One phone works, one doesn't (Your own broadband)
Guide reference: HG-0165
Quote this reference if you contact us about this guide.
Approx. 2 min read
Test whether the fault is one handset or the adapter on your own broadband. T
Don't worry. With your own broadband, most phone problems are adapter cables, internet outages, or a router setting called SIP ALG.
Quick answer
Try the working phone on Phone1 with a known good cable.
Steps for your own broadband
Try the working phone on Phone1 with a known good cable.
If only one handset fails, the fault is likely that phone or its batteries.
If all phones fail on Phone1, check adapter and internet instead.
What success looks like
Your home broadband is online, adapter lights are ready, and you can make and receive calls on your home number.
Common mistakes
- Plugging the phone into a wall socket instead of Phone1 on the adapter.
- Expecting Simple Telecoms to fix your broadband when only the phone service is with us.
- Leaving SIP ALG switched on in the broadband router.
Things to know
- See Digital home phone with your own broadband for full setup.
- See Phone not working with your own broadband for adapter faults.
- We do not supply or support your broadband router.
Still not working?
If all phones fail when plugged into the main box socket, report a fault online rather than only replacing handsets.