Telephone faults
Call Dave 07729037667 or fill out the contact form
I can find where the fault lies & fix it if in or around the house or help you call your service provider if not.
Telephone faults self help.
First question Are you modern Fibre Optic or Traditional copper cable ?
For traditional copper follow the help below. For telephone faults on Fibre see the Fibre page.
For traditional copper follow the help below. For telephone faults on Fibre see the Fibre page.
The service providers responsibility ends at the test socket. Save your self an unnecessary call out fee by establishing if the fault is :-
- In your house ( your responsibility )
- External ( your service providers responsibility )
Test Socket
Master socket (NTE5)
Simply plugging in the front of the Master socket will not do ! Make sure you remove the face plate hence there by properly disconnecting your extensions sky box's alarms etc. Undo the 2 screws and ease off the face plate taking care not to disconnect the wires.
Try a phone you know is good in here, borrow a friends, lift the receiver listen for dial tone press digit 1 to stop the dial tone so you can have a good listen, it should be nice and clear. Cordless phones tend to be a bit " hissy " so try to use a corded phone they are better for this test. By removing the lower face plate you are disconnecting your extensions. If there are no wires attached to lower face plate theres not much point in removing it as you are not disconnecting anything. |
Test Socket
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FAQs about telephone faults
- Should I report my telephone fault ?
- Who do I report my telephone fault to ?
- What number do I ring to report a telephone fault ?
- How do I report a telephone fault ?
- What happens when I report a telephone fault ?
- How much does connectaphone charge for a fault ?
- How much does B.T. Openreach charge for a fault ?
- What if connectaphone cannot fix the fault ?
- Why have they tested the line and they say the fault is in my house?
- Why is every one else's phone still on ?
- Why haven't I got a Master socket ?
- Who is Openreach ?
- Can I call BT Openreach directly ?
- Ive cut through my BT phone line what should I do ?
Should I report my telephone fault ?
Only if you (or me) have proved that the test socket is not working properly. Your Service Provider only provides service free of charge up to the point where the wire enters the building or test socket and will charge £99-£129.99 if it is OK to here. Then an additional £110 per hour to fix the fault.
Who do I report my telephone fault too ?
Call the company you pay your bill or line rental too. Do not automatically call BT unless they are your service provider.
What number do i ring to report a telephone fault ?
From a mobileBT Residential 0330 1234 151
Virgin Media 0345 454 1111 Post Office 0845 600 3210 TalkTalk 0203 441 5550 Plusnet 0345 140 0200 Sky 03442411999 SSE 0345 300 1124 EE 07953 966250 Zen 01706 902001 Utility Warehouse 0333 777 0 555 BeFibre 0333 311 9942 |
From a land lineBT Residential 0800800151
BT Business 0800800154 Virgin Media 150 Post Office 0845 600 3210 TalkTalk 0870 444 1820 Plusnet 0800 432 0200 Sky 03442411999 SSE 0345 300 1124 EE 0800 079 8586 Zen 01706 902000 Utility Warehouse 150 |
How do I report a telephone fault ?
Call your service providers fault reporting number or customer services number this will usually be found on the bill, online or in the list above.
What happens when I report a telephone fault ?
When you report the fault to your Service Provider they will advise you of possible charges and test your line remotely, this will give them an approximation of where the fault is. It only about 80% accurate.
Based on the results I.E.
If computer says Line test OK - they will ask you to check your phones one by one in the test socket.
If computer says exchange fault - the fault will be passed to the exchange staff.
If computer says line fault - an engineer may attend, most likely a BT Openreach engineer.
Based on the results I.E.
If computer says Line test OK - they will ask you to check your phones one by one in the test socket.
If computer says exchange fault - the fault will be passed to the exchange staff.
If computer says line fault - an engineer may attend, most likely a BT Openreach engineer.
How much does connectaphone charge for a fault ?
Residential £50 call out + £50 /hr + parts NO VAT
Business £75 call out + £75 /hr + parts NO VAT
Business £75 call out + £75 /hr + parts NO VAT
How much does B.T. Openreach charge for a fault ?
Nothing if the fault is out side your house. £150 call out + £144 /hr (inc VAT) or £294 to pick up a screwdriver (please don't blame the engineer).
Strictly speaking B.T. Openreach don't charge YOU they charge your service provider (which could be B.T. or Sky ,Talk Talk etc). The Service Provider will then bill you. How much your service provider bill you varies.
See BT group charges
Strictly speaking B.T. Openreach don't charge YOU they charge your service provider (which could be B.T. or Sky ,Talk Talk etc). The Service Provider will then bill you. How much your service provider bill you varies.
See BT group charges
What if connectaphone can not fix the fault ?
If I can't fix your fault it is because the fault is on the B.T. network, in which case I will raise a fault with your service provider for you and they will have to fix for free. I will charge my usual call out + hourly rate.
Why have they tested the line and they say its OK, the fault is in my house?
They can test the line remotely and the computer will make a guess as where it thinks the fault is . This is only about 80% accurate. If the computer says no then they will advise you of possible charges and ask you to check your phones etc, or "first time fob off" as I call it.
Why is every one else's phone still on ?
Every one has their own pair of copper wires all the way back to the exchange yours can easily break leaving every one else working perfectly.
Why haven't I got a Master socket ?
The NTE5 shown above is now the industry standard and the most common. If you don’t have one of these, Master sockets vary in size and shape but if you only have 1 socket it should be a master, and therefore your service providers responsibility.
