So, what went wrong? Well, after discussion with a former BT employee it seems that the issue is when a line is taken over by another provider, in this case, Sky Digital. BT no longer hold records, and rely on Openreach, the former BT department that own the infrastructure telephone wiring, underground cables, phone exchanges, etc. There can be a disconnect between BT, Sky and Openreach, and the records may not be up-to-date. In my case, the exchange engineer couldn't tell what number was at the property, as his records were out-of-date, and BT couldn't see the records of the former Sky customer.
Summary: If you move house and the person there before you isn't with BT, get their phone number. When you move in, check for a dial tone, and get the current phone number by dialling for a recorded statement of your phone number. If an engineer calls you on the day, keep a note of that engineer's name, and more importantly, phone number. You may need this is you get a hefty charge for a few minutes work at the exchange. If you're billed for a new line when there was clearly an existing line there - keep pushing. Ask for a copy of the engineer's notes, and ask to speak to a manager.
Persistence can pay off. Had a similar problem? Please let us know via our forum. Want to make a complaint? See our Guide to Complaining. Updates by email. Posted 2 years ago. There seems to be big increases from major suppliers for both line rental and calls. ART Subscriber. From the sublime to the ridiculous. Most people I know usually want to get away from Sky not move to them. Alphabet Subscriber. CaptainSlow Member.
With sky are you still tied in to using their router? Yes, same tied to router issue. Thanks for confirming Posted 2 years ago. What a difference that made, engineer at the house and an Executive Customer Care Team based in Newcastle on the case giving me updates on what they had done and what they were doing — everything now resolved Sadly we live in a rural area so are pretty much restricted to BT Posted 2 years ago. Anyway, nothing here is anywhere near as bad as Virgin. Spoke to BT retentions this morning and they matched the Sky deal to keep us.
Rio Subscriber. Boom good work! BT would do better to install the master socket in the attic and let the house owner then put extensions where they like in the house. In practice an Open Reach engineer is not going to worry about DiY if it is virtually undetectable anyway, I have even mentioned it to them in the past. Does anybody know what spec screws the front plate of an NTE5 socket has? They are a bit odd. They may sell them in individual packs. You say dont move it, well my master socket comes in next to the front door over the second stair on my stairs upstairs.
So actually I do have to move it if I want it to be in a normal place! Just friendly advise. Is there anything I can use to prevent small tiny hands grabbing at the wires plugged into the Master Socket, such as a perspex cover etc? Not much use if you need to plug into it, though. There are options for hard-wiring, but a bit difficult to describe without seeing the job. Putting some furniture in front of it might be easier! Hi, my telephone socket is by my front door in the hall, with no plug sockets close by.
What would be best to resolve my problem? The plug-in extension leads are acceptable for telephone use, but can slow down internet speed. I hope that this helps. I have contacts throughout the UK, so may be able to put you in touch with another independent engineer. I have emailed you. Thanks for your enquiry.
Hi Rob, do you have a contact in the Penrith Shap area to relocate or add an additional a socket for wifi? The problem is that by the looks of it, whoever installed the windows in the house was a bit of a cowboy. The master socket is in the upstairs bedroom, half on the wall where the plaster is loose and half on the UPVC frame.
Would it just be OK to take the master off the wall while we fix the wall and window do you think? Or should this be something we can get BT out to fix without them charging a fortune? Thanks for the comment. Can be brought by the length. Managed to get all the bits and do it at the weekend. Followed your instructions and even got a new master socket with the built in filter. It took a while, but I eventually managed to pull the steel wires through it to slice it open.
It was a bit nerve wracking starting up the router again after doing it all, but it eventually came back up and all worked fine. We can now get to work fixing the plaster on the window where the socket used to be. Thanks, Andrew! Gosh, we are so confused with the same thing here. Previous tenant cut all wires from old aerial to built into walls hidden wiring. We get talk talk contract they send out a router, say plug it in and off you pop to land of web.
A box with black wire up from ground attatched outside living room external wall leading nowhere no socket attatched. Blackbwire feeding into master socket but not back pinned. Please help anyone. Oh dear me! I suspect that the previous occupant has disconnected the cable. This is not uncommon if work has gone on, and the master has needed to be detatched from the wall for plastering, etc.
