AN ENGINEER CHARGE OF £125 + VAT WILL BE INCURRED IF THE FAULT IS FOUND TO BE WITH YOUR EQUIPMENT OR INTERNAL WIRING WITHIN YOUR SITE.
THIS CHARGE WILL ALSO BE INCURRED IF AN ENGINEER IS BOOKED BUT IS UNABLE TO GAIN ACCESS TO YOUR SITE WHEN THEY ARRIVE.
IF YOU HAVE TELEPHONE SYSTEM, PLEASE FIRST CONTACT YOUR SYSTEM MAINTAINER TO HELP DIAGNOSE THE CAUSE OF THE FAULT.
Please help us to deal with your issue more efficiently by carrying out the tests below and having the following information to hand when you call:
- Call or Line faults
Disconnect all equipment and connect a standard analogue telephone directly into the master socket.
Can you hear a dial tone or make/ receive a call?
Is there any noise or crackling on the line?
Is the issue constant or intermittent?
Finally, remove the face plate of the main BT socket, connect the telephone to the test slot located behind the cover, and repeat the above. (Note: older lines may not have a removable face plate or test socket)
- Broadband faults
Restart your router (leave switched off for 15 minutes if a quick restart does not work). This is a very quick and easy way of resolving the majority of connectivity issues.
Disconnect all other handsets, set top boxes, card readers, etc, that share the same telephone line as the broadband. Check whether the fault persists. If the fault appears resolved this would indicate one of those services wasn’t correctly filtered and this should be remedied before replacing the other equipment.
Connect one computer directly to the router via an Ethernet cable to rule out wireless and internal networking issues.
Disable any backups or remote server access
Rule out hardware issues by replacing the filter(s) and trying an alternative router
Finally, remove the face plate of the main BT socket, connect the ADSL cable to the test slot located behind the cover, and re-check the connection. (Note: older lines may not have a removable face plate or test socket)
- If the fault persists after all of the above please contact the faults team with the below information:
What lights are showing on the router? Are they constant or flashing? What colour are they?
What error message do you see when you try to go online?