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  • Question

    Troubleshooting phone faults

    • Answer
    • If you're having problems with your phone there are some simple checks you can do to try to find out what's wrong.

      If your landline appears to be dead or your broadband is not working at all, it may be a general problem that we are already aware of. 

      Check the status of our services.

      Testing your line

      You should always undertake a line test on bt.com before completing any further tests.

      Click here to test your line online


      If this does not identify your problem you need to complete extra tests using your phone socket.


      Testing your socket

      Before you start testing you must check what type of phone socket you have got. Please, click the images to be taken to relevant advice.


      Line Box SocketLine box socket - has a horizontal groove through the middle of the plate with the screws and socket located in the lower half

      Master SocketMaster socket - has no horizontal groove

      External Connection BoxExternal connection box - these have been fitted to some new properties within the past 2 years

       Video:Testing your telephone socket & equipment

      You may like to view or print this guide on testing (PDF document, 151kb):

      pdf logo  Quick help guide


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