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.

    • Related Articles

    • Speeds over WiFi

      Unfortunalty we cannot guarantee speeds over a WiFi connection. We've put in some information to help get the most out of the WiFi signal. Unfortunately there's very little we can do about the WiFi environment in properties aside from customers ...
    • WiFi signal strengths and dBm

      A stronger Wi-Fi signal means a more reliable connection. This is what enables you to take full advantage of the internet speeds available to you. Wi-Fi signal strength depends on a variety of factors, such as how far you are from the router, whether ...
    • Can Managed WiFi customers have access to their routers?

      Managed WiFi tenants do not have access to their routers and typically have devices restricted to 20Mbps each. 
    • Understanding broadband speeds

      Bandwidth  Bandwidth is the speed of your overall service. This is measured in Megabits per second or Mbps, a Megabit is 1/8th of a Megabyte. The higher Mbps you have, the faster the service will be.  A good analogy for bandwidth would be a hose ...
    • My network is set to Strict NAT.

      We appreciate that sometimes customers may have some mis-information about how a Strict NAT can affect their online experience.  ​ The network we provide to your property uses ‘Carrier Grade NAT’ ip address ranges. We use Carrier Grade NAT to reduce ...