Skip Navigation
Homepage » FAQs » FAQ Section: Ordering & Installation FAQ

Ordering & Installation FAQ

I don't want to use microfilters...

If you do not use microfilters, and still want to use a phone then a replacement Master socket cover that filters the ADSL signal from the extensions is needed.

Several companies currently produce faceplates, the same as or similar to the ones BT use on the engineer assisted installs.

These companies also offer a variety of extension sockets with built-in microfilters, thus avoiding the need for an unsightly cable tangle.

The online checkers say I may need an engineer visit, why?

The online availability checkers changed the text they display on 6th September 2004, to reflect new working procedures by BT Wholesale.

Users applying for a 0.5Mbps or 1Mbps service on a very long line may see a note about a possible engineer visit. This visit will only occur after the line has been activated and if you are having problems with the service. For example if your ADSL modem will not connect (sync) with the exchange hardware.

This visit is FREE but must be booked via your ISP. The engineer will endeavour to get ADSL working for you. This now extends to even installing a new master socket faceplate to isolate the ADSL from your houses internal telephone extensions. They may also do some remedial work on the phone lines outside your house. If the problem proves to be your extensions, and you want the engineer to re-wire these for you, that will be chargeable, and the engineer will clear this with you before proceeding.

If a new master socket faceplate is fitted, the engineer will leave you a 30m extension kit, so that you can site your ADSL modem at a location of your choosing.

NOTE: This engineering visit is not intended to act as a way of getting the ADSL drivers installed on your computer. The engineer will not touch your computer hardware.

I need an RJ-11 extension lead, where from?

Extension leads with RJ-11 plugs are available from a variety of sources, e.g. Comet, B&Q, Woolworths, Argos, Dixons etc as well the more normal online sources Maplin Electronics and Solwise.

Generally online sources are the cheapest, some of the best cables will be made using CAT5e cable, but this is only necessary if you are having problems with existing wiring.

I've heard I don't need a splitter for the ADSL modem?

You only need a microfilter for your analogue telephones. If you do not have any telephones on your line, there is no need for a micro-filter. What you will need is an adaptor for the normal ADSL modem lead to convert the RJ11 plug to a standard BT plug - in the majority of cases your old 56K modem lead will suffice.

How long an extension can I add?

It will vary from location to location. Generally upto 30m of CAT5 cable is fine, longer is possible.

Normal phone extension cabling is fine for the vast majority of ADSL users, but for those with a low signal to noise ratio they may find using CAT5 twisted pair cabling improves the stability of the line. If installing extensions remember to avoid running them parallel to mains cable and other interference sources.

If you have your line activated and are having problems it is suggested that you unplug all extensions and try the ADSL modem at the main BT socket. More specific help can be read in this post on our forums.

Can I use a normal phone extension?

If you are going to put in a new extension, then a normal phone extension kit will be sufficient. There is no need to buy expensive extra high speed type cabling.

Where do I need a micro-filter?

See our wiring diagrams.

What is a micro-filter?

A micro-filter is a special adapter that you need to use on your phone line, so that your telephones do not interfere with your ADSL connection. Some people call them a 'splitter', the naming is interchangeable.

What is an Engineer Assisted Install?

Engineer Assisted installations are optional (in most cases) and more expensive. An engineer will visit your premises to connect and configure a supplied modem or router, and answer any questions you may have. Businesses often prefer engineer assisted installations because internal extension cabling is frequently needed.

What is a Self-Install?

Self Install is sometimes described as 'wires-only'. During the activation phase, you'll never see an engineer (unless there is a specific problem with your telephone line). Shortly after placing an order with your chosen ISP, you'll be assigned an activation date, assuming your line passes the required tests (see our Technical FAQ). In the meanwhile, you'll need to purchase an ADSL modem or router (often available from your ISP). If purchasing a router, ensure that it also includes an "ADSL modem" in it, and isn't just a broadband router (see our reviews for some examples). After activation, you should be able to connect with the details supplied by your service provider.

The checker says I am very unlikely to get ADSL, should I bother ordering?

The wording 'very unlikely' is used to denote those lines that BT Wholesale think are very long, and therefore the chance of it not working is much higher than on average.

