No dial tone/power to master socket but infinity s...

Monday afternoon we had a phone call on the line to let use know the Sky engineer was on his way to fit a new HD box, we then had a storm hit for around and hour. At 5pm we went to make a call and our cordless phones (fitted to diy extension) had no dial tone. We then went and put the phone base station in to the master socket that has the new infinity faceplate on it. Plugged into the bottom slot and no dial tone We then went out and purchased a £10 corded phone and plugged into the slot on the master socket, no dial tone and no power being supplied to the hand set to operate memory functions/lights etc etc Strange thing is Infinity still works fine.
Called up to log an engineer visit and told that if the fault is found with my wiring it will cost £130 :/ am I right in thinking that everything coming into the house and terminating at the master socket is BT's responsibility ? and the fact that I have had 2 phones hard wired into the master socket as evident that it is the socket or cab thats at fault?
Just want to check this as every email/phone conversation/text message, keeps saying it will cost me £130 if no fault found or with my wiring.
And £130 for a call out is a bit steep if there was no fault ! or is that just me?
Solved!
Go to Solution.

Engineer has been and gone ! says it is a problem with the Infinity socket, when he takes it off he can get a dial tone but when he puts the face plate back on we lose the dial tone again. He said he will have to get an Infinity engineer out, could be today but might not, which means Monday or Tuesday
Does not look good after my last BT experience......
http://community.bt.com/t5/BT-Infinity/Customer-Service-DOES-NOT-EXIST/m-p/157427#M3551

Similar Messages

Relocate Master Socket with Infinity Installation

Hi
Our BT master socket is located in the porch / hall area with no access to power sockets.
When I upgrade to Infinity, I'd like the engineer to relocate the master socket to the living room (with access to power sockets, TV etc.). I'd also like the engineer to re-route the external wiring so that the wire enters the house in the living room.
Seems like a reasonable request to me – but I'm keen not to be charged.
Any advice is welcome. Many thanks

An Openreach engineer may reroute your external wiring but I doubt it if it is a contractor. Moving the master socket inside will normally be carried out no problem by an Openreach engineer but again if you get a contractor he will probably not or be reluctant do it.
Contractors are paid a set fee per install and as a result will not do any more than they have to and want to be in and out as quickly as possible. All you can do is ask at the time or if you want to guarantee that it will be moved, pay for it to be done.

Infinity Works No Dial Tone

Hi
I have a fault with my Infinity faceplate, infinity works fine but I have no dial tone, I reported this to BT yesterday and followed it up with a call this morning to explain that I have dial tone at the test socket but not after slotting in the infinity faceplate
After 10 deifferent people I have been left in the following situation
Because the line is OK and I get dial tone from the master test socket , BT are quoting £130 to replace the infinity faceplate, no matter how many times I explain that the fault is with the opeanreach equipment they insist that it's a fault in my premisies beyond the test socket so I am liable to pay for the repair.
Please help, the last person I s[poke to told me to buy a new one, I don't understand why I have to buy a new faceplate which is part of the BT service.
Regards
Nigel

All they are going to do is run a test from their side of things and if no fault shows up then they say what ever the system shows them. £130 is provisional as they are being called out for unknown reasons (even if you know what the cause is) In all honesty i'd reccomend the mods on here and seeing if they can help in any way.
If this answer has helped please mark it up

