Landline

Landline

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Using your landline
Managing your landline service
Helpful information
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 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

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 answer these questions, submit 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 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.
How do I manage my landline usage?
The 'JT My Account' app enables you to manage your JT services when it suits you.
    • 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
To get the app, please follow these steps:
  • 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.
 Get it on Google Play

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


Can I have a community alarm?
What is a Community Alarm or Horizon unit?
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.

Engineer / connection charges

Connection Charges

Service Connection/Reconnection Charge
Landline No engineer visit required £52.60
Landline Engineer visit required £138.60
Broadband Connection or reconnection £50.00


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
Initial-Call Out £60.00
Every half hour after £30.00
Call-Out Out of hours £80.00
Every half hour Out of hours £80.00

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.

 

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 01534 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 Jersey Police on 01534 612612 or online via www.jersey.police.uk

 

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 Jersey Police on 01534 612612 in the first instance. In addition, if you contact us on 01534 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 Jersey 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 01534 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.