- Question
Troubleshooting phone faults
- Answer
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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 socket - has a horizontal groove through the middle of the plate with the screws and socket located in the lower half 
Master socket - has no horizontal groove 
External connection box - these have been fitted to some new properties within the past 2 years 
Video:Testing your telephone socket & equipmentYou may like to view or print this guide on testing (PDF document, 151kb):
- View Answer at http://bt.custhelp.com/app/answers/detail/a_id/9818
- This article was generated for general information only and does not constitute legal or any other form of advice.
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