I only got dial tone but can't dial local number

Hi All,
We are upgrading our existing Cisco 3640 router with two nm-2v's with three e&m voice cards) to Cisco 3725 router from the central site( running configuration attached). The remote site uses the same 3640 router.
Before the migration, our VoIP connection from two sites works fine. Both sites used Cisco 3640(two nm-2v's and three e&m voice cards).
After we migrated the central site to Cisco 3725 router( one nm-2v installed with two e&m voice cards) using the same parameters on the Cisco 3640 router, we can only get a dial tone to the remote site but can't connect to the local number. We are using IOS Voice on the Cisco 3725 router(central site) version 12.3(8)T3.
Attached are the running configuration for the Cisco3640 and Cisco3725 router.
During the migration we have verified that the Analog E&M Hardware is recognized by the Router using the IOS Voice software by issuing the show version command .
We have also verified that all voice ports are active and verified the E&M signaling type, Audio implementation, Start dial supervision and dial method by issuing the show voice port command. The show voice port command was issued after configuring all the parameters mentioned. This parameters are based on the current config of the Cisco 3640 router to communicate to the PBX.
We have assumed the wiring arrangement between the PBX and the voice gateway(Cisco router) to be OK, since it is already running using the Cisco 3640 router.
We have also verified that the Cisco 3725 router is communicating with the PBX. By issuing the "debug vpm signal command", the supervision signaling or the on-hook/off-hook signals are being transmitted between the PBX and the router by lifting the phone handset and dialing the extension number of the remote site. But we only got a dial tone but could not dial the local number.
We have checked if the Cisco 3725 router is sending and receiving digits to and from the PBX or if the address information (DTMF digits or Pulse Dial) is being passed between both ends by issuing the "debug vtsp dsp command". But unfortunately the router debugging output shows no signs of digits being send and received between the two devices.
With this, are there any issues that we need to consider on the cisco 3725 before migration? Our data connection and dial-up for remote users works fine. Only the VoIP link to the remote site.
Hope you can provide inputs on this problem.
Thanks,
udimpas

Ok thanks. I did try the online help. Initially got a very helpful young women who then transfered me to a thoroughly unhelpful man who just said i should wait for the engineer and there was nothing they could do.
Well the engineers turned up mid morning on friday. Turns out the dial tone i was getting was the previous owner's line that had been blocked when they left. the engineers attached a new bt box, then had to go to the exchange to connect my number, then back to my flat to test. all sorted but seems totally unneccesary. shouldn't this have all happened as part of the activation process and not involved me taking a half days holiday..oh well

Is it possible to re-locate my master socket for i...

I want to get BT infinity in my home but there are no power sockets near my master socket.
My question is: Will it be possible to re-locate my master phone socket to upstairs near where my current router is and where there is power sockets?

Common misconception.
You do not need power sockets next to your master socket.
They will route a new Cat5 cable from the master socket upto 30metres away. Wherever you want your router is were you need power points.
They can convert an existing extension into the master socket but that will all depend on the quality of the extension.
The BT engineer that fits the extensions are VERY helpful and will suggest the best route for your connection.
On the installation date, just ask, and you will usually get.
If I helped, then consider clicking the star to the left

BT Infinity / Master Socket

Hi,
Last week I had BT Infinity installed, but having done some reading around I'm slightly concerned by the work that was (not) done, and thought I'd post this for some advice.
I used to have an ADSL Nation NTE5 faceplate, from which I had wired a telephone extension. I also had my ADSL router connected via a 5m (or so) RJ11 extension cable, as my master socket is nowhere near a power socket.
While the installer was there, I asked about moving the master socket but he indicated that I'd have to pay BT to have this done (though he actually recommended I look for a local contractor who could do it much cheaper). I've since heard that some rather more helpful installers have done this work as part of the job! Perhaps the fact that mine was the last of the day meant he just wanted to get away early...
In the end, he reused my RJ11 extension cable to connect my BT Openreach modem to the master socket, but I'm concerned that this isn't a good idea and should actually have been done using CAT5e? I asked about running an extension from the master socket to be able to connect the OR modem elsewhere in the house and he indicated that this is possible. Subsequent reading around suggests this isn't possible though, and you can only run telephone extensions from the new faceplate?
Does anyone have any advice? My ideal scenario would be to have the OR modem in our utility room (used to be the garage), and to probably connect the Home Hub via powerline - or CAT5e - from somewhere more central in the house.
Thanks in advance - I'm more of a software guy, so this isn't my area of expertise!
Cheers
Nat
P.S. This all started because I've had a couple of dropped connections since the install, which could only be resolved by power cycling the OR modem.

The engineer should do either of these.
Move the nte5 to where you need it.
Do an nte5/ extension swap.
Run an internal data extension.
Run an external data extension.
If they say you have to have it at the point of entry then they are not being completely honest with you.
Perhaps it was a contractor/ mobile workforce chap and not an openreach engineer.

