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 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.
 
How do I withhold my number?
Enter 1 4 1 before the number that you're calling
 
How do I block calls from unknown numbers?
  • To set up *227#
  • To check *#227#
  • To cancel #227#
 
How do I set up call forwarding?
Please Contact Us to set up call forwarding.
 
How do I set up call return?
  • 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
 
How do I set up 'ring back when free'?
  • 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#
 
Will my landline work during a power-cut?
Your landline won't work during a power cut because the Optical Network Termination (ONT) needs electricity to function and operate a landline service. 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.
 
Call charges
Click here to check our landline call rates

What UK dialing codes are included in my National Talk plan?
If you have opted for our National Talk plan, 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.

Report a fault
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. 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.

 
Engineer / connection charges
Connection Charges

Service Connection/Reconnection Charge
Landline No engineer visit required £55.23
Landline Engineer visit required £145.53
Broadband Connection or reconnection £52.50

Extra Engineering 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. The initial call out charge include the first half an hour of labour.

Service Charge
Visit charge including first half hour (minimum charge) £63
Every half hour £31.50
Visit charge including first half hour (minimum charge) Out of hours £84
Every half hour Out of hours £42

Our engineers 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.
 
How can I report damage to JT cables, poles, cabinets or manholes?
Our engineering teams work hard to look after all elements of our network though sometimes we don’t know about a problem without being made aware.

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.