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How can I contact BT when my landline and mobile are not working?

Loganlassy — Sat, 15 Aug 2026 18:41:28 GMT

My landline has not been working for 3 days. My mobile gets a weak signal but the other party just gets garbled speech. I've texted help to 61998 but all I'm getting is the bot testing my line and telling me it'll be fixed within 4 hours. I'm disabled so cannot get to another phone. Found an email address but it isn't working anymore.

Re: How can I contact BT when my landline and mobile are not working?

Katie_J — Sun, 16 Aug 2026 07:28:50 GMT

Hi @Loganlassy.

Thanks for coming here.

Is your landline and mobile working again this morning?

Have you tried online chat?

Speak soon,

Katie

Re: How can I contact BT when my landline and mobile are not working?

Loganlassy — Sun, 16 Aug 2026 08:18:03 GMT

No, sorry Katie, my landline is giving busy tone for any number I dial. My mobile has no signal at all at the moment.

If by online chat you mean the bots or AI, I've texted help to 61998 a few times but all I get is my line tested which identifies a broadband network fault in my area and advises it will typically resolve in 4 hours, the same response I've been getting for the past 3 days. I received a text from Joe on 150 Thursday teatime advising a service outage that would be fixed by Openreach at roughly 7pm. I was unable to track the fault yesterday as the website was sending me a one-time passcode to prove I was me - it was sending the code to my landline, even though my mobile was the no. quoted in the contact section. Today it isn't sending a code but when I hit track fault it cannot find any account linked to my BT ID so I link my account and hit track fault but it still cannot find any linked account.

Re: How can I contact BT when my landline and mobile are not working?

Katie_J — Sun, 16 Aug 2026 08:27:15 GMT

Thanks so much for confirming @Loganlassy.

If you select Message Now on this page HERE and type 'Speak with an agent' the bot will ask you a few questions. If you select a landline issue you will receive a link to a help page. You will then be asked if you need further assistance please select yes and you will be given the option to connect with a guide.

We have no account access here on the community so we are unable to look into this further. If you have access to another working phone please let us know and I can arrange a call back for you.

Katie

Re: How can I contact BT when my landline and mobile are not working?

imjolly — Sun, 16 Aug 2026 09:04:27 GMT

@Loganlassy

have you checked to see if you have any messages by dialing 1571 and if so listen and clear them

Re: How can I contact BT when my landline and mobile are not working?

Loganlassy — Sun, 16 Aug 2026 12:04:50 GMT

Thanks Katie, I'll give that a try but my mobile signal is very poor at the moment so I'll hope it stays long enough to get thru.

Re: How can I contact BT when my landline and mobile are not working?

Loganlassy — Sun, 16 Aug 2026 12:14:22 GMT

Hi Imjolly, I had to do it via my mobile as the landline just gives busy response. There were 3 messages dated in July which I have deleted but sadly it doesn't appear to have solved the problem. I'll keep checking in the hope there may be a delayed reaction.