Phone says disconnected (Physical line)
Guide reference: HG-0159
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Approx. 1 min read
What to check if you hear a disconnected tone. For Physical line customers. C
Don't worry if you hear a disconnected or unavailable message. It often means the line is not active yet or the box has lost connection.
Quick answer
Check today is on or after your go-live date in your welcome letter.
Step-by-step checks
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Check today is on or after your go-live date in your welcome letter.
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Confirm the router has power and the broadband light is steady green, not red.
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Firmly reconnect power, internet, and phone cables.
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Restart the router: power off 30 seconds, on, wait three minutes.
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Listen again for dial tone instead of the message.
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Note the exact words of the message when reporting.
Still not working?
If you still hear a disconnected message, report a fault online with your account number and what the lights on the box show.