How to Conduct a Line Test
If you are experiencing an issue with your single or multi line, such as noise or no dial tone, you can conduct a line test through our My Account portal. This may help to determine whether the issue is internal, i.e. within your equipment, or within the Openreach network. You can then log a fault ticket with our UK based incident management team, who work 24/7 to ensure your services are back up and running as quickly as possible.
Please note, line tests are used as a guide only, and may not be 100% accurate. A line test will not give a result for an ISDN line.
To log in to the portal, click here.
Once you have successfully logged into the My Account portal, hover over ‘Support Centre’ and click ‘Contact Us’.
From here, click ‘Faults’ and then select ‘Lines & Calls’. Select the most applicable description of your fault from the list. If none of the descriptions match, select ‘Other’. Then click ‘Perform a Line Test’.
Enter the affected CLI in the box and click ‘Perform a Line Test’. As stated in the top right blue information box, please ensure there are no current active calls ongoing.
The following message will appear:
In this instance, no fault has been found on the line itself, so it is suggested to carry out internal checks. If you have carried out internal checks and are confident there are no internal issues, click ‘Log Fault’. If a suspected fault has been found within the network, this will show as ‘Line Test Failed’, and you can again log this as a fault with us. In any instance, we would advise carrying out internal checks as a precaution.
To see how to log a fault, please click here.