Landline

Landline

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I’m having problems making/receiving calls
If you're having problems with your home phone service there are some simple checks you can do to try to find out what's wrong.Always check the power cable is connected to the landline base unit and that it's plugged in properly.

If you're using a cordless phone make sure it's charged up; there's usually a battery indicator displayed on the handset screen.

Once you're happy that the handset has charge and all the units are plugged in properly, please answer these questions and if necessary carry out the simple checks.
  • Is there a dial tone?
  • Can you receive calls?Have you paid your bills?
  • Have you tested the phone with all other telephone equipment unplugged?
  • Have you tested the socket with another phone?
  • Have you tested the phone in another socket?
If you’re still having issues making or receiving calls please submit this Form and our team will do all they can to fix the issue as quickly as possible.

Our team may get in touch with you because the nature of the issue needs you to be in the property to carry out some tests on the equipment which will help the team get to the root of the issue.

Engineering visits may incur charges. For more information, please click below.
Engineer charges
Connection Charges:  
Service Connection/Reconnection Charge
Landline No engineer visit required £52.60 - unless you choose a 24-month contract term
Landline Engineer visit required £136.60 (Or £84 if free connection has been taken as part of a 24 month contract)
Broadband Connection or reconnection £50.00 - unless you choose a 24-month contract term
For all 40Mb, 60Mb and 100Mb Broadband services an engineer visit is required to install a new master socket. This installation is carried out by a 3rd party who won't configure any of your equipment. Our engineering work has an initial charge of £136.60, unless a 24 month contract has been taken on the landline, then the engineer visit will be £84. Work is charged at £30 for every 30 minutes thereafter.


Do you have a JT account?

YES

Service Time frame
Landline / Broadband 15 working days
Landline / Broadband 15 working days

You need a landline service for us to provide the broadband service to your property so please request this at the same time if there isn’t already one at the property.

The connection charges will be listed on your next bill after the services have been moved.

NO

Please drop into our JT Store, 24 High Street and one of our team will be very happy to help you join the JT family.

Here’s a list of what you need to open a JT account:
  • Valid photo ID
  • Proof of address (utility bill from last 3 months)
  • Your email address
  • Your bank details
  • If you'd like to switch your services from another provider, please bring in a recent bill

Extra engineering work: If you need any extra work doing, such as having phone points fitted we’ll arrange for an engineer to visit your property at a time which suits you.

The initial call out charges include the first half an hour of labour.
Service Charge
Initial Call-Out £60
Every half hour after £30
Call-Out £80
Every half hour after £40
The engineer will tell you what’s involved in the job, and any extra charges before they start work. If you change your mind and decide not to go ahead with it, that's fine, we won’t charge you anything.
What are the charges for calling premium rate numbers?
Call Charges
Destination Daytime Evening Weekend
Local landline* (01481) 0.23p 0.23p 0.23p
Local mobile 12p 10p 9p
Jersey landline* (01534) 3.5p 3.5p 3.5p
Jersey mobile 20p 20p 20p
UK Fixed Line* 4.5p 4.5p 4.5p
UK mobile 26p 16p 14p
Speaking Clock 20p 20p 20p
Call charges
Click here to check our landline call rates
What UK dialing codes are included in my National Talk bolt-on?
If you have opted for our National Talk bolt-on, this includes all calls made to numbers beginning with 01, 02, 03 and 07 numbers. Calls made to 0800 numbers are classed as ‘freephone’ and will not charge, nor decrement your bundle. Calls made to other UK number ranges such as 08 and 09 are not included, additional charges will apply when calling these premium rate prefixes.
How do I manage my landline usage?

Your 'JT My Account' app enables you to manage your JT services when it suits you.

How do I get my free 'JT My Account' app?

  1. Start by creating your online account. You’ll need your JT account number (in the top left-hand corner of your bill) and an email address.
  2. Follow this link https://secure.jtglobal.com/consumer/jfn and select ‘Register Account’
  3. Download your 'JT My Account' for free
     Get it on Google Play

If you'd like more information on landline plans to suit your needs, please click here.

Connection Charges
Service Relocation Charge
Landline Relocation £52.60
Broadband Relocation £30.00
Landline & Broadband Relocation £79.99

Need any extra work?
If you need any extra work doing, such as having phone points fitted or your fibre ONT moved, we’ll arrange for an engineer to visit your property at a time which suits you.

There's an initial call-out charge of £60, with labour charged at £30 for every half hour after that. These charges don't include any materials or equipment, which will be added to your bill. The initial call out charges include the first half an hour of labour.

Our engineers will tell you how long the job will take before they start work. And if you change your mind and decide not to go ahead with it, that's fine. You won't be charged a thing.

Please note our charges for out of business hours visits are below:

Out of Hours visit charge: £80
Out of Hours Half Hourly Visit Charge: £40

Visits include the first half hour of labour.

Have a question, or need some help?

