Troubleshooting

Most commonly asked questions:

I'm unable to access a line out

Firstly dial 9 before the main number. If this doesn’t work, dial 121 instead of the 9. If your call is connected the fault remains with your network provider. Should this not work, raise a fault with our service department.

I'm unable to receive or make outgoing calls

If you can dial internally to extensions and have ISDN digital lines, check the ISDN box(es) installed by BT and look for the following:
For ISDN2 installations, check for a green power light - if this is not displayed, contact BT on 154 to report the fault.
For ISDN30 installations, check your LCD Displays. Firstly the power light should be on, if it isn't ring us immediately. Secondly if the light next to ‘BT’ is lit, contact them to report a fault. If the ‘check’ light is illuminated, BT are performing a check at the exchange which will probably clear in minutes.
Once BT have checked the lines and found no fault, contact our service department to raise a fault.
If you are unable to dial internally, check the power running to the telephone system. It is possible the electricity has been turned off.

Customers are complaining they can't hear me when dialling in

This is likely to be a fault with your network provider and we recommend you contact them first. Should they find no fault, contact us to raise a fault.

The line is dead when I dial out

Establish which line is dead if you have more than one. Contact BT to perform a line check.

Fault or interference on Line

Ask BT to perform a line check.

Calls cutting off in mid conversation

Contact our service department to raise a fault.
Please note that when logging a fault with BT, obtain a job reference number for future fault reporting.

How can I change the time on my Telephone

For Strata DK40, DK280, CT Systems:
From extension 200, 500 or 10, dial # 652, then enter 2 digits for hours, 2 for minutes, then 2 for seconds eg. 13hr15min10sec, and redial to save.
For Strata CTX, IP-CTX Systems:
From extension 200, carry out procedure as above except using # to save.