We do our best to make sure that your telephone line remains active. But from time to time things can go wrong.

Sometimes the fault can be with your own equipment or wiring, which you’re responsible for. If we send an engineer to your property and find the fault isn’t with our equipment, we may charge you for the visit. These charges are detailed in our price list.

We’ve put together a few simple checks you should try before getting in touch with us.

First check these:

Is the telephone ringer on or loud enough?

Check the volume settings on your handset. Your telephone manual should tell you how to do this.

Is your phone properly in its holder or on the hook?

Make sure your phone is correctly placed into its holder or that your phone receiver is on the hook.

Are your phones connected?

Check all the wires from your phone socket to your handset are secure. You may want to disconnect and reconnect the wires to make sure.

Is the handset battery charged?

Cordless phone handsets may not work if they’re left out of their holder too long or their batteries run out of charge. Check the batteries or pop it back into the holder to charge it up. Take a look at your telephone manual to find out how to replace any batteries.

Is only one phone affected?

If only one phone seems affected by the problem, it might be that the handset is faulty or not connected securely.

Diagram of main phone socket with face plate removed revealing test socket

If those checks don’t work, it’s time to grab a screwdriver!

If the above tips don’t fix or identify your fault, try the following:

  1. Unplug all communications-related equipment from all their sockets. This includes your broadband router, any micro filters, satellite television and alarm systems.
  2. Plug a corded phone into your main telephone socket. This is usually located where the phone line enters your property. If your phone works when no other equipment is plugged in, this means that the fault is probably in one of the other devices plugged into your line. Plug each piece in one by one to work out which one is causing the fault. If, on the other hand, your phone is still not working please move to Step 3.
  3. This is where the screwdriver comes in! If your main socket has a horizontal line across the middle of it, unscrew the faceplate and remove it. This will reveal a test socket located at the bottom right as shown in the diagram highlighted in green. If you don’t have a test socket, please move to Step 4.
    Plug a working corded telephone into the test socket; this means you won’t use the internal wiring in your property to connect your phone. If your phone works using the test socket, it’s likely there’s a fault with your internal phone wiring. As this is your own equipment it’s your responsibility to fix and maintain. We advise contacting a qualified engineer or electrician.
  4. If there’s still a problem with your phone or you don’t have a test socket, please contact us to report a fault and we’ll arrange for an engineer to investigate.