Having problems making or receiving calls on your phone at home? This guide will show you how to check if your service is working from your main BT socket, and your test socket.
Main phone socket
Start by finding your main socket - it's the socket your phone line connects to as it enters your home. It might look like one of the options below:
Single socket with plug in broadband filter
Dual socket with inbuilt broadband filter
- Remove anything plugged into the socket, e.g. broadband filters, line doublers, or extension cables
- Connect a phone (ideally a corded handset, and not a DECT or portable phone) directly to the socket
- Pick up the handset, and try to make a call
If you've fixed the problem, see our top tips section at the bottom of this page.
If you're still having problems, try connecting to your test socket. To do this:
- Unplug your phone from the phone socket
- Carefully unscrew the two screws found on the bottom half of the faceplate
- Gently remove the lower half of the faceplate - be careful not to disturb any cabling behind the face plate
- If wires are already loose behind the faceplate, this could be the cause of your problem.
- The test socket can be found behind the faceplate
- Plug your phone into the test socket
- You can now check if you've fixed the problem
If your service works in your test socket, try our top tips below to identify the problem.
If you're still having problems see our guide Home Phone - fixing faults. Or get in touch - we'll be happy to help.
Internal wiring top tips
If your phone works in your test socket, check our tips below:
- Disconnected extension sockets and cables. Check your extension is plugged in correctly, and nothing has become dislodged.
- Damaged extension sockets and cables. Extension cables can be easily damaged. Home improvements, like fitting new carpets or central heating, can all cause issues. Older extension cables exposed to water can rust, causing problems. You may need to replace extension kits or consider using a cordless phone.
- Faulty equipment connected to your line. If you can, test all your equipment one by one in your test socket. Once you've found the faulty equipment, remove this from your line.
- Faulty broadband filters. Broadband filters can become faulty. Check all your filters with a known working phone.
- Broadband routers. If you only get the problem when you connect your broadband router to the line (and you've already checked with a spare filter), get in touch and we'll be happy to help.
- Too many phones connected. As a general rule, phone lines and phones are designed to work with four phones or devices connected to the line. If you've got more, test with only four devices connected.