In order to get your service back up and running as quickly as possible you’ll need to do some checks to make sure the fault isn’t with your own equipment.The checks can be found in the link below and you may wish to save it so that you’ll have them in future if there’s a fault.

PDF file: talk Guidance on Telephone Faults (524KB)  

When a fault occurs it can be with your own equipment or wiring which is your own responsibility to maintain. If we send out an engineer to your property and the fault‘s not with our equipment, you could be charged for the visit

Once you’ve completed the checks or if you are having difficulty carrying out the checks and if there is still a fault, contact us on 0800 294 4721*.

We offer a call barring service for premuim rate numbers, as well as a number of other features. If you’re anxious about the amount of Premium rate numbers called from your phone, we offer a call barring service to block calls to 0900-0909 numbers.If you want to use this service, or find out about other services we can offer, visit our call features page or call our Customer Services team on 0845 678 0052* .

PhonepayPlus is an industry funded regulatory body for all premium-rate charged telecommunications services. So if you find an unexpected Premium Rate number on your bill, you can contact PhonepayPlus to find out who they are.

Please note that PhonepayPlus do not deal with the charging of calls so cannot answer queries about costs.

Phone:        0800 500 212
Website:    http://www.phonepayplus.org.uk/ 

If you'd rather not get any unsolicited telemarketing calls, register online with the Telephone Preference Service at www.tpsonline.org.uk or call 0845 070 0707. They also offer a service to help with marketing faxes too, called the Fax Preference Service, at www.otelo.org.uk or call 0845 070 0702.

The first thing to do is let us know you’re unhappy and we’ll do all we can to fix things to your satisfaction at the first point of contact. We prefer to talk, so please phone us on 0845 678 0052* and you’ll be speaking to a member of our Customer Service team who’ll do their best to sort things out immediately. If you’re still not satisfied, then please ask to speak to a manager.

Sometimes phoning is awkward or inconvenient, so we’ve made it possible for you to tell us your concerns via a special online email link. We don’t think it’s right to keep you waiting for an answer to your question, so if you email us we’ll aim to get back to you within 2 working days.
You’ll get the same high level of attention if you prefer to get in touch by letter. Write to us and we’ll do our best to reply to you within 2 working days of getting your letter. Here’s the address:

Scottish Hydro
PO Box 7506
Perth
PH1 3QR

We carefully monitor complaints so that we can avoid making the same mistakes again. If something does go wrong, we want you to tell us. Then we can put it right and make sure the same thing doesn’t happen to someone else.

Ofcom is the regulator for the UK telecommunications industry. They make sure phone companies meet their obligations under telecoms and competition laws and regulations.

You can contact the Office of the Telecommunications Ombudsman (Otelo) if you have given us three months to resolve your complaint and you are still not happy.

Their contact details are:

Post:
Otelo
PO Box 730
Warrington
WA4 6WU

Phone: 0845 050 1614
Textphone: 0845 051 1513
Fax: 0845 050 1615
E-mail: enquiries@otelo.org.uk 
Website: www.otelo.org.uk 

You can also contact Ofcom at:

Post:
Office of Communications
Riverside House
2A Southwark Bridge Road
London
SE1 9HA

Phone: 020 7981 3000
Fax: 020 9781 3333
Website: http://www.ofcom.org.uk