Phone Line Fault Checking Procedure

PSTN Lines

If you think there may be a fault on your phone line, you can rule it out with our handy line checking routine. You can find out if it is caused by either internal wiring or by a customer’s failed equipment. This can be done before contacting BT Openreach (who maintain the network for all providers).

Checks to perform prior to logging a fault

1. Unplug all phones and equipment fromall telephone sockets including:

  • PCs
  • Faxes
  • Modems
  • Satellite TV digiboxes
  • Micro-filters
  • ADSL modem or router

Plug a working, non cordless phone into the main phone socket (this is usually where the phone line enters your premises). Try to make a test call. If you can make calls, the fault is likely to be with one of your pieces of equipment.

Plug in your pieces of equipment one by one. Make a test call each time you plug in a piece of equipment. This will enable you to identify which item is causing the problem. To fix it, read the manufacturer’s manual or get in touch with your supplier.

Test the wiring

If you still can’t make a call from the main socket, give the wiring a quick check.

1. If your main socket looks like the picture below, unscrew the 2 small screws and slide out the bottom half of the face plate. You’ll see a test socket on the right-hand side.

Master phone socket with screw driver attacking

Business phone socket

2. Plug the phone into the test socket as shown in the picture below. Make a call to test if the line rings once and stops, or doesn’t ring at all.

Master phone socket open

Master phone socket open

Note: If your main socket looks like the picture below, contact us

Extension socket

Extension phone socket

If you can dial out at the test socket, the fault is likely to be with your internal wiring. You could attempt fix this yourself (although we would only recommend this option if you have prior experience), or contact your telecoms maintenance company, although they will charge for this if you’re not covered by a warranty.

If you can’t dial out at the test socket, the fault is likely to be with the line and you’ll need to report it to your telephone service provider.