Key points
- First find out whether only your flat is affected, or every flat in the stair.
- One flat only: the fault is usually the handset or the cable to it.
- Every flat: look at the power supply, the panel or the main cable.
- A door that releases but will not lock is often the closer or the door itself.
- Never open the panel or the power supply. They can carry mains voltage.
One flat, or every flat
Ask a neighbour or two. This is the most useful check of all, because it tells you where the fault is.
- If only your flat cannot hear callers, cannot be heard, or cannot open the door, the fault is almost certainly in your handset or the cable to your flat.
- If every flat has the same problem, the fault is in a shared part: the panel at the door, the power supply or the main cable.
- If a few flats on one floor are affected, the fault may be in the cable serving that part of the stair.
If only your flat is affected
- Check the receiver is seated. A handset that is not hung up properly can hold the line open, so the next call does not ring.
- Check the volume and any mute switch. Some handsets have a volume wheel or a privacy switch underneath.
- Check the coiled cord. A cord pulled loose from the handset or the base cuts out speech.
- For a video monitor, check its power. Some monitors have their own plug-in power supply. A blank screen often means it has been unplugged.
If none of these helps, the handset or its cable needs testing. A single handset can usually be replaced without changing the rest of the system, if a compatible model is still made.
If every flat is affected
- Check for a power cut. Look at the stair lights. The entry system often runs from the same shared supply as the stair lighting.
- Look at the panel. If none of its lights are on, the fault is probably in the power supply.
- Think about the weather. Faults that start after heavy rain can mean water has got into the panel.
- Note whether the buttons work. A stuck or broken button can block calls or call the wrong flat.
Some systems have a timer that opens the street door for trades or deliveries during the day. If the door is open when it should be locked, or locked when it should be open, the timer may need resetting.
If the door will not open or will not lock
A door entry system releases the street door; it relies on the door to close and lock again.
- Door will not close fully. The closer at the top of the door may need adjusting, or the door may have dropped and be catching the frame. A door that does not close cannot lock.
- Release buzzes but the door stays shut. The door may be pressed hard against the lock. Push or pull the door gently while the release buzzes. If that works every time, the door or the keep needs adjusting.
- Door opens without the release. The lock release or its keep may be worn, or the door is not reaching the lock.
What not to do
- Do not open the panel at the door or the power supply box. They can carry mains voltage.
- Do not wedge the street door open while you wait for a repair. It leaves every flat in the stair unsecured.
- Do not take your handset apart or rewire it. On many systems one wrong connection affects other flats.
Who to tell, and what to tell them
If you rent, report the fault to your landlord or letting agent. If your building has a factor, report it to them as well. Who pays for a repair to shared parts of a building depends on your title deeds and any factoring agreement; we do not advise on that.
When you report it, these details help:
- Which flats are affected, and since when
- Exactly what happens when someone presses your button
- The make and model printed on your handset, if you can see it
- A photo of the panel at the door
