Technical Support
TELEPHONE PROBLEMS
If you have a problem with your telephone line, please contact BT on 0800 800 154 in such cases you will be unable to make phone calls on the line.
Before calling BT try the following:-
If you can hear a dial tone, try a different telephone.
If you cannot hear a dial tone, then unplug all devices from the phone line including computer modems and filters. Then retest with just one standard (non cordless) handset.
If you find it’s a cordless handset that’s causing the problem, then try unplugging the mains electrical supply for a minute, before reconnecting and retesting.
If you can hear a dial tone, but all calls fail with either no sound, a continuous tone or a recorded message, then try 3 calls, one to each of a local number, a national number and a mobile. If they fail, then note the numbers called and the time you called them. Then try the same numbers over BT by prefixing with 1280 if using the CPS service, or 141 when using one of our routing boxes or telephones. (Manual Access users call the number without this code) If calls connect OK over BT then report the fault to us by calling 0870 428 7830, with the 3 example numbers of failed calls.
ADSL PROBLEMS
If you can make phone calls OK, but cannot use the ADSL service, then first check if the ADSL service light is indicating presence on the ADSL link.
If the Modem/Router power light is not on, check that the power supply is connected and switched on at the socket. If its mains powered, or a USB modem, check that the USB lead is connected at both ends.
If the ADSL link is not present but the Modem/Router is powered up, check the connections between the Modem/Router and the telephone wall socket, including the ADSL filters (if you have one try another filter). If connected correctly, restart the computer and Modem/Router. Failure to connect after this procedure contact us as you may have a service related issue. Details of how to contact us are on the “Contact us” page.
If the ADSL link is present, the problem is likely to be with the ADSL Modem/Router or the computer. This could be a software and/or hardware issue.
To try to resolve the problem, shut down the computer, switch off the electrical supply to both the Modem/Router and the computer for a minute, reapply the power to both and restart the computer. In most cases this will resolve the problem.
Should this action be frequently necessary, then it could be that the firmware needs updating on the Modem/Router. If this is the case then expect to find plenty of information about the problem on the many news groups on the internet. Try one of the ‘Search Engines’ on the “Web Search” page.
Always follow the Modem/Router manufacturers instructions if attempting a firmware update.