Before you read this article
Text HELP to 66033 (charges may apply at your standard rate).
- We’ll run tests on your connection to find out what’s going on.
- If you need an engineer, we’ll text you in 15 mins to book a slot.
- If you don’t need an engineer, our brilliant UK and Ireland based team will call you within 30 mins to help solve your issue.
Opening hours
Monday to Friday, 8am to 9pm.
Saturday and Sunday, 8am to 8pm.
Warning messages on Digital Home Phone
No voice service on the hub
The Digital Home Phone service needs to be activated on the Smart Hub you're using.
If this is the first time you've connected your hub (router), the message will disappear when your service is working and ready to use.
Possible fixes
- Check your equipment is set up correctly.
- Turn off your hub at the power socket. Wait at least 1 minute before turning back on.
No service on Line 1: Home and No service on multiple lines
There’s a connection problem between your handset and the Smart Hub.
Possible fix
Turn off your hub at the power socket - wait at least 1 minute before turning back on. Allow the Smart Hub lights to finish changing before trying your service again.
Spoken messages on Digital Home Phone
"Sorry, you may not make calls from this line"
Turn off your hub at the power socket - wait at least 1 minute before turning back on. Allow the Smart Hub lights to finish changing before trying your service again.
"You're not connected to the internet"
Check your equipment is set up correctly.
"The number is not recognised"
Include the area code even if you’re calling on a landline in the same area.
For example, the area code for Newcastle-upon-Tyne is 0191. You'd need to dial 0191 before the number, even if you live in Newcastle.