Help and Support > Telecoms FAQs

Telecoms Faqs.

Looking for a little assistance with your Clear Business telecoms service?

Find the most frequently asked questions and answers below. If you are unable to find your answer, please contact our Customer Service team on 0333 014 3131.

Telecoms & Broadband Troubleshooting

Experiencing issues with your Broadband or Landline? Try our simple checks to get you up and running as soon as possible.

Frequently Asked Questions

Do you offer any online tools?
Yes, you can take advantage of the online tools we offer by signing up to Customer Zone. This will give you access to your invoices online, you can test your telephone line for faults, and you can benefit from the ongoing introduction of new tools we are developing to manage your account.
What do I do if I have a telecoms fault?

If you are unfortunate enough to experience a telecoms fault, you can report the fault online by logging in to Customer Zone or by calling our customer service team. We will carry out live line tests and advise you on any simple equipment checks you can carry out yourself. Alternatively, to see if there are any major issues in your area that might be affecting services, use the below online checker by simply typing your postcode in to the box. If a major problem has been identified in your area you’ll see what’s caused it, when it was reported and an indication of when it should be fixed.

Local network status checker

If following these checks the fault is still present then, following time related charge confirmations, we will liaise with Openreach engineers on your authority to rectify the fault as soon as possible, keeping you fully updated every step of the way. On certain occasions it may be possible to offer you a temporary call diversion facility.

What is a temporary call diversion facility?

A temporary call diversion (TCD) is a facility where you may divert all your calls from your faulty line to a destination number of your choice until the fault has been resolved.

How much does the temporary call diversion facility cost?

The temporary call diversion facility has a setup fee of £8.00, and then the cost of all diverted calls received as detailed on your tariff pricing schedule. This will be discussed at the time of your time related charges agreement upon the logging of your fault with Openreach.

What are time related charges?

Time related charges (TRC’s) are possible charges we must inform you of before proceeding to log a fault with Openreach. If work of any kind is carried out by an Openreach engineer to rectify your fault, and the fault is found to not be the line, but with your equipment itself, you will be charged a call out fee of £120 inclusive of the first hour and £60.00 for every hour thereafter dependant on your line type. If the fault is found to be with the line itself, then these charges will not apply. It is therefore vital you fully test and check all onsite equipment thoroughly before proceeding with the logging of your fault.

Why can’t I contact Openreach myself?

Openreach support communication suppliers like Clear Business by providing and maintaining the access network, allowing us to provide a service to you. Openreach provide this service to Clear Business, BT Retail, and other suppliers in a like for like manner.

As your service provider, Clear Business will liaise with Openreach on your behalf to resolve the issue as a matter of priority based on your selected care level in exactly the same way as any other supplier. The advantage of reporting your fault with Clear Business however, is that we will log your fault with Openreach engineers immediately without delay for you.

What is a care level?

A Care Level is a level determining the speed in which your fault will be responded to by Openreach. Clear Business offers a number of types of different Care Levels and you can review each care level and its associated cost on the pricing schedule click here. If you require more information, please call 0333 014 3131.

How do I upgrade/downgrade my care level?

By calling our customer service line: 0333 014 3131, our advisors will be happy to discuss your requirements.

How long will my fault take to be fixed?

This depends completely on the nature of the fault. All faults will be responded to as priority according to your care level. Fault resolution times all vary depending on the necessary work required. We will however communicate directly with Openreach at regular intervals to seek a resolution as soon as possible, and keep you fully updated on the progress of the fault.

Once the fault has been resolved, can I seek compensation from Clear Business?

Clear Business do not offer compensation of any type. A fault can occur for no apparent reason or cause whatsoever at any time. We do however sympathise, and offer the best level of response to all our customers experiencing a fault, and endeavour to resolve the fault as quickly as possible, with minimal inconvenience and disruption.

What is the Telephone Preference Service?
The Telephone Preference Service (TPS) helps to ensure your telephone number is no longer available to organisations who contact you with offers you do not wish to receive. Registration is free and can be completed by visiting the TPS website:
How can I protect myself from phone scams?

Beware of recorded messages offering prizes or other incentives, claimable only by calling 090 numbers. These calls can be very expensive and there is no guarantee of a prize.

If you are unsure about a premium rate charge on your telephone bill you can check with the Phone-Paid Services Authority, a telephone watchdog. For more information please visit:

If you have a telephone system there are a few simple steps you can take to protect your system from unauthorised use, potentially saving you thousands of pounds:

  • Check your monthly bill for any unusual charges
  • Ensure you change the default/factory password settings on the telephone system
  • Regularly change the Direct Inward System Access passwords and restrict access to these passwords
  • Do not publish remote access telephone numbers (numbers that connect callers to your voice mail system)
  • Remove/de-activate any functions you don’t need, especially un-required access ports
  • Deactivate access codes and voice mail passwords immediately when someone leaves your business
  • Clean up the number of mailboxes by removing redundant mailboxes
  • If possible, have your system programmed to reject access if three invalid attempts are made

Carry out a regular audit on the privileges and restrictions in place on the telephone system.

How do I withhold my number?
Dial 141 before entering the telephone number you wish to dial to withhold your telephone number.
My mobile is lost/stolen. What do I do?

Call our lost/stolen hotline on 0330 041 5381. This line is available 24 hours a day, but is only available for reports of lost or stolen handsets.