This guide will take you through some initial troubleshooting steps to follow when your phone service is not working correctly.

If these do not help, please contact our Customer Services Team on 01376562002 or at [email protected]

• Ensure your Internet connection is functioning correctly

As our home phone service is delivered via the Internet, this will not be usable if you are not online.

• Ensure your phone is connected correctly

Your phone should be connected to Tel 1 (the top grey port on the back of your router) via an RJ11 adapter.

Please note that ONLY Tel 1 will work; Tel 2 will not be usable unless this has been specifically configured.

• Ensure your phone is not on Do Not Disturb and that the ringer is not silent

These features may be activated by accident and can prevent calls from coming through correctly.

• Power cycle your fibre router by switching it off at the back, then disconnecting it from power. Leave this for at least 30 seconds, then reconnect the power and switch the router back on

Routers may "play up" from time to time, particularly if they have been on for a long time. Power cycling this may resolve these issues.

• Power cycle your phone by disconnecting this from power for at least 30 seconds, then reconnecting the power

Any device can start to work incorrectly if left powered on for a long time. Power cycling this may resolve these issues.

• Press the "Info" button on the front of your router and check the "TEL 1" light

If this is on then your phone service should be communicating back to us correctly; if it is flashing there may be a problem with communication; if it is off then the phone configuration may not be present on your router.

• Log onto your router and check the status of your phone service on the left-hand side of the main page

If this states "Registered" then your phone service is communicating back with us; if this says "Registering" then it is attempting to communicate back; "Unregistered" means that this is not communicating with us.

"Unregistered" and "Registering" may require action from our Technical Support Team; if it is not resolved with a power cycle then please contact us.

• Make note of any error messages or odd sounds when attempting to call in or out

These can help us to diagnose the issue.