Why aren't my calls working?

We're sorry that you're having phone issues. Here's our step-by-step guide to sorting it out.

First of all, test whether this is an issue with one of your landline phones, or all of them.
Issue with one of my landline phones
  1. Find the phone that doesn't work and physically unplug the cord from the wall
  2. Find a working phone, and unplug that from the wall too
  3. Plug the non-working phone into the wall plug that the working phone was using
  4. If you can now hear a dial tone, your issue is with the original wall jack. If the phone still doesn't have a dial tone, then the phone or the cord is broken
  5. If the latter, try using the working cord from your working phone with the original phone. If this gets your original phone working, you just need to buy a new cord
  6. If the wall jack is faulty, you'll need to buy and install a new wall jack. You can either do this yourself or pay for a technician to do it for you
Issue with all my landline phones

If this is the case, try carrying out a test socket test. Your test socket bypasses the internal wiring in your house and connects directly to the Openreach line outside. It therefore can help identify whether there's an internal issue with your home wiring, or instead a fault in your local area.

You can find your test socket inside your master socket. The master phone socket is the main socket where the phone line enters your home, usually found in the hallway near the front door.

Master sockets that have two ports, or one port with a horizontal line across the front, contain a test socket. But if your master socket has one port without a horizontal line, then you don't have a test socket; if so, please don't carry out the steps below.

To connect to your test socket:

  1. Carefully unscrew the faceplate on your master socket with a screwdriver. Or if your master socket doesn't have screws, squeeze the sides of the plate to detach it
  2. Carefully and slowly pull the faceplate towards you
  3. You'll now see the test socket inside. It will look like the port on the front of your master socket but without any sliding cover
  4. Plug your phone into the test socket
  5. After connecting the phone, pick up the handset and listen for a dial tone
  6. If you can hear a dial tone, then something is wrong with your house's wiring. You will need an electrician to fix this (or do it yourself, if you have the necessary skills)
  7. If you can't hear a dial tone, contact us, since something is wrong with the external equipment or wiring