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 answer these questions, please scroll down to Report a fault tab and fill out the 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.
- To set up *227#
- To check *#227#
- To cancel #227#
- To call the last telephone number that called you press 1474
- To hear the number of the last telephone number that called you press 1471
- Once you've heard the number you can either put the phone down to disconnect the line or press 3 to reconnect with the number
- Dial the telephone number you're trying to call
- If it's busy press 5
- To check the 'ring back when free' is set up *#37#
- To cancel the 'ring back when free' #37#
If you rely on your landline and have a corded telephone our engineers can fit a battery back-up unit which will enable the line to work should a power-cut happen. Please Contact Us to arrange your engineer visit.
If you have Community Alarm unit, we will fit a battery back-up free of charge when we install the fibre line to your home.
If your landline connection isn’t provided by JT, please contact your service provider for help.
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 it could be because of a problem with the network.
If the fault is on the JT network we'll send out an engineer to fix it, and you won’t be charged.
Some faults may be caused by a problem with the internal wiring or equipment at the property. JT is responsible for the line up to, and including the NTP (Network Terminating Point) - the point at which our network cable enters your home or premises. If an engineer visits and the source of the fault is proved to be your internal wiring or equipment, you will be charged for the visit.
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.
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 customer.services@jtglobal.com. Full details of your rights can be found at here.
Engineering visits may incur charges. For more information, please click below.
Service | Connection/Reconnection | Charge |
---|---|---|
Landline | No engineer visit required | £55.23 |
Landline | Engineer visit required | £146.23 |
Broadband | Connection or reconnection | £52.50 |
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. The initial call out charge include the first half an hour of labour.
Service | Charge | |
---|---|---|
Visit charge including first half hour (minimum charge) | £65 | |
Every half hour | £32.50 | |
Engineer visit and half an hour labour | Weekday evenings & Saturday | £78 |
Engineer visit and half an hour labour | Overnight, Sunday and Bank Holiday | £87 |
Please help us by letting us know about any damage you see that has the potential to be hazardous to the general public or reduce network connectivity.
Please call us on 882882, Option 3, Option 1 and have this information ready:
- Location/address of where the damage can be found
- If the damage is to a duct, cable, roadside box, phone box, manhole etc.
- If you saw the damage being caused, please share as much detail as possible (contractor/company/vehicle registration)
- Your name and contact details
The sooner we know about any potential damage, the sooner we can investigate and carry out any necessary recovery work.
Thank you for helping us to keep the island connected.
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- View and pay your bills
- View your future charges
- View your itemised usage
- Set usage alerts
- View your used and remaining service allowance
- Add bolt-ons
- Use 'Parental Controls' tool to manage your home network
- Live chat your account queries to our JTHelp team
- Start by creating your online account. You’ll need your JT account number (at the top of your bill) and your email address.
- Follow this link https://secure.jtglobal.com/consumer/jfn and select ‘Register Account’.
- Download your 'JT My Account' for free.
If you'd like more information on landline plans to suit your needs, please click here.
A Community Alarm, or Horizon unit, are devices which can be activated to call the emergency services. They’re installed in the homes of those who are frail, elderly people who live alone in the community and for people with disabilities. More information can be found here.
How much will it cost?
If a client is on income support benefit there is no charge. Otherwise the charges are based on the rental of £29.70 per quarter, plus GST, which is payable to JT Global.
Application for an alarm
The method of applying for an alarm is initially through the person's GP or Family Nursing and Home Care. The application is then passed to the Community Alarm Coordinator, who will then arrange for an alarm to be supplied and fitted and will explain the operation of the alarm to the person and where necessary, to any family and friends who are key-holders.
The Alarm
The alarm system consists of a base unit with an integral telephone built in, together with a pendant which the person wears round their neck and depresses a red button to request assistance. Wrist type pendants are also available.
JT cannot support landline customers with a Lifeline alarm unit with Sure. They are therefore not eligible for JT landline.
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.
- 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.
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