Testing from the Master Socket

1. Finding the master telephone socket

The first step is to identify which telephone socket in your property is the master socket.

It should be installed at the point where the telephone line enters your property, sometimes this will be in the attic or a basement.

Most look like the one shown below: a split faceplate socket with two screws holding the bottom section in. Some older sockets are not split and the screws and socket will be in the middle.

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2. If you can't find the master socket

Unplug everything from your line and connect your telephone or broadband equipment to each available socket in turn.

If the problem is no longer there

• Connect your equipment back one device at a time to find the cause of the problem
• Make sure all the equipment connected to your line passes through a microfilter - see our Fitting Microfilters Guide for help with this

If the problem continues

• Try using alternate equipment (a different broadband router or a working corded telephone)
• If this doesn't help, you should report a fault to our Support Team.

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3. Testing from the master socket

Unplug everything that's connected to your telephone line, Connect your equipment to the socket highlighted on the socket and check to see if the problem is still happening.

If the problem is no longer there:

• Connect your equipment back one device at a time to find the cause of the problem
• Make sure all the equipment connected to your line passes through a microfilter - see our Fitting Microfilters Guide for help with this

If the problem continues

• Try using alternate equipment (a different broadband router or a working corded telephone)
• If your master socket has a two part faceplate like the one shown above, you should try connecting to the test socket.
• If you're still having problems or your Master Socket doesn't have a split faceplate, you should report a fault.

4. Connecting to the test socket

Connecting to the test socket will confirm if the problem you're seeing is caused by internal wiring in your home or other devices on your phone line.

If you've got a two part faceplate like the one shown above, remove the screws from the bottom section and gently pull it forwards - away from the main socket. Be careful not to disturb any wiring in place on the back of the bottom section.

It should look like this:

Connect your equipment to the socket highlighted on the socket and check to see if the problem is still happening. If you're testing a telephone problem make sure you try a working corded telephone.

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If the problem is no longer there

You should seek assistance from an IT Technician, telephone or alarm engineer. We can't guarantee that a BT engineer will be able to fix internal wiring problems and a visit would incur a service charge.

Please note: If your line connects at a higher speed in the test socket, you won't see an immediate increase in download speed. Equipment in your telephone exchange monitors your connection and it takes about 3 days for your download speeds to increase in line with your connection speed.

For more information see our Advanced Guide to Broadband Max.

If the problem continues

You should report a fault to our Support Team:

• Reporting a broadband fault
• Reporting a telephone fault

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This article last updated 14th August 2009