If you're having a problem with your phone equipment, there are a few simple checks you can do to try to find out what's wrong. Watch our video to find out more.
Got Digital Voice as your home phone? Please review this Digital Voice fix a problem page.
Quick checks
A few checks you can easily do before calling the helpdesk if you’re having problems with your phone line. Making these quick checks could fix the problem straight away, saving you from having to call us. They might also help you avoid paying any unnecessary engineer call-out charges.
Firstly, it’s important to check that your setup or equipment isn’t causing the fault.
- Check that everything connected to the telephone socket is firmly plugged in.
- Check that your equipment is properly connected to the mains electricity if necessary.
- If your device uses batteries, do they need changing?
If you’ve identified that your telephone socket looks like this
Or the socket you have fitted is a non-standard socket, you’ll need to unplug all equipment connected to every telephone socket in your home. This includes:
- All other telephones.
- Answer machines.
- Double adapters.
- Digital TV boxes.
- Broadband micro filters.
- Any plug-in extension wiring.
- Anything else you’ve connected in the past.
Now, plug a telephone into your Primary socket and try your connection. If you still have no service, try a second phone to rule out the phone itself as the cause.
These steps should help you troubleshoot any potential issues with your phone line in your home.
If your phone socket looks like one of these
Please remove the face plate by undoing the two screws
Then gently pull the lower part of the face plate forwards – pull gently as any extension wiring is connected to the rear of this face plate.
If your telephone socket had a broadband accelerator connected, or you have an infinity Broadband socket, you will have an additional piece to remove.
On the right-hand side you’ll find a test socket, connected a telephone – preferably a corded phone – directly to the test socket.
Now, try your connection again. Using this test socket has disconnected all internal wiring and devices, so if your service is working now, it means that something in your home was causing the problem. You’ll need to check out all the telephone extensions and any devices connected to the telephone line one by one, to find the piece causing the problem.
If you’re still having an issue, please contact us by reporting it and we’ll work to resolve it as quickly as possible.