Summary: A helpful guide to fixing telephone problems, including noise or crackle on the phone line.

If you're having problems with your phone service, follow the steps below or watch our support video to find out what to do.

This guide will help you make sure your equipment is connected and working properly

To report a problem with your phone line, please contact our Support Team

Why should I check my equipment?

Our supplier is responsible for the repair of your telephone line up to the point where it enters your property.

This means they'll fix problems in the telephone exchange and on the line between the exchange and your property for free.

Your sockets and the things plugged into them can go wrong at any time, so it's a good idea to check your equipment before reporting a problem. This will prove that your equipment isn't the cause and it's much quicker for you to find and fix these problems than booking an engineer visit (which you may be charged for if your telephone line is ok).

What's the problem?

Before contacting us, we recommend checking your telephone handsets and sockets (why should I do this?).

Please note: If you use a cordless phone, make sure it's fully charged.

Click on the type of problem you're having and we'll show you what to do. If you can't fix it, we'll explain how to report a problem to our Support Team.

My Problem isn't shown in the list above

  • Unplug everything connected to your telephone line

  • Connect a working corded phone to your master socket (try each socket in turn if you can't find the master socket)

    • There's still a problem: call us or report the problem via the following Help Assistant path:
      Technical Support > Report a Telephone Fault

    • The problem is fixed: Your telephone line is ok, but there's something wrong with your wiring, filters or equipment. To find the problem, plug things back in one at a time. Each time you plug something in, check to see if it's still working

What to do if you have no dial tone

  • Unplug everything connected to your telephone line

  • Connect a working corded telephone to your master socket (try each socket in turn if you can't find the master socket) and try to make a call:

    • There's still no dial tone: call us or report the problem via the following Help Assistant path:
      Technical Support > Report a Telephone Fault

    • There's a dial tone: Your telephone line is ok, but there's something wrong with your wiring, filters or equipment. To find the problem, plug things back in one at a time. Each time you plug something in, check to see if there's a dial tone

What to do if your line is quiet or noisy

Does the problem only happen when dialling a certain number? If so, it's more likely to be the other line that has a problem.

  • Unplug everything connected to your telephone line

  • Connect a working corded telephone to your master socket (try each socket in turn if you can't find the master socket) and try to make a call:

    • It's still quiet or noisy: call us or report the problem via the following Help Assistant path:
      Technical Support > Report a Telephone Fault

    • It sounds ok: Your telephone line is ok, but there's something wrong with your wiring, filters or equipment. To find the problem, plug things back in one at a time. Each time you plug something in, check to see if the line sounds ok

What to do if you can't make calls

  • Try dialling with 1280 as a prefix (e.g. 1280 0800 432 0200), this will force the call to be made over our network

    If this works, your telephone line is ok, but there's something wrong with your calling plan. You'll need to speak to your call plan provider to fix the problem

  • Unplug everything connected to your telephone line

  • Connect a working corded telephone to your master socket (try each socket in turn if you can't find the master socket) and try to make a call:

    • I still can't make calls: call us or report the problem via the following Help Assistant path:
      Technical Support > Report a Telephone Fault

    • I can make calls: Your telephone line is ok, but there's something wrong with your wiring, filters or equipment. To find the problem, plug things back in one at a time. Each time you plug something in, check to see if there's a dial tone

What to do if you can't receive calls

This includes problems such as your phone not ringing, or only ringing once. Check your ringer - make sure it's switched on and test it by calling your number from a mobile.

  • Unplug everything connected to your telephone line

  • Connect a working corded telephone to your master socket (try each socket in turn if you can't find the master socket) and call your number from another line:

    • I still can't receive calls: call us or report the problem via the following Help Assistant path:
      Technical Support > Report a Telephone Fault

    • I can receive calls: Your telephone line is ok, but there's something wrong with your wiring, filters or equipment. To find the problem, plug things back in one at a time. Each time you plug something in, check to see if there's a dial tone

What to do if Caller Display isn't working

Please note: Caller display won't work if a number is unavailable (typically on international calls) or if the caller's withheld it.

  • Check the Call Features tab on your Telephone Control Panel and make sure Caller Display is part of your package. All features take 1 working day to add (in some cases it can take up to 3) so keep this in mind if you've only added it recently

  • Dial *#234# from one of your handsets and listen to the message:

    • It says that the service is disabled: Hang up and dial *234#, this should enable the service and fix the problem
    • It says identities will be displayed: Try another corded caller display phone on your line
  • Unplug everything connected to your telephone line, connect a working caller display phone to your master socket (try each socket in turn if you can't find the master socket) and call your number from another phone:
    • Caller Display isn't working: call us or report the problem via the following Help Assistant path:
      Technical Support > Report a Telephone Fault

    • Caller Display is working: Your telephone line is ok, but there's something wrong with your wiring, filters or equipment. To find the problem, plug things back in one at a time. Each time you plug something in, call your number from another phone to see if caller display is working

What to do if you're having problems with other call features

Please note: Check our Call Features Guide if you're not sure how our call features work.

  • Check the Call Features Tab on your Telephone Control Panel and make sure the feature you're having problems with is part of your package. All features take 1 working day to add (in some cases it can take up to 3) so keep this in mind if you've only added it recently

  • Unplug everything connected to your telephone line, connect a working corded caller display phone to your master socket (try each socket in turn if you can't find the master socket) and try to use the call feature you're having problems with:
    • The call feature still doesn't work: call us or report the problem via the following Help Assistant path:
      Technical Support > Report a Telephone Fault

    • The call feature works: Your telephone line is ok, but there's something wrong with your wiring, filters or equipment. To find the problem, plug things back in one at a time. Each time you plug something in, check to see if the call feature still works

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This page last updated 8th August 2011

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