Restart your equipment

  • Switch off your router for 30 seconds, then power it back up again.
  • You should also switch off your PC, Mac, smartphone or tablet then switch it back on again.

Check your Wi-Fi connection

  • Check that the wireless icon on your PC, Mac, smartphone or tablet indicates connection.
  • If the connection is weak, or regularly drops out, try moving your device closer to the router.
  • If you have an Ethernet cable available, try connecting a desktop or laptop computer to your broadband router using the cable and then re-test the connection. This will help to rule out a wireless issue as the cause of the problem.

Connect to the test socket

  • Locate the BT master socket – the socket where the line enters your premises from outside.
  • Detach the faceplate by unscrewing the screws.
  • If you have a single-port socket, another socket is revealed behind the faceplate. Connect your phone directly to this socket in the same way you would normally connect to the front of the faceplate.
  • If you have a two-port socket (with separate ports for broadband and telephone connections), after removing the faceplate you must also remove the plastic filter section beneath. Gently pull on this section to expose the rear test socket where you can connect your phone.
  • Once your telephone is connected, lift the handset and listen for dial tone. If there is no dial tone, or if you hear a noise like crackling, popping or humming, contact us.
  • If there are no noticeable issues with the telephone service, connect your broadband router to the test socket (using a standard micro filter) to see if this resolves your broadband connectivity issues. If it does, this could indicate a fault with, or damage to, your internal telephone wiring, particularly if you use your router on an extension.

Example BT master socket