How to check for faulty equipment

If your XLN phone isn’t working properly, you should check your equipment to see if it’s faulty. Follow these simple steps to see if you can diagnose the fault yourself.

Unplug everything

If you have more than one telephone on the line, or additional apparatus like a card payment machine, unplug everything and attach a corded telephone that you know is working to the main socket on its own. Likewise, if you also have broadband or a digital TV service on the line, make sure that you unplug this as well, along with any adapters and microfilters.

Once everything is unplugged and you’ve connected a working, corded telephone to the line, you’ll be able to tell whether the fault is with your handset or with the line itself. If the corded telephone that you’ve attached to the line via the main socket works fine, the fault probably lies with your line.

Rule out other equipment

XLN maintains your main socket, and often there are additional wires connected to the main socket which serve extension sockets or alarm equipment – all of which need to be ruled out as the cause of the problem.

To identify your main socket, check for a ‘BT’ or ‘Openreach’ logo. The master socket should also have a horizontal separation in the front panel, as shown in the image below. By removing the two screws, the lower section can be pulled away easily to reveal a test point inside the master socket – this is where you should connect a corded telephone to test if the line is working.

If the line works when using the test point then the problem is likely to be with your own equipment or wiring. However, if the problem persists after you’ve carried out the above checks, you should report the fault to us by calling 0808 178 5200 or request a call back.

For more information, check out the Faults section of our FAQs.

Phone Socket