A guide on troubleshooting tips to helping resolve calling issues.
Here's some tips on resolving Connect Phone problems once the service is set up with us!
- Please check that you have an internet connection. If you have no connection please check our guide on how to fix your connection issues.
- Please check that the Phone Adapter is set up correctly.
- Check that the Blue ethernet cable is in the blue 'web' port on the adapter.
- Check your handset cable is plugged into the green 'phone' port on the adapter.
- Check the device is powered on.
- Please power down the Connect Phone adapter by removing the power cable and wait for a few minutes before powering it back on. When the device is fully powered on, retest a call to and from your mobile to see if its resolved.
- IF this doesn't help, please power down the ONT/Router and the Phone adapter for a full 15 minutes. Again, please retest with a call to and from your mobile.
- IF this doesn't resolve the problem, please try factory resetting the device.
- Remove the ethernet cable, place a pin in the 'reset' for at least 10 seconds. The lights on the device will flash.
- Then disconnect the power cable, reconnect the ethernet cable, reconnect the power cable.
- Device will set up as if it is new. Wait for 5-10 minutes, power light, web light, and then phone light will come on. The device will then restart. When fully powered on, please try a call to and from your mobile.
If you're still struggling please reach out to our Customer Service Team so we can do further troubleshooting!