Help

Technical Help

We are sorry to learn that you're experiencing issues with your services, let's try to get you up and running as soon as possible by completing these simple checks.

What service are you experiencing an issue with?

Landline

Most telecom faults can be resolved by carrying out some simple equipment checks. Once you’ve completed these checks, if the fault persists, you’ll be able to login to Customer Zone where you can: Fast-track your fault Order an engineer investigation Apply a temporary call divert if you need one. It’s important to carry out these checks first. If an engineer visits your premises and finds that the fault is with your equipment you will be charged for the engineer visit. If the fault is found on the Openreach network, though, no charge will apply.

Fast Track Your Telecom Fault Investigation

Microfilter

Some telephone sockets require a microfilter for your service to work correctly, please can you check whether your telephone is connected using a microfilter (pictured below).

Is your telephone connected via a microfilter?

Remove Microfilter

First we want to make sure that the micro filter (pictured below) isn't causing an issue with your landline service. To check this, please unplug the handset from the micro filter and plug the handset directly into the telephone socket.

Has removing the Microfilter resolved the issue?

Microfilter resolved

The issue appears to be caused by the microfilter, this will need to be replaced for a new one. These can be obtained from any electrical hardware store.

Phone type

Please select which type of phone you are using below:

Cordless

Please ensure that your cordless phone is fully charged and the base station is plugged into the telephone socket. Once you are happy that the phone is charged and connected to the telephone socket, please check whether the landline service is now working as expected.

Is the landline service now working as expected?

Technical Help - Broadband Issue

Are you experiencing an issue with your Broadband service, or would you like some help in setting up your equipment for the first time?

Technical Help

To ensure that the issue is resolved as quickly as possible, please check your landline service for any potential underlying issues. Sometimes an underlying landline issue, can also adversely affect your broadband service. An issue with your landline service might consist of: Hearing noise / crackling on your landline when trying to make a phone call. Having no dialling tone when lifting your receiver. Hearing an error message when trying to make calls to another party. Please test your phone service for any of the above issues.

Are you currently experiencing any issue with your landline service?

Technical Help - Setup

Please note, your router model may be slightly different to the above, but all routers would be set up in the same way.

Did this help to resolve the issue?

Setup - Congratulations

The router is now setup and working correctly.

Technical Help

To ensure that the issue is resolved as quickly as possible, please check your landline service for any potential underlying issues. Sometimes an underlying landline issue, can also adversely affect your broadband service. An issue with your landline service might consist of: Hearing noise / crackling on your landline when trying to make a phone call. Having no dialling tone when lifting your receiver. Hearing an error message when trying to make calls to another party. Please test your phone service for any of the above issues.

Are you currently experiencing any issue with your landline service?

Technical Help - Landline Issue

Click continue to go through some simple diagnostic checks to get this issue resolved as soon as possible. Or, if you would prefer, you can click hereto download all of these checks in one go.

Technical Help - Is your service live?

Please check that the activation date for your broadband service has passed, this can be found in the Welcome Pack we sent out when the contract was agreed. It can take up to midnight on the date of activation for the order to fully complete and the service to become active. If your activation date has passed and you are still experiencing issues, please press continue.

Frequently asked questions

Business Telecoms

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Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.

Contrary to popular belief, Lorem Ipsum is not simply random text. It has roots in a piece of classical Latin literature from 45 BC, making it over 2000 years old. Richard McClintock, a Latin professor at Hampden-Sydney College in Virginia, looked up one of the more obscure Latin words, consectetur, from a Lorem Ipsum passage, and going through the cites of the word in classical literature, discovered the undoubtable source.

The standard chunk of Lorem Ipsum used since the 1500s is reproduced below for those interested. Sections 1.10.32 and 1.10.33 from "de Finibus Bonorum et Malorum" by Cicero are also reproduced in their exact original form, accompanied by English versions from the 1914 translation by H. Rackham.

There are many variations of passages of Lorem Ipsum available, but the majority have suffered alteration in some form, by injected humour, or randomised words which don't look even slightly believable. If you are going to use a passage of Lorem Ipsum, you need to be sure there isn't anything embarrassing hidden in the middle of text.

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