Faults & Outages · 4 min
How to Report a Fault — and What Happens Next
If the basic checks haven't fixed it, report the fault and we'll take it from there. Good information up front is the single biggest factor in how fast it gets fixed.
How to report
Raise a ticket from your account (Support → New ticket) so it's tracked from the start. You can also email hello@occta.co.uk or call 0800 260 6626, Monday to Friday, 8am to 6pm (excluding bank holidays).
What to include
The more detail, the faster the fix:
- Your account number and service address.
- When it started and whether it's constant or comes and goes.
- What the router (and ONT) lights are doing.
- Wired speed test results if the service is slow.
- What you've already tried.
- Whether anyone relies on the line for telecare, health or safety — we'll prioritise it.
What we do
We run remote line tests, check for network incidents and, if needed, raise the fault with the access network and book an engineer with you. We keep you updated on the ticket until it's resolved.
If a fix takes too long
Where a confirmed fault isn't fixed within the time that applies to your service, contact us and we'll explain any credit or remedy available, alongside your legal and regulatory rights.