No dial tone (Physical line)
Guide reference: HG-0138
Quote this reference if you contact us about this guide.
Approx. 2 min read
Fix a phone with no dial tone step by step. For Physical line customers. C
Don't worry. When your phone will not work, most causes are loose cables, the phone plugged into the wrong socket, or the box needing a safe restart. Silence when you pick up does not always mean the line is broken on digital service.
Quick answer
Check the router has power and at least one light is on.
Step-by-step checks for no dial tone
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Check the router has power and at least one light is on.
You should see lights on the router, or confirm power after checking the socket and lead.
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Wait until the broadband light is steady green before testing. On your start date, service may not go live until 6pm.
You should see a steady green broadband light.
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Confirm your phone is plugged into Phone1 on the router, not an old wall socket or filter phone port.
The cable should run from Phone1 to your phone.
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Unplug and replug the phone cable at Phone1 and at your handset.
Both ends should click in firmly.
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If still silent, switch router power off for 30 seconds, then on. Wait three minutes.
Lights should return and broadband light should turn green.
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If still silent after restart, dial a full UK mobile number including the area code. Press send or call if your phone has that button, and wait for ringing or dialling tones.
The call should connect if the line is working, even when you heard silence instead of dial tone.
If calls still fail after these checks, report a fault online and say which lights you see on the router.
Still not working?
If calls still fail after these steps, report a fault online so we can investigate your line.