Common Telephone Line Problems

Helpful tips to keep your line clear

There's no dial tone or crackling on the line

Firstly check your phone isn't faulty, you can do this by unplugging the phone from the socket and trying a different phone in the same socket. Also remember to check any extension sockets that you have in the same way. If you've done this and are still experiencing problems there could be damage to the wiring or phone socket. Please check that none of your other phones are off the hook.

Your phone isn't ringing/receiving incoming calls

Try these:
• Make sure the ringer switch on the side of your phone is in the 'On' position (it could have been switched off accidentally)
• Check the combined REN (Ringer Equivalence Number) value of phones plugged into the circuit
(main socket & any extensions) isn't more than 4
• Check that your Phone isn't faulty by trying another one in the socket

Avoid using 'Plug-in' telephone extension cables

A poor quality 'plug-in' telephone extension cable can increase interference on your line which will affect your broadband speed. A 'hard-wired' extension will be much better. If you have to use a telephone extension cable, use a new, high quality cable and with the shortest possible length. Tangled and coiled cables can cause interference.

Use the Master Socket

The master socket is the point in your home where the broadband signal is strongest, you'll get the best broadband performance and speed if you can connect your router it directly. It's usually installed close to where the telephone line enters your property (sometimes this will be in the attic or a basement). Most look like the one pictured: a split faceplate socket with two screws holding the bottom section in. Some older sockets are not split and the screws and socket will be in the middle. If you don't have a master socket (some older properties don't), don't worry. Try and connect your router to the socket that's closest to where the telephone line enters your property.