At home or in work?
If you have a problem with your phone or broadband service, you need to know what to do and who to contact.
To help, here’s a quick overview of the people involved and the relationship between them:
We look after the wires that connect homes and businesses to the local telephone exchange. Our customers are the communications providers who sell phone, broadband and TV services. Our engineers will turn up at your place to install and repair these services on behalf of our communications provider customers.
Communications providers sell phone, broadband and TV services – they’re our customers. Once you choose a communications provider to supply your communications services, they’ll ask us to arrange installation.
People at home/work
Anyone who uses and pays for telephone and internet communications services in the UK is known in the trade as an 'end user'. That’s you. The companies supplying these services are called communications providers (or sometimes ISPs – internet service providers).
If you’re not sure who your communications provider is you should check your telephone or broadband bill. It’s possible to have different communications providers for each service – phone, broadband or TV – that you have.