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My phone's working but there are noises/static on the line. Could this be due to a fault?

It's possible, but there are a few other reasons why your phone line could be noisy. You can try fixing many problems yourself, saving you time waiting in for a visit from our engineer.

Here are some easy things you can check:


Do you have a cordless telephone?

If you have a cordless phone, it may not be fully charged or the batteries may be flat. Please check your phones user guide.


Do you have Broadband on the line?

If you have broadband and the noise you are experiencing is a hiss, check that every piece of equipment connected to your line has a micro-filter connected. This includes all phones, satellite television digi-boxes, faxes, etc. Without micro-filters you may get interference on your voice calls and/or problems with your broadband, including low speeds and disconnection's.

If you have Broadband from us, check your installation guide which came with your Welcome Pack, or try our Broadband Help pages.


Does the noise happen on all calls or a call to/from one particular number?

If you get the noise on one particular number, it's likely that the other number has a service problem.


Does the noise happen at a specific time of day, or under certain conditions, e.g. windy weather?

If it's related to weather conditions, there could be a fault on the line, however please follow the equipment and extension wiring checks below, to make sure they're not the cause of the problem.


Do you get the noise on all telephones or just one?

If it's only on one telephone, it's probably not a problem with your line, as the telephone could be faulty. Please follow the equipment checks below, to see if they're the cause of the issue.


Check for a fault on your telephone equipment

Please note: If you have an old style telephone that can't be unplugged, you won't be able to try these checks, so you'll need to report a fault online.

  1. Unplug all telephones, faxes, PC's, routers/modems, satellite television digi boxes, extension leads, adaptors and double adaptors from all your telephone sockets.
    If you have broadband, don't forget to unplug all micro-filters and your router or modem from the telephone sockets as well, as these may affect your telephone line - There shouldn't be anything left plugged into your telephone socket.
  2. Take one working corded (not cordless) telephone and plug it into the main socket. The main socket is usually where the telephone line comes into the premises. If the line is now quiet, your telephone line and any extension wiring are likely to be ok and the problem may be with one of your pieces of equipment.
  3. Test each piece of equipment by plugging them back in one at a time. Check for a noisy line. If one piece of equipment causes a noisy line, it might be faulty. Leave this piece of equipment unplugged and refer to any product manual supplied with it or contact the supplier.
  4. If you've checked all the equipment and you still have a problem, follow the steps below for checking your own extension wiring.
    If you don't have any extension wiring, you'll need to report a fault online or contact us.

Check for a problem with your own extension wiring

If your problem still isn't fixed, we now need to check if your own extension wiring could be causing the problem:

  1. If your main socket looks like this socket, with a horizontal bar across the front template:

    BT phone Socket

    Carefully unscrew the 2 small screws and the bottom half of the faceplate should pull out. On the right hand side is a test socket. This connects you directly to the telephone line and bypasses any extension wiring you may have.
  2. Plug a working corded telephone into the test socket as below and see if there's still a problem, by making test calls from the telephone:

    opensocket

    If your main socket doesn't have a horizontal bar across the front and looks like the picture below or something else:

    Master socket

    You can't unscrew the face plate and you'll need to report a fault online.
  3. If there's no noise coming from the test socket, your internal wiring could be faulty. You now have the choice of repairing the wiring yourself or contacting a telephone maintainer, who is likely to charge you unless the wiring is covered by a warranty.
  4. If you're still getting the noise at the test socket, there could be a fault with the telephone line and you'll need to report this to your telephone service provider.
    If this is us, you can identify, fix, report and track faults online at the Repair Centre or contact us.

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