Check your cables and sockets (Physical line)
Guide reference: HG-0130
Quote this reference if you contact us about this guide.
Approx. 1 min read
Visual checks before reporting a fault. For Physical line customers. Remove any cable to an old wall socket. Plug the phone adapter directly into Phone1 on the...
Don't worry. A careful look at cables and sockets solves many faults before you need to report online.
Quick answer
Remove any cable to an old wall socket. Plug the phone adapter directly into Phone1 on the router.
Visual cable check
Remove any cable to an old wall socket. Plug the phone adapter directly into Phone1 on the router.
Unplug care alarms, answering machines, and call blockers temporarily for the test.
Push the power, internet, and phone cables firmly into the router.
Look for kinks, chew marks, or frayed wires on all cables.
Swap in a spare phone cable or try a phone you know works on Phone1.
If the phone works on Phone1 but not on a wall socket, extension sockets are not supported on digital lines.
Still not working?
If cables are secure and the phone still fails, report a fault online and mention you completed a cable check.