Support FAQ

Your master socket

Your master socket is a white plastic box built into your wall, usually in your hallway or near your front door. It’s bigger than a normal phone socket because it’s the point where your external phone line comes into your home. It’s best to connect your router to your master socket.

You can use your master socket to troubleshoot problems with your internet, particularly if it has a test socket which can be found inside your master socket.

There are two types of master socket:

Standard master sockets have one port on the front. When connecting your router to a standard master socket, you’ll need to use a microfilter to stop your phone and broadband signals from interfering with each other. You’ll also need to plug a microfilter into every other socket you’re using.

Pre-filtered master sockets have two ports on the front. This means that your line is already split between your phone and broadband connection, so you don’t need to use any microfilters.

Not all houses have one, but if yours does, it’ll look like one of the images below:

Connecting to your test socket

Your test socket is inside your master socket. It lets you bypass the internal wiring in your house and connect directly to the phone line outside; making it the ideal place to test your internal wiring for faults.

If your master socket has a removable faceplate then it contains a test socket. If your master socket doesn’t have a removable faceplate, it won’t have a test socket (we don’t recommend forcing it to check).

Here’s how to connect your router to your test socket:

1. Carefully unscrew the faceplate on your master socket with a screwdriver.
2. Now gently pull the faceplate towards you.
3. With the faceplate removed, you’ll see the test socket on the right-hand side.
4. If you’re testing your router, plug a microfilter into the test socket.
5. Then plug your router’s grey broadband cable into the microfilter’s ADSL/DSL port.
6. If your connection improves whilst you’re connected to the test socket, then the problem is probably in your home.
7. If the problem continues, then there’s likely a fault in your local area.

1. If the problem is only on certain calls, it’s unlikely that your line has a problem. We’d recommend asking the person calling you to report the issues to their telephone provider.
2. Check your telephone or cordless base is connected to your telephone socket securely, it may have come loose.
3. Try another phone in case the one you were using is faulty. If you can, try a basic corded phone.
4. If you have a broadband service and you have a standard telephone socket, make sure you have a micro filter connected to every telephone socket that you’re actively using in the property. This will reduce noise interference on the line. You don’t need to use micro filters if you’ve got a pre-filtered socket.
5. Unplug all equipment including any micro filters from your telephone socket and test one telephone directly into the master socket. This is usually where the telephone line enters your property.
6. If you’re still having problems, please see our videos below on how to connect to the test socket.

Anonymous Call Rejection

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Caller Display

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Call Diversion

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Call Minder or Call Minder Plus

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Call Waiting

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Choose to Refuse

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Three Way Calling

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Reminder Call

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Ring Back

                If you’re having any problems using this service, please contact our Technical Support team on 0247 771 4322.

Try these steps:

Dial 17070 and check if you’re played back your telephone number. If it’s not your number, make a note of what is read back and contact our Technical Support team on 0247 771 4322.

If the problem is only on certain calls, it’s unlikely that your line has a problem. We’d recommend asking the person calling you to report the issues to their telephone provider.

Check your telephone or cordless base is connected to your telephone socket securely, it may have come loose.

Try another phone in case the one you were using is faulty. If you can, try a basic corded phone.

If you have a broadband service and you have a standard telephone socket, make sure you have a micro filter connected to every telephone socket that you’re actively using in the property. This will reduce noise interference on the line. You don’t need to use micro filters if you’ve got a pre-filtered socket.

Unplug all equipment including any microfilters from your telephone socket and test one telephone directly into the master socket. This is usually where the telephone line enters your property.

If you’re still having problems, please see our videos below on how to connect to the test socket.

If the damage to your telephone line is within your property boundary, then the issue should be reported to us, please give our Technical Support team a call on 0247 771 4322

Examples include:

Clips holding the wire to the house have rotted or come out of the wall external wires / cables are loose or flapping against the brick work

Wires / cables down across your property (that are not in a dangerous position)

Your contractors have cut down overhead wires/cables (that are not in a dangerous position) wires are pulling the fascia board away

Your contractors have dug up underground cable feeding your property

The wires inside my property are loose, messy, have been cut or damaged

The internal junction box is hanging off the wall or has a lid missing.

Safety issues

If any part of the BT Openreach network outside of your property boundary might be a danger to the public, you can let Openreach know by calling 0800 023 2023.

1. Check your telephone is connected to your telephone socket, it could have come out by accident or be loose.
2. If you use a cordless phone check that it’s charged.
3. Try another phone in case the one you were using is faulty. If you can, try a basic corded phone.
4. Unplug all equipment including any micro filters from your telephone socket and test one telephone directly into the master socket. This is usually where the telephone line enters your property.

1. Can you hear any tones when you press your telephone’s keypad? If you can’t hear anything there could be a problem with the keypad, make sure your phone’s set to tone dialling.
2. Check your telephone or cordless base is connected to your telephone socket securely, it may have come loose.
3. Try another phone in case the one you were using is faulty. If you can, try a basic corded phone.
4. If you have a broadband service and you have a standard telephone socket, make sure you have a micro filter connected to every telephone socket that you’re actively using in the property. This will reduce noise interference on the line. You don’t need to use micro filters if you’ve got a pre-filtered socket.
5. Unplug all equipment including any microfilters from your telephone socket and test one telephone directly into the master socket. This is usually where the telephone line enters your property.
6. If you’re still having problems, please see our videos below on how to connect to the test socket.

1. Check your telephone is connected to your telephone socket, it could have come out by accident or be loose.
2. If you use a cordless phone check that it’s charged.
   
3. Try another phone in case the one you were using is faulty. If you can, try a basic corded phone.
4. Unplug all equipment including any micro filters from your telephone socket and test one telephone directly into the master socket. This is usually where the telephone line enters your property.
5. If you’re still having problems, please see our videos below on how to connect to the test socket.

Your master socket

Your master socket is a white plastic box built into your wall, usually in your hallway or near your front door. It’s bigger than a normal phone socket because it’s the point where your external phone line comes into your home. It’s best to connect your router to your master socket.

You can use your master socket to troubleshoot problems with your internet, particularly if it has a test socket which can be found inside your master socket.

There are two types of master socket:

Standard master sockets have one port on the front. When connecting your router to a standard master socket, you’ll need to use a microfilter to stop your phone and broadband signals from interfering with each other. You’ll also need to plug a microfilter into every other socket you’re using.

Pre-filtered master sockets have two ports on the front. This means that your line is already split between your phone and broadband connection, so you don’t need to use any microfilters.

Not all houses have one, but if yours does, it’ll look like one of the images below:

Connecting to your test socket

Your test socket is inside your master socket. It lets you bypass the internal wiring in your house and connect directly to the phone line outside; making it the ideal place to test your internal wiring for faults.

If your master socket has a removable faceplate then it contains a test socket. If your master socket doesn’t have a removable faceplate, it won’t have a test socket (we don’t recommend forcing it to check).

Here’s how to connect your router to your test socket:

1. Carefully unscrew the faceplate on your master socket with a screwdriver.
2. Now gently pull the faceplate towards you.
3. With the faceplate removed, you’ll see the test socket on the right-hand side.
4. If you’re testing your router, plug a microfilter into the test socket.
5. Then plug your router’s grey broadband cable into the microfilter’s ADSL/DSL port.
6. If your connection improves whilst you’re connected to the test socket, then the problem is probably in your home.
7. If the problem continues, then there’s likely a fault in your local area.