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Fault Finding + Repair Work

There are a number of faults that can affect your telephone/broadband service.  Below are some examples of faults on your telephone line;
  • No Dial Tone
  • Crackling noise
  • Bell not ringing
  • Bell constantly ringing
  • Bell rings once then stops
  • Incoming callers are greeted with a permenantly engaged tone

 

If you have a fault that is affecting your telephone/broadband service, your telephone line provider may ask you to disconnect your own wiring from the master socket, while they remotely test the line.  (see how to do this below).
The result of this test will normally determine whether the fault is their responsibility or yours. 
 
Usually your telephone line provider is responsible for the maintenance of the line between the local telephone exchange and your 1st socket (master) or where the line enters your property from outside.  Check this with your telephone line provider. 
 
Below is a picture of a typical BT type Master Socket;
 
 
 
 
 
Any wiring/sockets/apparatus that you may have connected after the 1st socket (master) are considered your own responsibility.  If the fault proves to be on your own wiring/sockets/apparatus, it is likely that you will be charged by your telephone line provider for an engineer to visit your house, diagnose and repair the fault. 
 
 
 
 
 
Disconnecting your own wiring/apparatus from the Master Socket;
 

 

 
 
 
 
 
 
1. Unplug anything that might be plugged in to the Master Socket
    (telephone / broadband modem etc)
 
2.  Unscrew the two screws
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
3.  Slide out the bottom half of the Master Socket
     
 
This should slide out towards you / away from the socket. 
If you have and phone extension sockets, the wiring will be connected to the back of this bottom half of the master socket.
    
 
 
 
 
 
 
 
 
 
 
 
 
 
 
The cable you can see is the cable that will run off to your first phone extension socket. 
 
In this picture the phone extension socket/s (your own wiring) are now disconnected from the Master Socket.
 
Your service provider will now be able to run a remote test.
 
As your own wiring/apparatus are not connected, the remote test will only be testing for faults on the network side of your line (service provider side).
 
 
 
 
 
 
 
 
 
 
 
 
Checking the Master Socket at the Test Point;
 
 
 
 
 
 
If you wish to check your telephone / broadband service yourself, you can do it at the Master Socket Test Point.
 
The Test Point is a standard telephone type socket highlighted on the picture.
 
Here is where you can plug in your telephone / broadband modem or both (using ADSL filter).
 
If your telephone / broadband service performs as normal here, then the fault / problem is likely to be on your own wiring / apparatus.
 
 
 
 
 

How to test at Master Socket with standard faceplate

 
 
 
 
 
If your fault has been proved to be your own wiring, sockets and/or apparatus, Home Phone Solutions can visit your home, diagnose the fault and carry out any necessary repair work.
 
Most faults can be diagnosed and in some cases even repaired within 1 hour.  A complex fault and/or telephone line with lots of extension sockets and cable/wiring runs can take a little longer to diagnose and repair.  Due to this, pricing for fault finding and repair is time related; 
 
£80 for the call out (which includes the first hour) then £40 per hour thereafter.
Any new materials provided to repair any fault/s may be charged additionally.
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