Phone says disconnected (Your own broadband)
Guide reference: HG-0161
Quote this reference if you contact us about this guide.
Approx. 2 min read
Fix disconnected messages when the adapter cannot reach our service. C
Don't worry. With your own broadband, most phone problems are adapter cables, internet outages, or a router setting called SIP ALG.
Quick answer
Check the adapter has power and your broadband is online.
Steps for your own broadband
Check the adapter has power and your broadband is online.
Wait until your go-live date if service is new.
Restart the adapter after checking cables.
See Phone not working with your own broadband if the adapter will not connect.
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 these steps do not fix the problem, report a fault online and say you have a Your own broadband service.