We have recently changed over from Sky to BT for broadband and telephone. While with Sky we had a working landline downstairs and upstairs.
While waiting for an e-mail advisising me that I was good to go with setting up the broadband, an engineer actually arrived at the door and advised that there had been a problem with the line and he proceeded to set up the broadband for us.
Both the broadband and downstairs landline have been working fine since the set up but the upstairs landline is no longer working. Is it the responsibility of BT/Openreach to fix this as it seems possible the connection was lost during the set up or is there something additional I can do to fix it?
After calling BT they told me they are only responsible for the master socket but they have referred it to Open Reach - has anyone else had this problem?
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when you say 2nd line was the conenction upstairs just an extension of the socket downstairs which is the actual master socket? if it is any internal wiring is reponsibility of homeowner from your description sounds like the engineer has just not reconnected the upstairs extension wiring in master socket
Welcome to this user forum.
If the upstairs phone socket was an extension, then that may have needed to be disconnected to make your broadband work. Unfortunately extension wiring is the respossibility of the customer.
Did Openreach change the master phone socket, if so, which one does it look like now?
I think that is the second one, does it have clips on the side, and was it fitted when Openreach visited?
Yes- that's the one.
It was fitted by the Open Reach engineer.
The wiring to the extension, should be connected to the block underneath the bottom section, as shown on this picture NTE 5C extension terminals
Its possible that its been forgotton. If so, you just need to reconnect it yourself.