Connection troubleshooting
27
There’s no dial tone:
There is a dial tone:
1
try unplugging the filter and plugging
your phone directly into the phone
socket – if there’s a dial tone this means
there’s a faulty ADSL filter. Try swapping
the filter
2
if you’re using an extension socket or
extension lead, plug the ADSL filter
directly into the main phone socket and
listen again
If there’s now a dial tone at the main
socket, but not at the extension: the
extension lead, wiring or socket is faulty.
Please call us on 0800 800 154 or contact
a qualified engineer for help. You can try
connecting your Hub to your main phone
socket. If the Broadband light turns blue,
your Hub’s now connected to broadband.
Connect your computer to your Hub and
open your web browser
If there’s no dial tone at the main socket:
there’s likely to be a problem with your
telephone line. Please call us on
0800 800 154
1
check if anything, such as network
maintenance, is affecting internet
performance by calling broadband
service status on 0800 169 0199.
If service is okay, and you’re using an
extension lead or extension socket,
plug the ADSL filter and Hub directly
into the main phone socket
2
unplug any other telephone devices
(such as telephones, fax machines,
digital TV boxes etc.), leaving only your
Hub and its ADSL filter plugged in
If the Broadband light is now a steady
blue: either your wiring or an ADSL filter
may be faulty. Reconnect each ADSL filter
and telephone device in turn, checking
the Broadband light, to find out if one
is faulty. Also make sure that every
telephone device that’s plugged in uses
an ADSL filter. If you moved your Hub, try
moving it back. When the Broadband light
is blue, and your computer is connected
to your Hub, open your web browser –
you should now be on the internet
If the Broadband light is still off: and
today is your activation day, please wait
until after midnight. If you still have no
Broadband light after midnight, please
call us on the number shown under ‘Need
help?’ in your ‘welcome’ emails and
letters (please make sure you’re at your
computer, and that it’s turned on, when
you call)
