1. Check your telephone line , Pick up a telephone handset that is plugged into the same line as the router and check for a dial tone: 


  • If the line is noisy or you can't hear a dial tone: Report the problem to DV02.
  • If the line sounds clear and I can hear a dial tone: proceed to the next step.


2. Check that your microfilters are fitted correctly

  • Microfilters are used to separate the broadband and telephone signals on your line, Anything connected to your line needs to pass through a microfilter.
  • If you're happy that your microfilters are fitted correctly and you're still having problems: proceed to the next step.


3. Connect your broadband to the master socket

  • You should find the master socket close to the point where the telephone line enters your property.
  • Unplug everything from your line (including set-top boxes, other telephones and all microfilters) and connect your router to the master socket through one microfilter. 
  • This has fixed the problem: Either your extension wiring or something connected to your line is causing the problem. Find out which by checking after plugging each piece of equipment back in. If there's still a problem: proceed to the next step.


There's still a problem: proceed to the next step.


4. Try a different router

  • If you can, try a different router on your line and configure the router, If you need help performing this please contact the support team.


This has fixed the problem: Your current router is faulty and needs replacing, if not Your current router is fine, please contact the support team.