Master Soctet, Mine or BT's

[SandyMM]

Hi Every one,

Simple question, is the master socket inside the house my equipment or BT's?

I've been having trouble with a crackly phone line and broadband that keeps dropping out. Tried 3 ADSL filters, a new phone and new modem router, no difference.

Contacted my broadband provider, they said it sounded like an issue with the line.

BT/Openreach technician visited and ONLY changed the face plate on the master socket, (I've lived here for 29 years and house was new when i moved in so it's the original socket) and I've now been charged £180. So now the phone line no longer crackles, and broadband doesn't drop out, but my broadband is horrendously slow, (download slower than my upload speed).

Had a computer tec guy come to set up my new router, and slow broadband speed affected my phone, his phone and my laptop (both on wifi and using an ethernet cable), so I'm guessing it's not a fault with any of the devices using the wifi,

So, is casing on the inside Master socket my equipment or theirs? I kinda object to paying £180 for a new face plate,  and an issue that's worse than before the BT guy visited.

Many thanks,

[Keith_Beddoe · Accepted solution]

@SandyMM 

It has nothing to do with BT, its Openreach that provide the network.

You need to contact your broadband provider to get this sorted, as this is a BT Retail customer forum, and cannot help customers of other providers.

[SandyMM]

Ok, many thanks for your comment regarding BT/OPENREACH

When you've not had a problem with your phone line/broadband supply before, it can be hard to tell who is responsible for what nowadays. 

Will get on to Openreach then, and for sure, I'm chasing this up through my broadband supplier.

Sandy

[licquorice]

You can't contact Openreach directly, it needs to be done via your ISP.

[iniltous]

Presumably you don’t use BT as your provider so as already pointed out , it’s nothing to do with BT.
Master sockets are Openreach property/ responsibility but the detachable lower part ( the consumer panel ) is where the consumer can attach extensions etc, and these are not OR responsibility.
If you had ‘issues’ you should remove the lower section ( this will disconnect extensions etc ) and plug directly into the test port that becomes visible when the bottom section is removed …if the problem goes away the issue is within the property and not upto Openreach to fix , but if someone requests a visit and the issue is ‘internal’ then OR charge the the Telco , generally they then charge their customer for the unnecessary visit, because OR charge the Telco.
If you feel the charge is unfair, and BT are not your provider, then ( obviously ) it’s nothing to do with BT , as already stated , you cannot contact OR about this ( Openreach didn’t charge you anything , they can’t, they don’t send out bills to consumers ) , it’s your provider you speak to.