If you have more than one, master sockets have a capacitor in them usually yellow or blue, but other types don't give an easy way of properly disconnecting the extensions, which you need to do to prove the fault.
If you have more than one, master sockets have a capacitor in them usually yellow or blue, but other types don't give an easy way of properly disconnecting the extensions, which you need to do to prove the fault.
Who is Openreach ?
BT has effectively split into 2 company's -
BT Retail who rent you the telephone broadband service and
BT Openreach who install and maintain the line from the exchange to the master socket or NTTP (Network Test and Termination Point).
BT Retail who rent you the telephone broadband service and
BT Openreach who install and maintain the line from the exchange to the master socket or NTTP (Network Test and Termination Point).
Can I call BT Openreach Directly ?
No not really. Openreach do not work for you the customer, they only work for service providers. All jobs and faults have to be arranged through your service provider.
I've cut through my BT phone line what should i do ?
Give me a call I can repair it fast.
Where is the telephone fault ?
Some faults are the Service providers problem others could be anywhere and others are definitely your problem.
Here's a rough guide to there location. Borrow a phone you know works preferably not cordless and in all cases -
Try a Working Analogue Telephone In the Test Socket
Here's a rough guide to there location. Borrow a phone you know works preferably not cordless and in all cases -
Try a Working Analogue Telephone In the Test Socket
Service providers problem. Call them and raise a fault.
Phone line is echoing.
- - This generally happens when talking from a landline to mobile phone, caused by a network miss match. Hanging up and restarting the call will usually fix it.
- - This generally happens when talking from a landline to mobile phone, caused by a network miss match. Hanging up and restarting the call will usually fix it.
My phone has the wrong phone number.
- - Calling your mobile from your land line shows the wrong number.
- - Calling your mobile from your land line shows the wrong number.
Phone rings on Virgin socket not BT socket.
- - - Not transferred networks properly . Get on to service provider
- - - Not transferred networks properly . Get on to service provider
Overhearing other peoples conversations.
- - - Its a line fault contact your service provider, (unless you have a really old an old analogue cordless phone).
- - - Its a line fault contact your service provider, (unless you have a really old an old analogue cordless phone).
Regular clicking on phone line.
- - - Electric fence or exchange. Not your problem unless its your fence.
- - - Electric fence or exchange. Not your problem unless its your fence.
Could be anywhere. Try a working Analogue Telephone in the Test socket
No dial tone.
- - - Have you left a phone of the hook somewhere?
Crackling on phone line.
Crackling on phone line and slow broadband.
Phone not ringing.
Telephone Bell rings only once or twice.
- - - Is the battery is flat on the cordless phone ?
Noisey phone line.
- - - Is your router too close to the phone inducing noise into the phone line ? Seperate by 1 ft.
Phone bell rings continually (when it rings).
Buzzing on phone line.
Can't dial out. ( some lines require you dial a 9 or 0 first )
Phone is permanently engaged.
Whooshing sound on phone line.
- - - Hearing broadband. Make sure you have filters on ALL the phones.
Chirping on line ( RED CARE )
- - - Red care pos in conflict with broad band or faulty wiring. Regulary wired the wrong way round in the exchange causing problems.
- - - Have you left a phone of the hook somewhere?
Crackling on phone line.
Crackling on phone line and slow broadband.
Phone not ringing.
Telephone Bell rings only once or twice.
- - - Is the battery is flat on the cordless phone ?
Noisey phone line.
- - - Is your router too close to the phone inducing noise into the phone line ? Seperate by 1 ft.
Phone bell rings continually (when it rings).
Buzzing on phone line.
Can't dial out. ( some lines require you dial a 9 or 0 first )
Phone is permanently engaged.
Whooshing sound on phone line.
- - - Hearing broadband. Make sure you have filters on ALL the phones.
Chirping on line ( RED CARE )
- - - Red care pos in conflict with broad band or faulty wiring. Regulary wired the wrong way round in the exchange causing problems.
Definitely Your Problem. You are liable for the repair.
I Can hear them but they cant hear me.
- - - Usually the phone particularly cordless.
- - - Usually the phone particularly cordless.
Phone line faint I can only just hear them.
- - - Can be internal wiring odd legged.
- - - - Do you need a hearing test? Louder phones for the hard of hearing are available such as BT Big Button Phone. Most people are happier just turning on loud speaker.
- - - Can be internal wiring odd legged.
- - - - Do you need a hearing test? Louder phones for the hard of hearing are available such as BT Big Button Phone. Most people are happier just turning on loud speaker.
Phone line faint they can only just hear me.
- - - Custard in holes on hand set.?
- - - Custard in holes on hand set.?
Phone bell rings continually handset up.
Phone cuts off after a few minutes.
- - - Cordless batteries not holding charge.
- - - - Wrong type of battery, must be rechargeable NiMH not Alkaline.
- - - Cordless batteries not holding charge.
- - - - Wrong type of battery, must be rechargeable NiMH not Alkaline.
When I dial out I get the number you have dialed is not recognised.
- - - Pre dialer or Utility Warehouse pig. Not used any more - remove.
- - - - Some lines require you to dial 9 or 0 before the number.
- - - Pre dialer or Utility Warehouse pig. Not used any more - remove.
- - - - Some lines require you to dial 9 or 0 before the number.
Rings on primary socket not secondary.
- - - Bell circuit disconnected to improve Broadband. Use a BB filter.
- - - Bell circuit disconnected to improve Broadband. Use a BB filter.