Can't receive calls, phone doesn't ring or rings once and then stops
Please check that the ringer on your phone's handset is switched on, deactivate call divert if on and the volume's turned up. Then test it by calling your number from another phone.
Once you've done that, try these steps.
Unplug everything that's plugged into your phone sockets, including a TV provider box and other equipment
Plug a corded phone into the master socket (the master socket is the first socket where the phone line comes into your home)
Try to call your phone from another phone
If that fixes the problem, there's no problem with the line itself: the problem's wiring, microfilters or your equipment. To find out which is the culprit, plug in one device at a time and check for a dial tone.
If you're still having the same issue after following the steps above, please report a problem to see if there's a fault at the exchange.
Different types of master sockets
Connecting to your test socket
A test socket is inside your main phone socket. Using this allows you to bypass any internal wiring you may have in your house and connect directly to the outside line.
Main phone sockets that have two ports or one port with a horizontal line across the front contain a test socket.
Main phone sockets that have one port without a horizontal line don't have a test socket. If this sounds like yours, please don't try to unscrew the faceplate.
Here’s how to connect your router to your test socket:
Begin by unplugging all of your connected devices to your phone sockets. This includes adaptors, modems, and extension leads. If you have broadband, don't forget to unplug all connected microfilters, hubs, or router from the phone sockets.
Locate the main socket, which is usually located where the phone line enters the property. As shown in the images, it has a horizontal bar across the front template.
Carefully unscrew the faceplate on your main phone socket with a screwdriver. If your main phone socket doesn't have screws, squeeze the sides of the faceplate to detach it. This now connects you directly to the phone line, bypassing any extension wiring.
Now gently pull the faceplate towards you.
With the faceplate removed, you'll see the test socket inside. It looks similar to the phone port on the front of your main phone socket but without the sliding cover.
If you're testing your router, plug a microfilter into the test socket.
Then plug your router's grey broadband cable into the microfilter's ADSL/DSL port.
How do I report a problem?
To report a problem please complete this form. This will come through to the support team to investigate for you, who will be in touch as soon as possible.
How do I stop nuisance calls?
With our free calling feature Caller Display, if your handset has a suitable display you can see the person who is calling you before you pick up the phone. If you are unsure of the caller, just hang up.
Our 'Choose to Refuse' is a free service that gives subscribers the ability to ‘block’ 10 specific telephone numbers from calling you. The caller will be informed that the number they are calling is not accepting calls via a message.
These useful links will also give you advice and information on how to tackle nuisance and scam calls.
