Welcome to the Freeola internet customer support pages. This guide is designed to help with troubleshooting your internet connection, specifically by connection through the BT Master Test Socket. For more internet help topics please visit our main Support Page.
The instructions below work for Copper (ADSL/ADSL2+) and Fibre to the Cabinet (FTTC) connections, not connections using Full Fibre (FTTP).
If you are reporting issues with your Freeola Internet connection you may be asked to test using the Test Socket (sometimes referrred to as the BT Test Socket or Master Test Socket). As connecting via this socket can help identify any potential internal causes of your reported issue, it is strongly advised to carry out this test if advised to do so.
As the BT line coming into your premises terminates at this socket, BT will only guarantee a service, whether it is Broadband or Telephone, to this Master Test Socket. Testing using this socket can therefore help identify internal wiring problems quicker, and reduce the potential of a costly charge for an unnessesary BT engineer visit.
This article will explain the importance of testing from the Master test socket and how to proceed in doing so.
Accessing the Master Test Socket
Before attempting this test please ensure that the Master socket in your premises is a standard BT socket (Sometimes called an NTE5). The socket will have a horizontal split through the middle of the front plastic cover, above where you connect your equipment. The top half will either be blank or include a BT logo and the bottom half should have two screws, one either side of the socket.
If your socket does not look like this, try looking at the other sockets within the premises. Typically, this socket will be the first one you see when entering the property, but depending on how, and when, this was fitted this may be located elsewhere.
Once located, remove the screws from the front plastic cover using a small screw driver. Once the screws are removed, carefully pull the front plastic cover away from the rest of the socket exposing the back.
The Master Test Socket should now be visible on the right hand side of the socket. For a full test plug in an alternative/spare DSL filter to the Master Test Socket and reconnect all Broadband equipment. Ensure all equipment is powered on and retest your connection to the Internet.
For faults concerning intermittency (dropping out) or speed you may need to connect in this fashion and monitor for up to three days to confirm stability through the test socket. For syncronisation issues, results should be obvious within a few minutes.
If the problem appears resolved
If your connection issues are resolved by connecting to the Test Socket then the problem is most likely 'internal wiring'. This can include any equipment connected to the telephone line (internet hardware, telephone handsets, fax machines and alarm systems), any extension sockets fitted to the line or the physical wiring in your premises itself.
If the problem does persist, the following tests would also be advised. After each change, remember to monitor to see if the problem returns or resolves:
Disconnect everything from your telephone line and reconnect your internet equipment only at the original location it was in before the Master Test Socket testing.
One-by-one connect your other equipment to the line, ensuring each is connected to a microfilter where necessary.
Switch off electrical devices in your premises and switch on one-by-one or in different combinations. In some rare cases, certain audio/visual equipment can impact internal telephone wiring.
If you identify a particular device is responsible in either of the above tests then you may need to replace or repair it, or at least test with an alternative.
If your reported issue persists, then you may need to consider replacing the NTE5 faceplate you removed during the Test Socket test. You may need a professional to replace and fit this for you.
Should the problems continue, please contact Freeola Support again and we can try to use these results in further investigations into your reported issue.
If the problems persist
If your reported issues continue while connected through the Master Test Socket in this manner please contact Freeola Support with everything still connected this way and we can run further diagnostics.