Phone says disconnected (Physical line)
Guide reference: HG-0158
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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
Check today is on or after your go-live date in your welcome letter.
Confirm the router has power and the broadband light is steady green, not red.
Firmly reconnect power, internet, and phone cables.
Restart the router: power off 30 seconds, on, wait three minutes.
Listen again for dial tone instead of the message.
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.