Voice service down. No dial tone or light.

It's recently come to my attention after expecting a call that my Uverse phone service is down. Checking the call logs, it looks like this problem started sometime after 8:00 p.m. on Saturday, the 11th. I've tried a number of things on my end to try and fix it, but nothing seems to be working. Figured I should try and get a second opinion here before escalating the problem to phone support. Supplemental information: Power, Broadband, and Service lights are all solid green. Voice 1 (Service line) is not lit.Homeportal page landing states the voice status on line 1 is not registered.Both TV and internet services are unaffected.Primary phone is a cordless system. Keep a spare landline plugged in at all times for power outages. No dial tone on either one.No apparent fraying or disconnection of inside wiring from protector (no NID installed) to homerun to RG. Outside pair is a buried drop.BBU light is green and is in proper working order.Solutions I've tried: Plugging a phone directly into the RG. Nothing happened. Still no dial tone.Power cycling the RG. No change. Did not restore phone service.The online repair tool automated diagnostics detected no problems. Followed steps for no dial tone, repair was not successful, stated that the RG needed to be replaced.Troubleshooted through TV access, resetting voice service had no effect.

Factory reset the RG by depressing and holding reset bottom located near power connection on back of RG. (Valid for 3800, 3801 and 589 RG with TV service) Warning this restore default settings, any custom changes (ssid, password, etc) will need to be redone. Need to hold till all lights go out with a green power light only (about 10-15 seconds).Give it 5 minutes or so to reload/recycle.... Does line1 light come on, yes check dial tone, call in/out. If no either RG replacement or phone has been removed from your account... Either way will need to call 1-800-288-2020. If you have the 3812 inid with i38hg, the factory reset is performed at the iPSU or white toaster size power supply by inserting a toothpick (or similar) into red line hole on upper left side.Again hold till both light (left/right) are flashing red.

Need help identifying my master socket for broadba...

Hi i am awaiting my line to go active for broadband but i just want to make sure the socket i am going to use is my master socket.
I can only find 1 socket in my house and it has a T logo in the bottom corner. This socket is on the bottom of my stairs (annoying place). I have opened it up and it looks like it has a capacitor on it. When i follow my wire coming out of the box it goes down a couple of steps and goes into another small box with a T logo on the front but all this has on it is a screw dot in the middle and another T logo.
So is the socket on stairs the master socket and if so what is this other box is it some sort of wiring centre?
Solved!
Go to Solution.

Ahh right so it is my master socket but it must be older than the picture above as mine takes the whole face off and not just the bottom section and it does not have any test point on it.
Would it be recommned to update my socket to a newer one? I ask this as i was looking into iplates to help boost my speed but there not conpatible with my current socket.
And i need to put a extention into my living room is it best to just plug it into my master socket or will i lose speed this way?

DO I need to connect to my Master Socket?

In short, my question is ... does my home hub have to be connected to the master phone socket?
I am looking to take on BT phone, broadband and TV package but my master socket is in my kitchen. The house is 10 years old and from that master socket the builder installed other BT phone points throughout the house. Can I have the home hub connected to my livingroom socket which is obviously not the master socket but a "spur" from the master socket?
I don't fancy having the hub in my kitchen.
Thanks.

You can have the master socket moved - so Openreach engineer will do some "messing about" with your cabling and make a different socket your master.
Or you can have a data cable run from the existing master socket to a more suitable location - this is a handy option if you're unsure of the quality of your internal wiring.

Any way to get a free Master Socket fitted for OAP...

My OAP mother has broadband in her home but gets low sync speeds and regular emails from BT about improving the speed.
I believe that the cause might be that she seems to have no single master socket, but more than 1 with the capacitor in. I suspect she has a junction box in the loft where the cable enters and a star layout, plus some DIY extension work too.
She is on a limited budget and I wondered if there is any way for BT to upgrade her to a modern master socket - ideally free or very low cost. I am happy to sort her extension wiring myself?

