If the BT phone line not working but internet is, in this guide, we’ll investigate this precisely!
The BT phone and internet installation are typically re-routed through the Openreach Modem device, as long as the phone isn’t directly connected to the master socket.
A slight slip-up in the installation could result in an onset of activation faults, so let’s examine all potential possibilities!
If the BT phone line doesn’t work, the internet does determine if there’s an ongoing outage with the BT fibre service. After that, set BT’s “Infinity” master socket to “FIBRE” instead of “COPPER”.
There is much more to review, so let’s start!
Why My BT Phone Line is Not Working?
Here’s why the installed BT fibre phone line isn’t working:
Let’s investigate how to complete the BT phone’s connection with service!
How to Connect BT Fiber Phone to Service?
Typically, two options exist for connecting your BT home phone to service. You can connect the phone’s fibre cable directly to the service outlet if it has a FIBRE/COPPER switch.
- In contrast, older BT master sockets may not have this mode switch.
The second option is to wire the home phone’s base into the Openreach Modem, which is necessary for setting up the BT internet service.
Either way, the home phone will work equally efficiently and provide the same connectivity strength.
Tip: The service cable of the fibre phone will be included in the package!
BT Phone Line Not Working But Internet Is – 6 Solutions!
Tip: Follow our instructions consecutively!
1. Activate the BT Fibre Service!
You won’t be able to perform outgoing or receive incoming calls if the fibre service isn’t activated.
After plugging your home phone into the BT Openreach modem or the BT infinity socket, dial the activation number through the fibre phone.
Follow these steps to activate the service of the BT fibre phone:
- Verify that the BT modem and phone are connected.
- On your home phone, dial “142599” and press “Call.”
- Wait until you’ve connected to the BT activation line.
If the automated message doesn’t come on, determine if the dial tone of the fibre phone is set by checking the port to which the phone is connected.
Missing dial tone is a primary indication of an underlying issue with the service connectivity of the BT phone.
Note: If the “Tel” LED light on the modem is not green, there could be a BT service outage!
BT Fibre Line Activation Won’t Go Through?
Remember that the phone line activation can only be completed between 8:30 a.m. and 4 p.m. on all days of the week.
Even if you attempt to dial the activation number at another time of the day, you won’t hear an output message stating “Successful Activation.”
If the BT fibre line activation has been successful, you should hear an automated response from the phone stating that you can now perform outgoing calls.
Tip: Test the BT fibre line by dialling the phone’s number through your mobile cellular device!
2. Set the Main Phone Socket to “FIBRE”
Most newer BT phone socket outlets typically have a “FIBRE-COPPER” switch on the front panel.
If the switch is set to “COPPER,” the outlet will not provide service to the connected fibre phone until the activity mode is set to “FIBRE.”
Hence, go to the main BT infinity socket and examine the frontal panel for the mode switch.
Once found, use a pen or a sharp object to insert into the switch and push the trigger to the imprinted “FIBRE” sticker to adjust the mode of the service outlet.
No Mode Switch On BT Fibre Socket?
If there is no mode switch on the frontal panel of the socket, you must connect the Fibre phone via the Openreach modem provided by BT.
The modem will reroute the telephone connection and provide the same quality of service as the main BT infinity socket.
Notice: The BT Openreach modem must be connected with the infinity socket instead!
3. Restart the Modem’s Fibre Service
Another reason why the phone line not working BT is because of an underlying issue with the connection of the Openreach modem.
The modem must be connected with BT’s infinity socket via the provided infinity fibre cable, delivered with the Openreach modem.
Follow these steps to restart the fibre service of the Openreach modem:
- Unplug the telephone cable from the back of the modem.
- Disconnect the other cable’s end from the master socket.
- Wait for 30 seconds while the service cable is unplugged.
- Finally, Reinstall the fibre cable into the same connectors.
- Check if the “Tel” and “Pon” modem lights are coming on.
Alert: Replace the fibre cable if there is any visual hardware damage!
4. Power Reset the Fibre Phone/Modem
To address non-lasting issues with the functionality of the BT equipment, it is advised to perform a power reset on both devices.
This is a proven method to resolve functionality errors with the equipment and the fibre installation, preventing the phone line from functioning correctly.
Let’s start with a power reset on the BT fibre phone!
How to Power Reset the BT Fibre Phone?
- Remove the home phone from the fibre stand.
- Disconnect the stand from power and service.
- Wait 60 seconds while the phone is unplugged.
- Reconnect the phone stand to power and service.
- Test whether the fibre phone line is now activated.
How to Power Reset the BT Openreach Modem?
- Disconnect the power adapter cable from the outlet.
- Unplug the other end of the adapter from the modem.
- Wait for 60 seconds while the modem is discharging.
- Re-install the power cable into the proper connectors.
- Wait until the Openreach modem starts up and test.
Note: Verify that the “Tel” LED light of the modem is green once the device has started up.
5. Connect to BT Master Infinity Socket!
If you’ve plugged the BT Openreach modem or the fibre phone into a secondary service outlet, there could be an issue with activating the phone service.
Hence, the next step is identifying whether the service equipment is installed with the primary BT fibre phone socket or not…
How to Recognise BT Master Infinity Socket?
As mentioned, the master socket has a “FIBRE-COPPER” switch, and its port is typically found on the upper part of the frontal panel.
BT technicals typically install the primary socket in a room according to your preference or generally in the household’s living room.
- So, you must identify whether older service providers still have their outlets installed and if the BT phone is connected to one of them.
These master outlets will not provide any service to the connected device and must be uninstalled after cancelling your provider’s ongoing subscription.
How to Connect BT Phone to Master Socket?
After identifying the primary BT plug, relocate the equipment next to the master socket and connect the Openreach modem or the phone directly.
Also, relocate the network router and modem to preserve your devices’ Wi-Fi connectivity.
If your phone line is still not working, continue with the next step!
6. Factory Reset All BT Devices!
If the BT fibre phone line not working, then it is recommended to perform a factory reset of the Openreach modem and the BT fibre phone.
The process will restore the system configuration of the devices to factory defaults, erasing existing issues with the service.
How to Factory Reset BT Openreach Modem?
Locate the “Reset” button on the side panel of the Openreach modem and hold the button for 5 seconds.
After all LED lights of the modem go off, release the reset button and wait until the network device restarts and the “Tel” and “Pon” lights turn green.
How to Factory Reset BT Fibre Phone?
Press the “Settings” button on the Fibre phone to set the settings and navigate to “Device Administration.”
Scroll further into the action tab and highlight the “Factory Reset” option to initiate the process.
During the factory reset, the Openreach modem and the fibre phone will be inactive for about 30-40 seconds.
In addition, you must activate the BT fibre phone once again once the factory reset process is completed so the phone line gets activated and works.
Tip: For more assistance with the BT equipment, connect with their customer support!
Quick Recap:
To fix whenever the BT phone line not working but the internet is, power cycle the Openreach modem and the fibre phone simultaneously.
If the issue is still there, reset the service of the BT fibre phone, and if nothing helps, perform a full reset on your Openreach modem.
Follow our blog for more BT phone line troubleshooting!
Kevin has over five years of experience working in various Tech startups and providing Technical solutions. He has contributed to many Tech publications and websites. Check out more about him here.