What do I do if my telephone set is faulty?

If we confirm that there is no fault with your telephone line or socket, it is likely that the problem is with your handset. After signing a form confirming that your handset is faulty, you can purchase a new one from Cable & Wireless.

Why do you need to send your field technician to my premise? Can't you rectify the problem at your end?

We are unable to confirm if there is a fault on your telephone line until the field technician checks the distribution point (this is usually located outside your house) or enters your premises to check on the wires of the telephone and socket point.

Why must I be at home to wait for your field technician?

As our technician is unable to determine whether the fault lies inside or outside your premises, he may need to enter your premises to check on the wires and sockets. Thus, it is preferable for you or someone to be at home when the field technician arrives.

Do I have to pay cash to your field technician for the job done?

No, you do not have to pay cash to the field technician. Instead, you will be given a form to sign to confirm the work done and any charges will be listed on your next telephone bill.

Will I be charged if your field technician were to come to my premises?

There is no charge for repair work done outside your premises that involves the line and cable. However, some charges may be incurred for work carried out inside your premises such as rewiring and socket replacements. Please ask the field technician about this before any repair work is carried out.

Do you provide a 24 hour maintenance service?

Our fault report line (121) operates 24 hours a day. However, our maintenance service is only available from 8am to 4pm on weekdays in accordance with your contract.