Are you a BT Retail customer? as this forum is for BT Retail customers.
It could be that the phone socket currently in use is the Master socket if the property used to have more than one line.
The property should have it's own dedicated line, unless a DACS unit was used. However broadband shouldn't work if a DACS unit is on the line.
To upload a picture you need to click the "Tree" icon when creating a post and then browse for the image you want ot upload.
Can you post the picture of the socket ? Not sure if you can do that from a mobile.......(in the reply box, there is a small picture of a tree........)
Oops......sorry Jac95......great minds think alike......
Haley . If the house is split in 2 and your part doesn't contain the original line in master socket. Then you might have to pay an installation charge. It depends if the other tenant in the other part of the house has a line installed--USING EXISTING external O/H wiring and UG pair. If not the O/H could be diverted to you . The BT engineer arriving on-site would advise.