Telecoms > Guides

7 steps to check what the problem is with your BT landline

Fred Isaac

Fred Isaac
Feb 28, 2017

If you’re a BT customer, you’ve probably had a problem with your landline.

But before you lodge your complaint with BT, here are seven DIY checks you should try first. 

Doing these checks could save you a ton of money by helping you dodge hefty engineer call-out charges. A call-out can cost up to £129.99 - now that's a fee I'm sure you want to avoid!


The Seven Steps:

1) Check everything connected to the telephone is properly plugged in. It sounds obvious, but also check the phone is plugged into the mains.

2) Check the fault isn’t with any extension sockets you’re using by plugging your phone directly to the mains.

3) Make sure it is not a problem with the handset by trying to make a call on another phone.

4) If you’re using a cordless phone, make sure it’s fully charged by checking the battery gauge on the handset and don’t stray too far from the range of its base station.

5) Does the phone use batteries? Check these don’t need recharging.

6) If you’ve got more than four devices connected, remove one and test the phone again. Too many in use can cause a fault.

7) Check for faulty equipment connected to your line by disconnecting everything (BT TV, alarm systems – the works) and then connect a phone you know works. If it does work, reconnect all of the equipment starting with your broadband router. Test the phone again each time you reconnect a device.

If you’re having a problem with your landline that remains unresolved publicise your issue on A Spokesman Said


What do I do if I still have a problem with my BT landline?

You can manage your BT line problems by logging into your BT account.

From there you can troubleshoot issues, report and track faults, test your line equipment and book an engineer visit.

When complaining to BT, arm yourself with your home address, your BT account number (you can find this in the top left corner of a recent bill) and any relevant information (such as how long the phone has been down for) before you begin so BT can look into your issue straightaway.

There’s a chance that it could be a problem in the area, and not specific to your device. Use BT’s handy Service Status tool to check service in your neighbourhood.

Remember: if you’re not satisfied with the service you have received, or if problems with your landline remain unresolved, use A Spokesman Said’s complaint tool to demand action and raise the profile of your issue.

For more advice and guides on telecoms issues, visit our Telecoms section.


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