My dad has been having a problem with his landline. He is elderly and relies on his landline to stay in touch, and also has a medical alert system on it, so it needs to work reliably. It's started working again at the moment, but I don't have confidence in it, so thought I would describe the issue here to see if there are thoughts as to what might be going on. Thanks in advance! (I don't live locally to him, and it's really hard to try and troubleshoot these things remotely when they stop working.)
Last week, the landline stopped working completely - no dial tone, could not make or receive calls (callers just heard the line ring and ring). Broadband continued to work (most of the time, but did go off occasionally). It stayed like this for several days. The automated BT fault finder found no problem.
There are two phone sockets in the hall:
What made everything start working again was when I plugged a handset directly into the openreach socket. Even after removing that again, things are still working.
Does that make sense to anyone?
Should I switch everything over to the openreach socket? It's not located in as convenient a position as the old socket, and has never been used for anything - the existing connections using the old socket have worked fine for many years. (There was a fault out in the street a few months ago that was fixed with engineering work.)
I would try the new master socket and if that works ok then problem could easily be the extension socket and not the actual line. Extension sockets are. Customers responsibility
Hi @gmorristb and welcome to our community.
Sorry your Dad is having problems with his line. I think @imjolly is correct here. It sounds like there's a problem with the extension as everything is working at the master socket. We can arrange an engineer visit but it would likely be chargeable due to fault being with the extension. Let me know if you wish to proceed with that.
Thank you both. Some comments/questions:
I guess I will leave things as they are for now, and if it stops working again switch to the newer socket, and if there are still issues request an engineer visit. Thanks!
If openreach made the socket changes then the new socket will be the master and the other now extension. They would not make 2 masters on the same line.
It is possible for broadband to work on a socket when the phone does not. The phone needs both incoming wires connected whereas broadband will work with only 1 wire connected albeit slower than normal