It should be possible to sever and joint the cable outside, and run a new cable to the master socket. Hi Rob, my master socket comes in under my bed big heavy king size oak slay bed which means my modem is just a few inches away from my pillow. I have heard that wifi is not good for you and so was thinking about moving my master socket.
Not only is it very inconvenient for any maintenance having it under the bed, but I am seriously worried about my health. What are your thoughts on this? Thank you in advance Kind Regards. Hello — I have forwarded your enquiry to one of my contacts who has his own contacts in North London. Our master socket is in our downstairs lounge, but due to modern phones needing power, we cannot use our master socket. We have to run phones and router from upstairs which is slightly inefficient. Nowadays they are.
I live in a flat, and have had fibre problems for over 12 months with more than 10 visits from OR. Nutshell being that OR insist that the drop-out issues I have on a regular basis is because my wiring is split between the DP and the master. As I live in a block of flats OR insist they have no responsibility to fix the problem.
Broadband and moving home
I cannot for the life of me get my ISP to understand this problem. They insist on sending OR engineers out over and over and the problem never gets resolved. This is nonsense. Anything on the exchange side of the master socket is not your responsibility. It is up to your ISP to take this up with Openreach. You are paying for a service which is not being provided, and no-one is admitting liability for the shortcoming.
We moved into a new house in october. When doing up the front room we needed to replaster the walls and whilst undertaking work we decided to move the master socket as it came in the side of the window and would have ended up behind the sofa with the need of an extension cable running to it.
I moved it using the same process you stated above by getting the correct wire and junction box etc. Now 7 months later the broadband signal has decided to start droping out everytime I use a machine connected to it, is this likely a fault with the wiring I have extended on to the original cabling?
Check you're out of contract
Has anything taken place that could have damaged the cable or connector? If there was an issue with your cable work, then you would have had problems from the day you made the change. I never trust them. The average Openreach engineer will want to be in and out of your house as quickly as possible, so providing your work is reasonable professional, there should not be an issue.
We just moved into a new build house a few months ago and the master socket is in the hallway near the front door. How much speed would i lose if I moved the router to the living room extension socket? My favoured option is to use cat 5 or cat 6 cable from the ethernet ports on the hub to points in the house.
The data travelling on this is less susceptible to interference than is the broadband signal. I use external grade data cable and route it discreetly on the outside of the house. I would advise against using inherited cabling in a house, as you never know what someone has bodged onto the wiring in hidden places!
Hope you can advise me of the correct corse of action to take. I live in a council house with the master being on the inside window sill on the landing. This window is very tall and narrow and has a small window sill for the master to just fit on it. When I first moved in I ran extension cables and microfilters upstairs and downstairs to were the main phone is and upstairs were the modem is. Now I have had the windows measured externally by a company that has been contracted by the council to come and fit new double glazed windows. They came to measure them without anyone home….
Should I try and move it myself? Should I take photos of before and after in case I need to show the ISP or the window fitting company?? Oh yes…! Often, they unclip and unscrew it in order to get their window in, then leave it flopping around unfastened. I would either persist with the window company, or get an independent engineer in to either repair or resite the master according to what you want. He may even be able to improve broadband speed by optimising the cabling in your house.
I know this is quite an old post, but I have a question. It happens when the engineer came to my place to activate the line, he said the master socket was the one in the bedroom and that there was no signal in the other one. We called Sky our provider to book an engineer visit to have this sorted, and they said the only option is to move the master socket. However, in my office for example, we have 6 sockets in a row and they all work.
I mean, we can have more than one socket working in our flat, right? Who should we contact to have this work done? If you drop me a line via the website contact page, mentioning your postcode, I may be able to find you an independent engineer local to you who might be able to help. Just moved into a property and have massive broadband and phone issues, BT provided service on 11 September but it is dire. Finally found master socket located in the loft reachable by a ladder! Tried to test but when plugged phone in line is dead?
I suspect the length of the cable and extensions used to be contributing to the problem, but should the master socket have been installed in the loft and is this still current practice or would it be better to bite the bullet and get it moved please? I suspect that this master was moved to the loft, as they are rarely fitted there. Usually they are fitted close to the point of entry of the cable to the house, even if provided on a pole, as the cable is run down the side of the house.
If you can reinstall it close to the first point of entry, disconnect everything else, and test from there back to the Openreach network, then you can at least prove if the fault is their side or yours. I have a feeling that the previous owner may have chopped into the overhead wire at the eaves, and relocated the master.
