Fibre network termination point

Checks for fibre network termination points

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  • Check you have power to your equipment (phone, modem etc.), and that you haven’t accidentally unplugged it or switched it off. If there’s been a power cut your Openreach equipment should still work as it has a battery back-up – so you can make an emergency call, with a non DECT phone if you need to for up to an hour – but any other equipment might not work.
  • Take a look at the lights on your Openreach equipment. If the passive optical network (PON) light is solid green and the loss of service (LOS) light is off then you’re good to go – your Openreach equipment is working properly. If the PON light is off or flashing green and/or the LOS light is red, then there’s an issue. You’ll need to contact your communications provider, the company you get your broadband from. 
  • Check your phones/handsets aren’t faulty – test any phones you have by unplugging them and reconnecting them one at a time. Remember to check the line each time.
  • Check any equipment that's connected to your phone line in the same way – so that’s things like routers, TVs, set-top boxes, modems, faxes, alarms and auto diallers (for care systems).
  • Restart your broadband equipment by turning the power off and on again. Make sure you give it enough time to power up before you try it again.
  • Double check all the cables are connected and haven’t come loose.
  • If you’re using wi-fi, try a couple of devices to make sure it’s a problem with the connection and not the device itself.
  • If you’ve got another broadband router, try connecting that up. If it works, then it’s an issue with the router, not the connection.

    If the problem continues, you’ll need to contact your communications provider. It might be useful to call them on your mobile (or have it handy when you call) in case they need to run tests on the line.