My Broadband isn’t working
- Check your telephone line is working – pick up your telephone and listen for a dial tone or noise on the line
- If there is no dial tone (i.e. you are unable to make or receive a call), or if there is noise on the line, please see our Land Line Support as this may be the reason your internet is not working correctly. If your telephone line is working and is clear of noise go to step 3.
- Make sure the lights on your router are on. If not, check that your power cables are plugged in and switched on at the mains, and the router is switched on. If the lights are still not on, test the router using a different plug socket in a different room.
- If you have a standard telephone socket, you’ll need to make sure that any devices such as telephones, sky boxes, alarms etc. are connected via a microfilter on every telephone socket that you are actively using in the property. You don’t need to use microfilters if you’ve got a pre-filtered telephone socket.
- If this doesn’t fix the issue, please unplug all equipment from all your telephone sockets in your property. You should then connect your broadband router directly to your main telephone socket, this is normally located where the telephone line enters your property. (try not to use a telephone extension cable as it may impact your signal) Please see the set-up diagrams below, you don’t need to use microfilters if you have a pre-filtered telephone socket.
- If you’re still having problems test socket.
My connection keeps dropping out
- Check your telephone line is working – pick up your telephone and listen for a dial tone or noise on the line
- If there is no dial tone (i.e. you are unable to make or receive a call), or if there is noise on the line, please see our Land Line Support as this may be the reason your internet is not working correctly. If your telephone line is working and is clear of noise go to step 3.
- If you have a standard telephone socket, you’ll need to make sure that any devices such as telephones, sky boxes, alarms etc. are connected via a microfilter on every telephone socket that you are actively using in the property. You don’t need to use microfilters if you’ve got a pre-filtered telephone socket.
- If this doesn’t fix the issue, please unplug all equipment from all your telephone sockets in your property. You should then connect your broadband router directly to your main telephone socket, this is normally located where the telephone line enters your property. (try not to use a telephone extension cable as it may impact your signal) Please see the set-up diagrams below, you don’t need to use microfilters if you have a pre-filtered telephone socket.
- If you’re still having problems test socket.
My Broadband is slow
- Check your telephone line is working – pick up your telephone and listen for a dial tone or noise on the line
- If there is no dial tone (i.e. you are unable to make or receive a call), or if there is noise on the line, please see our land line support as this may be the reason your internet is not working correctly. If your telephone line is working and is clear of noise go to step 3.
- If you’re connected to your router using Wi-Fi, you should check if the problem still occurs with a device connected using an ethernet cable. If the problem only occurs on Wi-Fi please follow our Wi-Fi guide.
- If you have a standard telephone socket, you’ll need to make sure that any devices such as telephones, sky boxes, alarms etc. are connected via a microfilter on every telephone socket that you are actively using in the property. You don’t need to use microfilters if you’ve got a pre-filtered telephone socket.
- If this doesn’t fix the issue, please unplug all equipment from all your telephone sockets in your property. You should then connect your broadband router directly to your main telephone socket, this is normally located where the telephone line enters your property. (try not to use a telephone extension cable as it may impact your signal) Please see the set-up diagrams below, you don’t need to use microfilters if you have a pre-filtered telephone socket.
- If you’re using a computer, you can test the speed of your broadband by running a speed test, click here. Please run the speed test whilst your computer is connected to your router with an ethernet cable to give us a more accurate reading of what your actual speeds are. Running the test at different times of day will help us identify any patterns. The speed test will only work from a Mac or PC.
- If you’re still having problems test socket.
My Calling Feature isn’t working
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.
I need to report damage to my phone line
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.
I can’t make or receive any calls
- Check your telephone is connected to your telephone socket, it could have come out by accident or be loose.
- If you use a cordless phone check that it’s charged.
- Try another phone in case the one you were using is faulty. If you can, try a basic corded phone.
- 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.
- If you’re still having problems, please see our videos below on how to connect to the test socket.
I can’t make outgoing calls
- 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.
- 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.
I can’t receive incoming calls
- 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.
- Make sure your ringer is on and it’s loud enough to hear.
- 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.
I think I have a crossed line – I can hear other people talking
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.
My line is noisy or faint
- 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 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.
- If you’re still having problems, please see our videos below on how to connect to the test socket.