BASIC BROADBAND CHECKS
To avoid unnecessary charges from BT we ask that you perform basic checks on your equipment before logging
Please complete the following checks on your equipment to eliminate your equipment being at fault.
Once these checks have been completed we can investigate the issue and raise faults to our upstream provider
as well as book BT engineers if necessary.
If you fail to complete these checks and a BT engineer is sent to site and it is found out that the fault is down to
your equipment or cabling you will be liable for a charge from BT.
Basic Checks to complete
- Check PSTN line for interference (dial 17070 and choose option 3 for silence test).
- Test from BT master socket, and if socket is of type NTE5, test using socket underneath outer plate.
- Check all cabling and try using alternate filters.
- Try with alternate router if possible.
- Check Firmware version of your router ensure it is latest version.
- Replace the DSL filter.
- Check all cables are securely seated and away from any source of electrical interference.
- Test using the router connected directly to the BT master socket, with only the router and one PC on the
- If the socket is of the type NTE5 where the bottom half of the faceplate can be removed by unscrewing
2 small screws, do so and test using the test socket underneath the faceplate. Please note that BT
considers that CPE begins with anything to the customer side of this test socket, which can include a
- Connect an analog phone to the DSL socket and dial 17070 choosing option 3 for a silence check of the
line - it should be silent, any hiss or crackle suggesting a PSTN line fault. This will need to be raised
with your PSTN line provider (BT).
- Try an identify any pattern to any fault - time of day, if anything else is happening at the same time eg
cleaning using industrial equipment.