Master socket works, even new faceplate does not

[GillE]

Hi - hoping someone can help - we've just moved into a new house and the phone works through the test socket in the master socket fine, but will not work through the faceplate. BT's help suggested this was a fault of the equipment, so I bought a new master socket and tried the faceplate supplied with that and I still can't get a dial tone through the new faceplate. It's a double socket and I will need it for 'broadband' internet as well.

Is there something daft I'm missing?

[imjolly · Accepted solution]

did the new master socket come complete with a new backplate?  if so you could try replacing existing backplate and reconnecting incoming cable to terminals A&B on back of backplate and see if that works

[Starwire]

Chances are the backplate is a screwed to tightly to the flush mounted back box.

Common issue with NTE5c’s. Try loosening the two backplate screws and then putting the front plate on to see if it works.

[Devon_Dave]

Is there any wiring attached to the front plate? 

[GillE]

Thank you - to be honest I'm not sure if it was this or Devon Dave's suggestion of replacing the back plate which worked, but we're now up and running.