It is unlikely that Openreach will change it for free as they do not change things if they are working however the star wiring willpossibly cause some problems the forum mods may be able to arrange something for you
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Will the engineer move my master socket while inst...

I'm planning on hopping onboard with Infinity when my exchange goes live in a few weeks. I live in a new(ish) house, and my master socket is placed in a terrible location half way up the wall in the middle of the hallway. I understand that you need to have the VDSL modem connected to the master socket, but it would be extremely inconvenient to have a modem and router sitting on the floor in the hall. What I would like to know is whether the engineer would wire the master socket through to an extension instead. Possibly an extension upstairs, where my PC and consoles are. My house is wired up with standard good quality CW1308 cabling in the walls, so interference shouldn't really be an issue. I really don't want a 30m extension cable stapled down my walls and around the door frames if there's any way to avoid it.
Here's the master socket (one on the right that was installed as a second line a few years ago):
http://i1230.photobucket.com/albums/ee486/WWB01/Photo0131.jpg
Here's the extension upstairs that I'd like Infinity faceplate installed to:
http://i1230.photobucket.com/albums/ee486/WWB01/Photo0134.jpg

By the look of it, your wiring is in good condition and has the necessary multiple cores.
If it is, the engineer will make the upstairs socket into the Master and the current Master will become an extension. This has been done on quite a few Infinity installations that I have seen and something similar was done to mine. Its an easy option for the engineer so they will normally do it that way rather than opt to run extra wires.
Have choccie biscuits and tea/coffee on offer for the engineer . . . works miracles!

Rt31p2 No dial tone.

Hi, I have a rt31p2 and I have many problems. First I say tha I have rt31p2 whit the last firm (1.30.07) is rt31p2-eu (I don't make anything to unlock this, but is unlocked). Before too many problems to configure whit the details of my ISP provider, at last I can configure it. Now, the router connect to my isp provider, recogniced all the deatils, but I don't have Dial tone. I put the regional details of rt31p2, pap2 (I think is same details) and I don't have dial tone. I put the regional details of sipura 2100 by Spanish ISP provider and I don't have dial tone. Anybody can help me to use the phone with thos ruouter voip? Thenk you.

I open the ports in ag241 to IP of rt31p2. (in my case 172.26.1.75).
Now, I have dial tone, I can make calls, but I don't hear when my phone received a call.
Anybody can help me?
Thank you
Message Edited by yonose74 on 10-11-2008 06:02 AM

Loss of phone line, no dial tone but broadband sti...

I have looged a fault with bt for this issue VOL012-*********, but no engineer turned up yesterday to look at it. I have tested 2 different phones in the master test socket and still have the same problem, no dial tone but broadband is working ok. How do BT get away with treating its customers like this?

@Scardy, this is exactly what happened to our phone line last September! The phone line was just mush, there was no dial tone, but we were able (just) to send email and look at certain web pages, but it was painfully slow. I tried everything, like you, no improvement. I got in touch with BT, they said there was a fault on the line, I said 'it's been fine for years why now?' BT sent an OR engineer, he turned up on time, it was a very enlightening time for me to be sure! He showed me the 'drop cable' that the phone signal came into our property on - 50 years old! Rubber outer, two strands of copper cable with cardboard insulation between them! I also found a big cut in the cable on the wall of our place, for the life of me that looked like vandalism. He arranged for a new armoured cable to be put in across our front lawn, and hey presto, all was well! With the confidence I had in that, we've got Infinity now, a new master socket and there's no going back. I hope this helps & it all gets sorted out out quickly for you.

Dial tone but unable to make calls.

