I hear static or hum on my Bell Home phone line

Troubleshooting your phone

If you hear noise, such as static or a hum on your Bell Home phone line, try the following:

• Check each phone individually to see if it is causing static on the entire line. Disconnect and reconnect each phone one at a time to try to isolate the problem.
• If possible, try another phone on the line (preferably not a cordless phone as they can pick up interference, even when not in use).
• If removing a cordless phone fixes the problem, when you plug it back in try scanning for another channel that may be clear (see your phone manual). If the static or hum continues, remove this phone from the line.

If all your phones work, there’s likely a problem with the Bell network or with the wiring inside your home.

You can find the source of the problem by testing your wiring from the network interface device (NID).

You can also call 6-1-1 from any Bell landline or *6-1-1 from any Bell mobile phone. If you don't have access to a Bell phone line, you can call 310-BELL (2355) from any phone (area code not required).

Last Update:25/04/2013

What is the NID?

The network interface device (NID) defines the point at which you become responsible for the phone wiring within your home. Bell Canada is responsible for providing and maintaining service up to the point of the NID.

The NID contains something called a demarcation jack that is on the part of the line outside your home (and for which Bell is responsible). You can use this jack to test your phone line.

Last Update:25/04/2013

How to locate the NID

The NID is generally a grey box on the outside of your home. If the wiring was installed in your home before 1988, then you will likely have a grey or black telephone protector box located inside your home, and the demarcation jack will be located within 1 metre of this box.

In a multi-unit or multi-storey building (such as an apartment building), the demarcation point is at the main jack (the first point of entry) inside each unit. The main jack will be labelled Demarcation or Verification.

If you can't find a demarcation jack, you can call our repair department at 6-1-1 from any Bell landline or *611 from any Bell mobile phone. If you don’t have access to a Bell phone line, you can call 310-BELL (2355) from any phone (area code not required).

Last Update:25/04/2013

How to test your wiring from the NID

1. Disconnect the cord connected to the demarcation jack. This will disconnect the wiring inside your home from the Bell network.
2. Plug a phone that you know is working properly into the demarcation jack.

Do you still hear noise with the phone plugged into the demarcation jack?

Yes. If there’s still static or a hum then the problem is with the Bell network. Contact our repair department at 6-1-1 from any Bell landline or *611 from any Bell Mobile phone. If you don’t have access to a Bell phone line, you can call 310-BELL (2355) from any phone (area code not required).

No. Then the problem is with your inside wiring, jacks or another phone. Learn about fixing inside wiring problems.

Last Update:25/04/2013

What to do if it’s an inside wiring problem

• Call us at 6-1-1 from any Bell landline or *611 from any Bell Mobile phone. If you don’t have access to a Bell phone line, you can call 310-BELL (2355) from any phone (area code not required). Note: you may be charged if you need inside wiring repaired.
• Call a non-Bell contractor. Contractors can be found online, in the Yellow Pages and telephone directory.
• Troubleshoot why you’re not getting a dial tone yourself by referring to these steps for identifying inside wiring problems.

Note: If you have a party line or your service terminates on a hardwired phone, then Bell will repair inside wiring as part of your basic service.

Last Update:25/04/2013