If you can supply your postcode, I can see if I cna find an engineer close to you who might be able to come and sort things out, or at least point the finger back at Openreach. Some domestic cabling is an utter nightmare. Hi, I have an old, rambling house with many phone sockets but no obvious master socket.
Is there definitely one there somewhere or can it operate ok without it? Is there some way of tracing it? I have slow broadband router plugged into one of the extension sockets and want to try to improve the service. I would use the services of an independent telephone engineer to fit a master socket at the most approriate point, and carry out some diagnostic work. My BT drop wire comes through the window frame and goes into a junction box on the top of the windowsill. From the junction box it is then wired into a master socket across the other side of my front room. I am planning to have wooden shutters installed so need the junction box moved from the top of the windowsill to the underneath.
Does a BT engineer need to do this please? This is within the capabilities of an independent engineer. They will be cheaper, and easier to contact than BT Openreach, based on our experience! Hi I have my master socket 30m away from my router as we live in extension flat and master socket is in main house. So I have 30m cat5 wire running from main socket to router. The internet is working fine but sometimes it gives the problem. Do i need to move the main socket or is it fine?
The problem may be with the Openreach network. Have you tried using the master socket without the extension? Rob, dont sduppose you know anyone in the swindon wiltshire area?? I need my master socket moved as i dont want a loss of speed due to excess internal wiring after the laster socket or the very ugly wire tacked allthe way from the lounge to the study..
Thanks for the enquiry. If this has been helpful, can I scrounge some social media feedback in exchange, please? Very helpful posts. Many thanks. If you are using your extension just for broadband, you might consider an RJ45 or RJ11 socket. I buy a new mk2 or mk3 face plate to replace my mk1. I then run an rj11 or rj45 to my new location and plug it into the BT home hub?
RJ 11 is for phone however so how would that work? Is rj45 better? I need a long run as I want to take it up into loft, along and then back down, is there any degradation in performance with distance. Finally do I buy cable with plugs pre attached or can I attach plugs myself to cable without special tools? Sorry for so many questions but you seem to know an awful lot about this, I do appreciate you giving up your time.
Thanks for your kind words. If I can trade free advice for some social media feedback, that helps me to justify the time taken to reply. Terminate the other end on an RJ11 socket in a faceplate and back-box, and job done! If this is helpful to you, would you be able to leave some feedback on the following social media pages, please? These are specifically designed to connect your second socket but separate from any extension wiring and interference. Cable from front-most A and B on the master, to the rear-most A and B on the second socket..
An instant new broadband-friendly outlet. No need to move your BT master socket. Is there a work around to set up another master socket? Many thank for the great advice! Even if we move it into the room below, we still need other wired points elsewhere in the house which is a large family home , although I hope to do that with mains broadband extenders. I have the same problem as someone above: master socket is in a spare bedroom, hub is in living room via an extension socket. Wi-fi keeps dropping out. BT told me to find an independent electrician their word to move the master socket as it would be cheaper than Openreach.
Is this correct and if so can you recommend someone in the ME4 area? My master socket with both internet and phone sockets is in the living room. The router just will not connect to the internet. Any ideas? Is it the wrong type of socket or something? It should, in theory, be fine. Faulty micro filter, perhaps? Alternatively, some issue with the extension wiring. Time to call in an independent engineer?
Hi, just a thought, but if your master has both telephone and internet sockets on the front then the filter is built in to the socket itself and your internet service is supplied only to this socket, any extensions connected from the master will be phone only.
Leaving BT to move to Sky (Broadband and Telephone) Anyone done it? | Singletrack Magazine
Many thanks for all your helpful suggestions! I did see it a few months ago…. My Openreach Master Socket and hence my router is at the other end of the house from the study where I use my desktop PC. I took that link down as the information given was found to be inaccurate, and caused loss of service. I have yet to replace it. An RJ11 will actually fit an RJ I currently have a CW 2-pair, 4-core cable running between my master socket ADSL faceplate and the phone in my study.
Dear Rob We have recently moved house to where our OpenReach master socket is inside a defunct Comms Box in the cellar. Presumably this needs an engineer to conform with regs? Or is there a way I could simply cut the cable and re-site the box in to the main house?
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