If your home or business phone isn't working, here's how to get it sorted quickly.
Try this first
Check our network status page at https://status.scottishfibre.com/ for any known issues.
Restart your router (see our guide on this). Your Cloud Voice service runs over your broadband, so a router issue can affect both.
Check that your handset is plugged into the right port on the router, usually labelled "Device 1"
Check the phone light on the router (see our guide on router lights).
If you have a cordless phone, check that the base station has power and the handset is charged.
Try a different handset if you have one to hand, to rule out the phone itself.
How to report
Email us at [email protected]. To help us investigate, please include:
Your name and account number
The phone number affected
A description of the issue (no dial tone, can't make calls, can't receive calls, poor quality, dropped calls)
When it started, and whether it's constant or intermittent
If you can give us examples of calls that failed (date, time, number dialled, error message), that's very helpful for us to trace through our system.
Emergency calls
If you can't make a 999 call and you need one, please use a mobile phone, a neighbour's phone, or a public phone box. See our guide on making emergency calls without service.
What happens next
We'll aim to respond within 1 working day. For total loss of service, we'll prioritise your case.
Still need help? Please email us at [email protected] or calling 0800 054 8330.