Where a line has no dial tone there are a couple of very simple steps which must be completed prior to raising a fault to support.
a) Ensure that you have tried an alternative handset and cable.
It is important that we are not going to be raising a fault relating to your own equipment. Openreach would charge for a visit which is deemed to be outside of their control or equipment. Their responsibility lay with everything upto the master socket.
b) Connect the handset directly into the master phone socket and not through an extension lead or slave socket. The master socket is normally found nearest to the front door of the building.
A common source of faulty lines is often attributed to extension leads. To ensure that your fault isn’t related to a non-BT maintained cable replace the lead from your phone, and ensure it’s plugged into the main master socket.
c) Some phone sockets have a front plate which is removable. Behind that this plate is a test socket which should be tried. This can help rule out issues with the master socket itself.
You may need to unscrew the front of your master socket to complete this check. Behind the removable panel will be another socket to connect the phone to. If the fault is still present please escalate this. We do appreciate that not all customers will be able to complete this last step, so if you remain confident this isn’t your equipment then continue to contact our support teams with details of the issue and the confirm the steps you have completed.
When raising a fault to our support team please make sure you can quote the following details:
- Summary of the fault condition
- The steps you have taken to diagnose the fault as being outside of your direct control
- Contact name and number for someone who can be contacted by Openreach if necessary
- Confirmation of opening hours (eg Monday – Friday, 09:00 – 18:00)
- Do you require your calls to be temporarily diverted? If so what number do you want them diverted to?