Report a Broadband fault


If you are having difficulties connecting to the internet on your JT broadband connection, then it could be because of a problem with the network. As part of your rental agreement with us, if the fault is on the JT network we will send out an engineer to fix it, and you will not be charged.

However, some faults may be caused by a problem with your internal wiring or equipment. JT is responsible for the line up to and including the NTP (Network Terminating Point) - The point in which our network cable enters your home or premises. If an engineer visits and the source of the problem is proved to be your internal wiring or equipment, you will be charged for the visit.

If your broadband connection is not provided by JT, please contact your service provider for further assistance. 

Helpful Information

The information regarding your ONT can be found on page 4 of the Welcome to Fibre Guide here.

To carry out a speed test please click here. 

To see an example of a broadband filter, please click here.

To see a picture of an ethernet cable, please click here.

Report your fault

To provide services to you, we need to handle personal information about you and this will be processed in accordance with the Data Protection (Jersey) Law 2018 / Data Protection (Bailiwick of Guernsey) Law 2017 and in accordance with our Data Protection Notice which can be found here. By completing this form you are consenting to us using this information to provide you with service(s). Your information will be retained for up to a maximum of 6 years after the end of your contract with us. You have a right to ask for a copy of the information held about you in our records. If you require us to correct any inaccuracies please email Full details of your rights can be found at here.

Telephone number the fault is on
Account holder name
Alternative contact number
Email address
Make and model of router (if known)
When connecting via a wireless connection, how many of your devices are you unable to connect? (For example, is it just 1 device such as your laptop, 2 devices such as your laptop and smartphone or all devices?)
Have you recently turned your router off?
Is the Router powered on? (If your router is in an area that is difficult to access, please do not attempt to find this information)
Have you rebooted the router? (Turned it off for 5 minutes & turned it back on)
Do ALL telephone sockets with equipment connected have a filter connected? (See link above this form for reference - This does not apply to those customers with fibre services)
Have you tried connecting to the internet whilst connecting your device via an ethernet cable? (See link above this form for reference)
What are the results of your speed test? (Please use the link above form and copy & paste your results)
Type of fault
Any further details or information
Is the ONT (Genexis) powered on? If your ONT is in a difficult to access area, please do not attempt to find this info. Instead confirm the light on the front of your Router (Tilgin) is illuminated. (See the link to the 'Welcome to Fibre Guide' for help)
Is the ethernet cable between the ONT and Router securely connected at both ends? (See the link to the 'Welcome to Fibre Guide' for help)
Have you recently turned your ONT (Genexis) off? (See the link to the 'Welcome to Fibre Guide' for help)