Customer Equipment Checks

Customer Equipment Checks

Your equipment

Depending on the type of connection you have, you’ll either have a small network termination point or a fibre network termination point.

  1. Check you have power to your equipment (phone, modem etc), and that you haven’t accidentally unplugged it or switched it off.
  2. Check your phones or handsets aren’t faulty – test them by unplugging them and reconnecting them one at a time. Remember to check the line with each one.
  3. Check any equipment that’s connected to your phone line in the same way – so that’s things like routers, TVs, set-top boxes, modems, faxes, alarms and auto diallers (for care systems).
  4. Restart your broadband equipment by turning the power off and on again. Make sure you give it enough time to power up before you try it again.
  5. Double check all the cables are connected and haven’t come loose.
  6. If you’re using wi-fi, try a couple of devices to make sure it’s a problem with the connection and not the device itself.
  7. If you’ve got another broadband router, try connecting that. If it works, then it’s an issue with the router, not the connection.

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