Help

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.

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).

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.

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.

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.

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.

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

The router is now setup and working correctly.

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.

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.

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.