In short: If your broadband or landline stops, Ofcom suggests restarting your router and devices, checking your provider's status page or app, and reporting the fault, because your provider is responsible for fixing it. If your landline fails, GOV.UK Be Ready says try your mobile, or Wi-Fi Calling if only the mobile network is down. For 999 or 112, try both a mobile and a landline. Keep a battery or wind-up radio, a little cash and a paper list of numbers at home.
Key facts
- Ofcom says your broadband or landline provider is responsible for fixing faults, even if another company owns the network. Source
- If your provider has signed up to the automatic compensation scheme, Ofcom says you should be entitled to compensation if a reported loss of service isn't fully fixed after two full working days. Source
- Be Ready says that if you are a vulnerable customer, such as a telecare user, your provider must give you a free back-up battery that keeps your landline working for at least an hour in a power cut. Source
- Be Ready says emergency calls from mobiles connect to any available mobile network, so try both a mobile and a landline when calling 999 or 112. Source
- Be Ready suggests keeping a battery or wind-up FM radio, a small amount of cash and a paper copy of important numbers at home in case of an outage. Source
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When the internet or phone goes down, a few simple checks often tell you whether the problem is in your home or in your area. Be Ready notes that disruption from severe weather can last a number of days. The GOV.UK Be Ready campaign now has a page just for phone and broadband outages, and Ofcom, the telecoms regulator, explains what your provider should do. This guide puts both together.
Step 1: quick checks at home
Ofcom suggests these basic checks before you report anything:
- Make sure your router, any Wi-Fi boosters or mesh units, and your fibre box (if you have full fibre) are switched on.
- Restart the router and your devices.
- Disconnect devices you aren't using.
- Undo any recent changes to your home network.
Step 2: is it just you, or your area?
Check your provider's status page or app, or call them. Ofcom notes that outage-checking websites can also show whether other customers are having problems. If there's no fault listed, report it anyway. Your provider may not know yet.
Step 3: report it to your provider
Ofcom says your provider is responsible for fixing faults, even if another company owns the network. When you report it, tell them:
- when the problem started, and whether it's constant or comes and goes
- which checks you've already tried
- a note of when the service dropped and for how long, if you have one
Tell them if you rely on the line for telecare or a personal alarm, or if someone vulnerable lives with you. Ofcom says you may qualify for a priority repair. Ask whether they can divert calls to your mobile, how they'll keep you updated, and how long the repair should take.
If your phone stops working
Be Ready's advice during an outage:
- Landline down? Use your mobile.
- Mobile network down but Wi-Fi working? Turn on Wi-Fi Calling on your phone.
- Both down? Try public Wi-Fi in a café, office or station. Send messages, which may work when calls don't. Move a short distance for a better signal, or ask someone nearby who may be on a different network.
- Save battery. Use your phone only when you need to until you can recharge.
Calling 999 or 112
- Try both a mobile and a landline. One may still work.
- Be Ready says emergency calls from mobiles connect to any available mobile network.
- If you still can't get through and it is safe, go in person to the nearest police station, fire station, ambulance station or hospital, or ask emergency responders nearby.
- If you use Relay UK, Emergency SMS or 999 BSL, keep using them. Be Ready notes they may also be affected in a wide outage; if so, seek help in person.
Compensation
Ofcom says that if your provider has signed up to the automatic compensation scheme, you should be entitled to compensation when:
| Situation | When it applies |
|---|---|
| Your service stops | You reported it and it isn't fully fixed after two full working days |
| Missed engineer visit | The engineer doesn't come, or it's cancelled with less than 24 hours' notice |
| Late new service | Your provider misses the start date it promised |
Ofcom's page doesn't list the amounts, so ask your provider. If you're not happy, make a formal complaint. Ofcom says that if it's not sorted after six weeks, or you get a "deadlock" letter, you can take it to a free, independent dispute resolution scheme.
Prepare before the next outage
Be Ready's preparation list, in short:
- Keep a battery or wind-up FM radio with spare batteries, because updates may be broadcast. Our wind-up radio guide explains what to look for.
- Keep a little cash in case payment apps stop working.
- Keep a paper list of numbers: family, neighbours, your doctor and your utilities. Our emergency contacts template is a good start.
- Download or print maps, because map apps need maps saved in advance to show routes without signal.
- Know a second way home if you travel for work, such as a different train line, bus or road.
- Agree a meeting point with your household in case you can't reach each other.
- Check alarms and monitors. If a personal alarm or a health monitor (such as a diabetes sensor) uses your phone line or internet, ask the provider or maker what happens when the network is down.
Digital landlines and battery back-up
Be Ready says analogue landlines are being upgraded to digital. If you still have one, contact your landline provider; Digital Phone Switchover has more information.
Digital landlines need power. Be Ready says that if you are a vulnerable customer, such as a telecare user, your provider must give you a free back-up battery that keeps your landline working for at least an hour in a power cut. You can also ask your provider to record you as needing extra support, which can mean tailored updates and priority repairs. Our communication guide covers phones in a power cut in more detail.
Check on others
Be Ready asks you to check on neighbours during an outage, especially people who live alone or need extra support. For someone who lives alone, agree in advance that you will visit if you can't reach them by phone, or ask a neighbour to look in.
Limitations
This is general information based on GOV.UK Be Ready and Ofcom pages, checked on 28 October 2026. It isn't technical or legal advice, and your provider's terms decide what compensation you get. Ofcom cannot look into individual complaints. If anyone is in danger, call 999 or 112.
If you'd like your contacts, meeting points and provider numbers written down in one place, the Household Emergency Plan Pack has fillable pages with official UK numbers already filled in. If an outage comes with a power cut, the Power Cut & Blackout Plan adds a powered-equipment record and a light and power kit log.
Turn this guide into a written plan
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Frequently asked questions
How do I know if broadband is down in my area?
Check your provider's status page or app, or call them. Ofcom notes that outage-checking sites can show whether other people are having problems. If no fault is listed, report it, because your provider may not know yet.
Can I still call 999 if my phone line is down?
Try both a mobile and a landline, as one may still work. Be Ready says emergency calls from mobiles connect to any available network. If you still can't get through and it is safe, go to the nearest police station, fire station, ambulance station or hospital.
Do I get compensation when my broadband goes down?
If your provider is in the automatic compensation scheme, Ofcom says you should be entitled to it when a reported loss of service isn't fully fixed after two full working days, when an engineer misses an appointment, or when a new service start date is missed. Ask your provider for the amounts.
Will my landline work in a power cut?
Digital landlines need power. Be Ready says vulnerable customers, such as telecare users, must be offered a free back-up battery that lasts at least an hour. Ask your provider whether your phone will work in a power cut.
What is Wi-Fi Calling?
A phone setting that lets you make calls over Wi-Fi. Be Ready suggests turning it on if your mobile network is down but your Wi-Fi still works.
Sources
- GOV.UK Be Ready: Phone and broadband outages (checked 28 Oct 2026)
- Ofcom: Broadband and landline faults (checked 28 Oct 2026)
- GOV.UK Be Ready: Power cuts (checked 28 Oct 2026)
- Digital Phone Switchover