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Then you would need to talk with them, or ask on their forum, as it would not be possible to give you advice on another Service Provider`s connection, in case it was wrong, and you were faced with a visit charge.
The master socket and wiring is the property of Openreach, who work for all providers apart from Virgin Media.
If you cannot fix it, then either find a local phone technician, or ask your provider to arrange a visit from Openreach. I would expect a charge would be raised for that if its your fault.
there are plenty youtube videos or even searching google will show you how to wire a master socket
or get a local telecom emgineer rather than pay openreach