Hi,
I had BT Infinity installed on the 10th Feb 14. About a day or two after it all switched off for about 30 mins. When the phones and internet came back online the phones would not ring out.
Whether the phones are plugged into the master socket or either extension they are unable to make external calls yet there is a dial tone.
If I plug the phone in to the test socket then it works fine. This has only ever been an issue since the new faceplate and installation of BT infinity.
When I went to plug the phone into the test socket I noticed an orange and white wire that has seemingly come out of its connection but as to where I don't know. The other 3 cables are still in.
Also internet is working fine.
Any ideas?
Thanks
Dave

SegaMegaDave wrote:
None of the extensions work, I get the same thing. A dial tone but unable to ring out.
So before I order one is this looking to be a faceplate fault? Thanks for all your help.
Dave
If you get dial tone with the faceplate disconnected, then the fault is within your own wiring, and it means that the extensions are wired up wrong. You either pay BT to sort it out, or get an independent telephone technician.
This diagram showns the correct way it should be wired.
http://forumhelp.dyndns.info/infinity/infinity_wiring2.jpg
Its most likely that whoever did the Infinity installation, forgot to check for any "star" wiring. ie. extensions connected before the master socket. Its quite often the contractors that forget to do this. The Openreach people usually know what they are doing.
There is nothing else I can suggest, as it appears that the faceplate is not at fault, as the phone and broadband both work fine from the master socket faceplate.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

I have a wireless home phone connect device. Can call out on it when dial tone present, but most times cannot receive calls since purchase. Anyone else having a problem with their home connect device?

Have had Wireless Home Phone connect device refreshed and updated three times since I purchased it in September 2014. Last tech I worked with on it initialized an NRB to check the network. I checked the location of the tower, which is less than one mile up the hill with clear line of site. The device always has two antennas on it. The device is great when it does work, but most of the time it rings three times and then jumps to an automated message saying the person I am calling is not available. I've actually gone up there several times to try an fix the device, but always end up calling a Verizon tech who has me unplug it, pull the battery, and they do some network stuff and then we turn it back on and it works. After the last time on 10/02/14, I called it and got the message. I drove up there, 100 miles one way, and called it while standing in the room. Got the same message. I picked up the phone, heard a dial tone and dialed my phone and it range through. I hung that phone connected to the device and call it using my cell phone. It rang through. I went home and tried to call it the next day. Again it did not ring through and I got the message after three rings. I call another phone at the facility and had them call me on my mom's phone and it is fixed it again. The fix last for a day or two and then it's broken again, like it is today. If it's a network problem then it must be fairly close to the area because no matter what we do it fails again. So much for the 99.98% reliable. This thing is a piece of junk!
I purchased this device and put it on my plan so that my mother who we placed in a home at 96 years old would have a phone connection that she could use and wouldn't flip her out. My family and her family has not been able to faithfully connect with her at this critical time in her life. I am giving Verizon 10 more days to figure this out and then I am going to ask for a total refund not to mention how much time and travel I have put into this piece of junk. Either the home connect transceiver is broken or the network is broken. Why should I pay close to $70 for a service that has not worked more than several days out of 35 days? Also I have spent close to three hours on the phone with decent technical people, but it's my time. I should send Verizon a bill for every time I have gone up there to fix this device as well.
What perplexes me is that a regular cell phone would have sufficed, but because Verizon has to have a data connection that is not available on a regular phone and it was going to cost me $30/month, I decided to go with the home connect. Seemed like a nice solution for an older person who would have a hard time using a cell phone and keeping it charged. Plus after all the fees for getting it connected, it only cost $20/month. That would be a pretty good thing, IF IT WORKED....... The other thing that irks me is, why do I have to pay for a data connection when the cell phone Verizon originally provided can't even access the network. What ever happened to adding a phone line for $10 bucks\ month? All I wanted was a simple phone. She would not be able to use anything more complex and all she needs is a phone line period.
I have no problem paying for something that works and does what it should, but this is ridiculousness. The MTF on this device is somewhere around 1 to 2 days. Out of 365 days that's about a 96.5% failure rate....... Want my advice? Get ride of this device. It sucks and it's bad marketing.

jsavage9621,
It pains me to hear about your experience with the Home Phone Connect. This device usually works seamlessly and is a great alternative to a landline phone. It sounds like we've done our fair share of work on your account here. I'm going to go ahead and send you a Private Message so that we can access your account and review any open tickets for you. I look forward to speaking with you.
TrevorC_VZW
Follow us on Twitter @VZWSupport

No dial tone/power to master socket but infinity s...

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