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Keith_Beddoe
Distinguished Sage
Distinguished Sage
872 Views
Message 11 of 23

Re: phone problem

Try 1470 17070 as your number may be withheld.

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jac_95
Guru
Guru
870 Views
Message 12 of 23

Re: phone problem

OK. Please follow the steps below:

 

1) Check your line by using BT Line Fault Checker <click to open>

2) If you have master sockets look like the one on the left in the picture below then follow step 4

bt-master-socket-old and new.jpg

3) If your master socket looks like the one on the right then carefully unscrew the bottom half and attach your phone to the test socket inside.

 

Then ring 17070 and choose option 1 (ring back). If the automated system ring you back in test socket then could be an internal wiring fault. If it still doesn't work then could be a fault in BT's network somewhere. Please go to bottom of post to see how to report  fault.

 

4) If your master socket looks like the one on the left then?

4a) Do you have anything that looks like this? (picture below) IF not continue to 4b

 

4b) If you have a master socket with no horizontal groove and you don't have a box outside like the picture above then, Unplug everything from your line. This includes telephones, faxes, broadband equipment, satelite TV boxes, house alarms and adapters.

Now test a phone, you know works, in the main master socket in your home. Ring 17070 and select option 1 called ring back. If it rings you back then it could be faulty equipment inside your home that was preventing the phone from ringing. If it still doesn't work then could be a fault in BT's network somewhere. Please go to bottom of post to see how to report  fault.

Does it still not work?

 

Do you have any extension phone sockets?

 

How to report a telephone fault

call 0800 800 151


jac_95 | BT.com Help Site | BT Service Status
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gen11
Aspiring Contributor
851 Views
Message 13 of 23

Re: phone problem

I did this calls have been divert to my mobile and this rings but not the other phones.

 

"keith"

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
842 Views
Message 14 of 23

Re: phone problem

You must have requested a free divert while the fault is investigated.

 

All you can do is check the progress of the fault here

Fault reports and progress

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gen11
Aspiring Contributor
836 Views
Message 15 of 23

Re: phone problem

I think the person I spoke to offered to divert my calls, is this a common problem? how can they check the faulty without entering the building? and if they find the problem within the building will I be charged to replace the unit?

 

"Keith"

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
831 Views
Message 16 of 23

Re: phone problem

Follow the instructions here

Fixing phone faults

 

And look at what has been posted by jac_95 in this thread.

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gen11
Aspiring Contributor
818 Views
Message 17 of 23

Re: phone problem

No fault found on line, I have looked at the above post I have the old type box on the left. I have also checked my phone, new phone plugged in and still doesn't work.

 

"Keith"

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
809 Views
Message 18 of 23

Re: phone problem

Then there is nothing else you can do, apart from wait for BT to arrange repair with Openreach if needed.

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gen11
Aspiring Contributor
776 Views
Message 19 of 23

Re: phone problem

Thank you all for your help, hopefully BT will sort the problem soon.

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gen11
Aspiring Contributor
758 Views
Message 20 of 23

Re: phone problem

Engineer coming today hopefully problem will be sorted and I wont have to pay.

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