It is still worth ordering as until the line is activated you cannot tell for certain whether the service will work. If the line fails to work BT Wholesale will not charge the ISP anything, and any contract is considered void by BT Wholesale. This means your ISP should refund you any money taken in advance if the line does not work at all.

If you know neighbours have had problems getting ADSL, then you would be advised to order a slower speed service initially, for example Home 250 as this will work on all but a very small number of lines. With the launch of the Max products (31st March 2006), which uses rate adaption you may want to consider ordering this, as then you will truly get the best speed possible out of your line.

What speed should I order my ADSL line?

Most service providers offer an up to 2Mbps or up to 8Mbps (Mbps = Mega bits per second), when you buy one of these services you will receive the connection speed that your specific line is able to support. Some providers do allow you to choose specific speeds at order time, e.g. 250Kbps (Kilo bits per second), 500Kbps, 1Mbps and 2Mbps, in this cases what service to order will vary according to your needs. For people just upgrading from dial-up the 250 and 500Kbps services will seem impressive to many, if you are planning on sharing the connection with several computers at home then the 1Mbps and faster options are worth considering.

Many businesses of up to 10 employees operate quite happily on 512Kbps products with an Ethernet router (either self-install or engineer assisted). Depending upon the number of users and the nature of business, faster services may be required. If you're unsure, obtain some 3rd party professional advice.

How do I know which ISP to choose?

Choosing the right service provider can be tricky, and often boils down to word of mouth, or 'gut instinct'. There are many service providers competing for your business so we recommend you use our advanced search to filter the list based upon your requirements.

Remember that if you're looking for a good personal service, the cheapest products and the largest ISPs are not usually the best choice. Try asking on our Message Boards in the "Which ISP" forum (residential / business) and comparing providers with our ISP Comparator.

I am trying to order ADSL, but my provider says I have it already, but I've only just moved into property?

This is probably because a previous resident of the property had ADSL but did not cancel the service, or a broadband provider has not fully removed itself from the telephone line. The problem is often referred to as 'having a tag/marker on your line'.

BT Wholesale for a time ran a public helpdesk, but in May 2008 this closed to the public and additionally functionality was given to broadband providers. Therefore you need to contact the broadband provider you are ordering a service from and explain there is a TAG/Marker on the line. Front line support will not be able to help, but should pass you further up the support chain so that it can be resolved.

I cancelled my previous broadband service, but cannot order a new service due to an incompatible product, what do I do?

Ideally if wanting to change service providers you should use the existing migration procedures. Where this is not possible you can cancel a service, and get your new provider to connect you again - this is referred to as a cease and provide.

Sometimes when ceasing (stopping) a broadband service a provider cancels your login but fails to tell the wholesale provider to remove the tag from the line that says you have ADSL already. It is possible for a broadband provider to issue all the correct paperwork, but for the wholesale provider to make a mistake too.

To get the Tag/Marker removed you should chase up with your new broadband provider, whose backroom support staff should be able to help.

There used to be a BT Wholesale based Tag helpdesk the public could telephone, but in May 2008 this was made available only to broadband providers.

How do I fit an ADSL faceplate to my BT master socket?


Click image for larger version
First step is to locate your BT Master Socket which should look like this.

The two short screws when undone will allow you to lift off the bottom half of the socket. Be careful as your telephone extensions are connected to this piece you are removing.

Click image for larger version
 This is a master socket with its faceplate lifted off.

ON NO ACCOUNT DISMANTLE THE WALL SOCKET ANY FURTHER. Consumers can change the faceplate but the part screwed to the wall must be maintained by BT.

When wiring up telephone wiring also use the proper IDC insertion tool, for home use a plastic one costs around £1.

Click image for larger version
 This is the back of the ADSL faceplate, and shows the extension wiring connected again. The spare right hand connectors on the blue block are for connecting a dedicated ADSL extension.

The BT supplied ADSL faceplate which engineers sometimes fit when investigating a faulty line do not have this option for an ADSL extension.

Click image for larger version
 The ADSL faceplate is then pushed onto master socket. It will stand proud of the original socket by around 2cm due to the filter electronics the faceplate holds.

There is no need for a micro-filter to be used in the phone socket.

The ADSL socket is the one on the left and will accept an RJ11 plug (the one normally on an ADSL modem lead).