Home Phone Troubleshooting Guide

1. No dial tone/dead line

Please go to Testing from the master socket.

2. Poor line quality (noisy/faint line)

• Are you using a cordless phone?

  Make sure it's fully charged. If this doesn't help, try connecting a standard corded phone instead. If this helps then you'll need to speak to the manufacturer of your cordless phone.

• Does the problem only happen when dialling a certain number?

  If it does then it's more likely to be the other parties line that has a problem.

• Check your microfilters

  Make sure all the equipment connected to your line passes through a microfilter - see our Fitting Microfilters Guide for help with this.

If the above advice doesn't help, go to Testing from the master socket.

3. Problems making calls

Please check the following:

• Are you with another supplier for calls?

  Try dialling with 1280 as a prefix (e.g. 1280 0845 1400 200), this will force to call to be made over our network. If you're able to make calls using the 1280 prefix then you'll need to speak to your call plan provider.

• Do you have the same problem with all your telephones?

  If only one of them is affected, it’s probably a fault with that connection or handset.

If the above advice doesn't help, go to Testing from the master socket.

4. Problems receiving calls

This includes problems such as your phone not ringing, or only ringing once.

Please check the following:

• Do you have more than one handset?

  Are all your phones on the hook and ready to receive calls?

• Is your ringer on?

  Check the switch, then test it by calling your number from a mobile

• Is your phone fully charged?

  Check the battery indicator and that the charger contacts fit the phone snugly

If the above advice doesn't help, go to Testing from the master socket.

5. Problems with Voicemail

• I can't collect my Voicemail messages:

  Please raise a fault. Make sure you let us know the exact message you hear after dialling 1571.

• People can't leave messages for me

  Unplug everything from your line (other phones, broadband, fax machines, answering machines etc) and see if this fixes the problem, as something connected may be picking up the call before Voicemail kicks in.

  If this solves the problem you should reconnect one by one to identify the one causing problems.

If the above advice doesn't help, go to How to report a fault.

6. Caller Display

If Caller Display isn't working, dial *#234# to make sure that it's enabled on your line.

• If you're told that the service is disabled

  Hang up and dial *234#, this should enable the service and fix the problem

• If you're told that Identities will be displayed

  Try another corded caller display phone on the line.

If the above advice doesn't help, go to Testing from the master socket.

7. My Problem isn't mentioned here

If you're experiencing a problem that isn't covered on this page, please try Testing from the master socket.

8. Testing from the master socket

Unplug everything from your line (including broadband and any TV equipment) and go to the master socket. The master socket should be installed at the point where the telephone line enters your property.

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.

Connect a working corded telephone to the master socket and check to see if the problem still happens.

• If this fixes the problem

  Either your extension wiring or something connected to your line is the cause of the problem. To locate the problem, reconnect equipment one by one to identify the one causing problems.
  
  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

  If you have a split faceplate as shown in the picture above, try Connecting to the Test Socket. If this doesn't help or your Master Socket doesn't have a split faceplate then you should Report a Fault.

9. How to report a fault

Any problems with your telephone service should be reported to your telephone provider.

If we're your telephone provider, go to the Help Assistant and follow this path:

Technical Support >> Phone Calls (Landline & VoIP) >> Home Phone >> Home Phone Problems

From here, choose the option that best describes the problem you're experiencing.

Enter as much information about the problem as you can, making sure you answer all the questions stated on the page.

We'll also need:

• An alternate contact number
• Your availability for an engineer appointment:
  If required, engineers are available Monday to Friday between 08.00-13.00 (AM) & 13.00-18.00 (PM)

Callout charges for telephone faults

If we report a fault to BT Openreach and an engineer visit is required, please be aware:

Callout and repair time charges will apply if the fault lies with your equipment or internal wiring. These charges may also apply where you have damaged external wiring - e.g. the wire from the telegraph pole to your building, or any underground cabling within your property boundaries. To find out how much these charges are please contact us.

There'll be no charge if there's a fault with the line outside your property or in the BT Exchange.

Our Support Team will clarify this with you before raising any fault.

This page last updated 6th October 2009