WLR/ADSL First Line Checks

Before you contact the support desk please ensure that you have completed the below checks for the relevant fault.
**Please note that these tests only apply to ADSL & VDSL and do not apply to SOGEA and FTTP as there is no voice component of the line to carry these tests out on. Skip these tests SOGEA & FTTP circuits.
Preliminary WLR Tests

Check the physical phone line. To do this:
 Plug a telephone into the test socket, lift the receiver and listen for any audible noise
 Dial 17070 and press option 2, this will carry out a quiet line test
 Make a phone call and ensure the quality of the call is good

No Dial Tone
 Is the router powered up?
 Are the router and associated cables connected correctly?
 Does rebooting the router resolve the problem?
 Is the underlying telephone line working ok? (see Preliminary WLR tests above)
 Plug in a phone and check that dial tone is present, and that there is no audible noise. (see Preliminary WLR tests above)
 Is the sync light on the router (CD Light)?
 Is the PPP light on the router?

 Confirm if there has ever been a working service, if yes when was the fault first experienced? And has anything recently changed on site? i.e. new cabling, other electrical equipment?
 Is the router connected in the master socket? Has the internal wringing been eliminated?
 Does removing all other equipment from the line like analogue phones and fax machines solve the issue? *
Please note: It is strongly recommended that equipment like fax, PDQs & alarms are kept on a separate WLR line from broadband. These products and any others that use high frequency tones will interfere with the connection and cause speed and connectivity issues.

Drop Calls
 Is the problem experience constantly or only at certain times of the day?
 Does the router lose sync when the calls are dropped? If so, how long for and how does the user get sync back?
 Is the underlying telephone line is working OK? Plug in a phone - is dial tone present and no audible noise? (see Preliminary WLR tests above)
 Is the router filtered properly? Does changing the filter help?
 Is the router connected directly to the master socket? Has local wiring been eliminated?
 Has all other equipment been removed from the PSTN line (phone and fax machines)?
 Are there any sources of electrical or mechanical interference near the router?

Poor Call Quality
 Describe the symptoms exactly and at which end experienced: crackling or popping; distorted voice; intermittent silence; inaudible voice; echo on the line
 Is the problem experience constantly or only at certain times of the day?
 Is the underlying telephone line is working OK? Plug in a phone - is dial tone present and no audible noise? (see Preliminary WLR tests above)
 Is the router filtered properly? Does changing the filter help?
 Is the router connected directly to the master socket? Has local wiring been eliminated?
 Has all other equipment been removed from the PSTN line (phone and fax machines)?
 Are there any sources of electrical or mechanical interference near the router?