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Line/Broadband Fault Checklist

  • Make sure your router is set up for “Always On” as opposed to “On Demand”. This will ensure the connection is always active.
  • Check if you have a dial tone on the line using an analogue phone plugged directly into the master socket. If there is no dial tone, there may be a fault on the copper line which will need raising. Before raising a fault, double-check this by removing all other devices so it’s purely the testing analogue phone that is plugged in.
  • If dial tone is present, but it seems noisy, this may cause an issue with broadband dropping. To run a test for a noisy line, you can dial 17070 and choose “quiet line test” which will give you no sound on the line and will allow you to hear any noise that is present.
  • Try changing the microfilter (if you have one) and the DSL cable (RJ11) from the socket to the modem/router.
  • Remove all extensions from the master socket and other leads and connect your DSL cable (RJ11) into the master socket. Remove all other devices also, such as card terminals, fax machines, Sky boxes, Red Care alarm to rule out any interference.
  • Swap your router for another to make sure it is not the router that is faulty.

If all of these have been completed, and the issue still persists, please contact our Support Team to run further diagnostics.

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