Home phone help


No dial tone or crackling on the line?

Firstly, check your phone isn’t faulty. You can do this by unplugging it from the socket and trying a different phone in the same socket. Also remember to check any extension sockets that you have, in the same way.

Your phone isn’t ringing/receiving incoming calls

Try checking these first before you call us:

  • Is the ringer switched on (on the side of your phone)?

  • Are there more than 4 phones plugged into the circuit (main socket and any extensions)?

  • Is your phone faulty? (Try another one in the socket)

  • Subscribed to Call Divert? Have you activated divert immediately?

  • Subscribed to Call Barring? Have you got incoming Call Barring active?


1571 Voicemail isn’t working

Have you contacted us to get this service added to your account? You’ll need to do that first. Check that you’ve activated the service from your Home Phone by dialling 1571 and following the instructions.

What if I don’t want to make any phone calls or bar outgoing calls?

You have the option to block all outgoing calls on your line to help take further control of your spend. You can do this by calling our Customer Support on 0345 600 3210* and ask for an outgoing call bar. You’ll still be able to receive calls and call emergency numbers like 999 and 112.

How much do calls cost?

To find out how much calls cost to UK, mobile and international numbers, take a look at our price guide here.

Please note: calls to numbers beginning 084, 087, 09 or 118 and other premium numbers can be quite expensive – make sure you know what the charges are before placing your call to avoid any unexpected costs.

Will I be able to change my call features?

As far as possible, we’ll transfer all your current call features from your existing provider. To change them or add some new features or call barring, you can do so by logging in to your My Account or by calling our Customer Support on 0345 600 3210.

Dealing with Nuisance calls and changing your telephone numbers

If you are receiving nuisance calls, you can submit a request to have your current telephone number changed for a different one.

To make a request to change your telephone number:

  • Log into your Online My Account and enter your Username and Password.

  • Under 'My Help & Support', click on Phone Number Change.

  • The 'Want to change your phone number?' screen is displayed.

  • Click in the Additional Information box.

  • In the box, explain why would you like a new telephone number.

  • Click Next.

  • The screen displays your contact telephone number. If you want the Post Office to contact you on a different telephone number in regard to this matter, then you can change it to one that's more convenient.

  • Click Next.

  • The screen displays an 'Appointment Time' box. You can select an appointment time to one that's convenient for you to receive a phone call from the Post Office in regard to this matter - a morning, an afternoon, or an evening. Click on the down-arrow, and then click on Morning, Afternoon, or Evening.

  • Click Next.

  • The screen displays your Contact Telephone Number and Appointment Time. Click Go back to My home.


Alternatively, you can contact our Customer Support on 0345 600 3210 and ask for a number change.


Existing customers

Broadband and HomePhone Support

8am to 8pm, Monday to Saturday

9am to 6pm, Sunday

0345 600 3210

0345 600 3210