BT Group plc
BT Group plc's Network Damage Reporting department is dedicated to handling urgent reports of damage to their network infrastructure, such as cables, poles, cabinets, or manholes. These issues may pose a danger to the public, and it is crucial to report them promptly. The phone line is available during published operating hours, with an emphasis on urgent cases. Callers should be prepared to provide specific details about the damage and confirm that it involves Openreach or BT equipment. Typically, the best time to call is during standard business hours to avoid potential wait times.
Updated 15 Dec 2025
Expected outcomes
- Report network damage
- Confirm equipment ownership
- Provide damage location
- Describe infrastructure issues
- Follow agent instructions
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Location of damage
- Description of damage
- Contact details
- What3Words location
- Confirmation of equipment
- Relevant claims address
Known issues
Occasionally, callers may experience misrouted calls, leading them to the wrong department or being advised to contact their own service provider for non-network issues. To address this, BT has implemented clear menu options and instructions to ensure correct call routing. If you find yourself in the wrong department, listen carefully to the menu options and select the appropriate ones. For urgent network damage or safety issues, always choose option 1 when prompted. This should help direct your call to the correct department efficiently.
