadband OK - do not have any other line - help!

coh8 — Sat, 21 Jun 2025 12:47:51 GMT

Hi Peter - welcome and great tip very much appreciated - was not aware of the EE in-store option. Will give it a try.

Many Thanks again - Colin

Re: Landline down but BT/EE broadband OK - do not have any other line - help!

Peter_W — Sat, 21 Jun 2025 13:01:18 GMT

Thanks @coh8.

Our stores are now dual-branded as BT & EE, and whilst they can't access accounts and provide technical support directly, they should be able to help you get in touch with our teams that can.

Peter

Re: Landline down but BT/EE broadband OK - do not have any other line - help!

coh8 — Sun, 22 Jun 2025 19:58:12 GMT

Good Evening Peter - very interesting visit to the EE store at Braehead today. Andrew was very helpful and hinted that my BT5 hub (working fine) needed an upgrade to BT Smart Hub 2 (for Digital Voice launch). He advised me to call BT tomorrow from work.

I then however stumbled across webchat function by accident at home 30 mins ago. Got very quick response from Sudipta who diagnosed an external fault in my area code (0141 9) and assigned me with a fault number to track progress. Even better, I hope to receive an updated Smart Hub shortly. Very happy with thoughtful response received after making many checks.

Two small peeves. First, is there a time-lag (or does a diagnostic have to be reached) before a fault is formally reported on initial screens (no phone for 48 hours now)? Second, BT needs to make its customer portal more user friendly because I discovered webchat by chance (per above).

Once again, to you and the wider BT community, Many Thanks for your help. Much appreciated.

Re: Landline down but BT/EE broadband OK - do not have any other line - help!

chrisjp — Sun, 22 Jun 2025 20:25:14 GMT

Yes, I've noticed that Webchat doesn't always come up as available on BT's customer portal. It seems to be a bit random whether you are offered it or not, so I don't think it's that you previously didn't notice it - it wasn't there until it was!
I don't know whether this a glitch or if it's a deliberate policy to limit webchat access by BT's pesky customers.

Re: Landline down but BT/EE broadband OK - do not have any other line - help!

coh8 — Sun, 22 Jun 2025 20:42:44 GMT

Good point, Chris. Trying not to laugh - especially as (the lesser-spotted) webchat is available between 0700-2230.

BT is a huge concern - DV (local roadshows across Scotland just now), local engineering work and hub issues (did not know about green phone socket on current models) highlight the need for more proactive communication.

Customers simply need to know where they stand and how quickly issues can be resolved, especially when we take their smooth running for granted (famous last words?!)