Phone not working with your own broadband

Don't worry when your phone stops working on your own broadband. Check your internet first, then the adapter cables and lights before reporting a phone fault.

Quick answer

Confirm your home internet works, check adapter power and network lights, plug your phone into Phone1, restart the adapter and router, and turn off SIP ALG if incoming calls fail.

More detail

This guide is for customers who use their own broadband with a telephone adapter from Simple Telecoms.

If your broadband is down, your home phone will not work until your internet provider restores service. We cannot fix another company's internet.

The adapter needs power and a network cable to your router. Your phone connects to Phone1 on the adapter, not a wall socket.

On digital lines you may hear silence when you pick up. That can be normal. Dial a full number and press send if your phone has that button.

Steady green power on the adapter means it has started. The network light should flash when data passes. Off network light often means no link to the router or no internet.

Fast flashing on the Phone1 light can mean the phone service has not registered. Report a fault after checking cables and internet.

Turn off SIP ALG if outgoing works but incoming fails. See Incoming calls not ringing (your own broadband)

Step-by-step checks

Check whether your home internet works on other devices. If nothing online works, contact your broadband provider first.

You should know whether the problem is internet-wide or phone-only.
Check the adapter power light. If off, check the mains socket and power lead.

You should see at least a power light on the adapter.
Check the network cable from the adapter to your router is firmly plugged at both ends.

The network light on the adapter should show activity when internet works.
Confirm your phone is on Phone1 on the adapter using the handset adapter cable we supplied.

The cable should run from Phone1 to your phone, not to a wall socket.
Restart the telephone adapter: unplug power for 30 seconds, plug back in, wait three minutes.

The power light should return to steady green when ready.
Restart your broadband router using your provider's safe method, wait three minutes, then test again.

Internet and adapter should both be back online before testing.
Make a short outgoing test call, then ask someone to call your home number back.

You should know whether inbound, outbound, or both fail.
If outgoing works but incoming does not, turn off SIP ALG. See Incoming calls not ringing (your own broadband)
If Phone1 flashes fast three times and repeats, note the light pattern when reporting a fault.

Common mistakes

Reporting a phone fault before checking that home internet works.
Plugging the phone into an old wall socket.
Unplugging the network cable during a restart and leaving it loose.

Things to know

See Digital home phone with your own broadband for first-time setup.
See No dial tone for cable checks that also apply to the adapter.
See Can't make calls and cant receive calls for wider call faults.
See Poor call quality with your own broadband if calls connect but sound poor.

Frequently asked questions

Internet works but phone does not?

Check adapter lights, Phone1 cable, and restart both boxes. Then report a fault if still broken.

Who fixes my broadband?

Your broadband provider, not Simple Telecoms.

What do adapter lights mean?

Steady green power means ready. Network flashing means data passing. Fast flashing Phone1 may mean registration failed.

Should I press reset on the adapter?

No unless we tell you. Use power off and on only.

Still not working?

If the phone still fails after your internet is working and you have tried these steps, report a fault online. Say you use your own broadband and describe the adapter lights.