If you have any questions with regards to your fixed line connection, or want to know more about our fixed line services you can contact our Home Team on 882 882. Alternatively, you can get in touch through our JT Help Facebook page
Scam & Fraud Awareness - Nuisance/Scam Calls
There are a number of different types of nuisance/scam calls out there. Whilst JT work hard to minimise the number of unwanted calls received by our customers it is inevitable that some of them may get through. Below we have described the most common types of unwanted calls and what you can do to minimise any risk to yourself and others.

Phone Scams

Fraud over the phone, also known as Vishing, is when a fraudster calls claiming they are from a bank or other trusted organisation in an attempt to gather personal information about you (such as bank account details, passwords etc) which they can then use to steal money/access to services from you. They may have already gathered some basic information about you in order to sound authentic and have the ability to change the telephone number that appears on your phone to something genuine.

If you receive a call that claims to be from a bank or other trusted organisation, please remember the following:
  • A genuine bank or organisation will never contact you to ask for your PIN or full password.
  • Only give out personal or financial details for those services you have consented to, that you trust and are expecting to be contacted by.
  • If in doubt, call the bank or organisation back on a trusted number before giving out any details.
  • Don’t be rushed into making a decision.
  • Fraudsters often try to pressure you into transferring money or agreeing to hand over personal information.
  • A trusted organisation wont mind waiting.
  • You can report these calls to us on 01481 882882 and we will investigate and endeavour to block where appropriate.
  • If you have fallen victim to a scam of this nature, please contact the States of Guernsey Police.

Scam & Fraud Awareness - Marketing ‘Cold’ Calling
Sales and marketing organisations may try to contact you to out of the blue to push all manner of products and services. If you are not looking to buy anything they are selling these calls can be considered a nuisance.The Direct Marketing Association (DMA) runs two free registration schemes designed to reduce the amount of unwanted phone (or fax) calls received from sales and marketing organisations.

By registering your telephone number with them, the DMA can ensure that your number is no longer available to organisations, including charities and voluntary bodies, who might telephone you with offers and information you do not want to receive.

Telephone Preference Service (TPS)

Phone 0845 070 0707 Fax 0845 070 0706

Fax Preference Service (FPS)

Phone 0845 070 0702 Fax 0845 070 0706

You can also register with TPS online at www.tpsonline.org.uk

The Direct Marketing Association (DMA) www.dma.org.uk is also a source of useful information.

Scam & Fraud Awareness - Malicious, indecent or offensive calls
Making a malicious, indecent or offensive call is a criminal offence. Although not a common occurrence, if you are a victim, please contact the States of Guernsey Police. In addition, if you contact us on 01481 882882 and we will do all we can to help.
Scam & Fraud Awareness - Scam Texts
Otherwise known as Smishing (SMS Phishing) these work the same way as scam calls where fraudsters purporting to be from trusted organisations are attempting to gain personal information from you in order to unlawfully access funds/services.If you receive an SMS of this nature please report to us and/or the States of Guernsey Police.
Scam & Fraud Awareness - Stolen Phones
If you lose your phone or it is stolen and it lands in the wrong hands the implications to you may be more than just losing your mobile device. If access is gained to your phone you could be opening yourself up to the following risks:
  • The personal information stored on the device could be used for further criminal acts (e.g. identity theft, subscriber fraud etc.)
  • Even if the device is locked the SIM could be removed and used to make calls that will end up on your next bill.

If your phone is stolen on-island or while you’re away on holiday, please contact us as soon as possible on 01481 882882 to ensure that your service is suspended and no further charges are incurred. Many people think disabling the device is sufficient, but this does not stop fraudsters from using your SIM card in another phone and racking up huge bills at your expense.

In order to protect your data ensure that there is a secure PIN on both your device and SIM and make sure that you keep your device software up to date.
Scam & Fraud Awareness - Email Scams
In a similar way to calls and texts, criminals also ‘phish’ by contacting you via email.

Always be aware that unsolicited emails that look to be from a known and trusted organisation can easily be faked. Unless the email is expected, never click on any links embedded in an email before verifying the authenticity of the email.

They might promise your huge rewards, lottery wins, lost inheritances and so on and often they will include requests for upfront payments or private information such as bank details. Use your common sense and if in doubt delete the email. If it looks too good to be true - it probably is.

7 ways to spot an email you’ve been sent is a scam:
  • The sender’s address doesn’t match the website address of the organisation it says it’s from. Roll your mouse pointer over the sender’s name to reveal its true address.
  • The email doesn’t use your proper name – using something like “Dear customer” instead.There’s a sense of urgency, asking you to act immediately.
  • There’s a prominent website link which may seem like the proper address, but with one character different.
  • There’s a request for personal information.
  • There are spelling and grammatical errors.
  • The entire text of the email is within an image rather than the usual text format and the image contains an embedded hyperlink to a bogus site. Again roll your mouse pointer over the link to reveal its true destination.