Landline Faults

Getting to the heart of the your problem online:

If you’re having difficulty making or receiving calls on your Axis Telecom landline, then it could be because of a problem with the network. As part of your contract with us, if the fault is with our network, we will send out an engineer to fix it, and you will not be charged.

Please note: If you rent your line from another telephone company, you should contact them to report a fault, not Axis Telecom.

But some faults, even ones that seem like network problems, may really be caused by a problem with your wiring or equipment. Unfortunately, if an engineer comes round and it turns out that the source of the problem is with your wiring or equipment, then you will be charged for the visit. So it’s worth carrying out a few simple checks, just to work out exactly what kind of problem you’re dealing with.

A Few Simple Checks
That Could Save You Time & Money

The good news is that many problems with equipment and wiring can be identified and solved by you, saving you the cost of a visit from an engineer. Quickly-solved problems that our engineers frequently encounter are listed below:

No Incoming Calls
• Have you checked that your ringer is on? The ringer switch may be on the underside of the phone, in which case it may have been switched to the ‘off’ position accidentally. Once you’ve found the switch, try calling your own number from a mobile with the switch in each of its two positions.
• If you use a cordless phone, is it properly charged? Check the battery indicator, if there is one, and that the charger contacts fit neatly to the phone.
• If you have more than one phone in your premises, are they all on the hook and ready to receive calls?

Unable To Dial Out
• Is the problem consistent across all the telephones in your property? If only one of them is affected and not the others, then it’s more likely to be a problem with that connection or handset than with the network.
• Try dialling out using the prefix 1280. This will route your call via an alternative carrier, so you will be charged at our normal rates for the call. If the call connects, then it’s likely the problem is with our line provider’s network rather than our call providers. In this case, you will need to contact us to resolve the fault.

Noisy Or Faint Line
• Is the problem apparent only on calls to, or from, one particular number? If so then it’s quite likely that the fault is on the other number, not yours.
• If you’re a broadband customer, are you using a microfilter for every piece of equipment on your line, including phones, TV digi-boxes, games consoles or faxes? Microfilters cut down the sound interference that sharing a phone line with a digital device can cause.
• Are you using a cordless phone? Try attaching a phone with a cord to the socket. If, having done this, you no longer hear noise on the line, then the problem is more likely to be with your cordless phone than the network.

If you’ve tried all the Tests
But The Problem Still Persists

You can report faults with Axis Telecom 24hrs Per day 7 days a week by calling Landline Faults 0845 373 3526 or reporting the fault by email. Please read our Frequently Asked Questions before reporting a landline fault

*Calls to 0906 numbers are charged at £1.00 per minute.