Help and Support

Some useful tips if you need help and support.

Fixing a phone line fault

If your phone line isn’t working, it may be the case that the issue can be simply rectified by following our guides below.

If your problem isn’t listed below, please contact our customer services team who will be on hand to provide more support. Click on one of the following for more information:

Router Setup and Configuration

Setting up a wireless router is straightforward as long as you have a PC with a wireless network adapter, as well as an active Internet connection. This general procedure will guide you through the process for the common kinds of network equipment.

Alternatively, read the guide online or download the guide by clicking here: Router Setup and Configuration Guide

Setup your Wireless Router on a Windows PC

1. Connect the wireless router to your modem using an ethernet cable.

2. Connect your wireless router to a power source. Wait about a minute, and then continue to the next step.

3. Click the network icon in the notification area; the icon should look like a series of vertical bars, or a tiny PC with a network adapter alongside it.

4. Select your wireless network from the list of available networks to complete the setup process.

If you can’t set up your wireless router as explained above, you may need to configure your router manually.

Manually Configure your Router

1. Connect your wireless router to the modem, using an ethernet cable.

2. Connect the wireless router to a power source. Wait about a minute to ensure that your router is fully operational.

3. Connect the wireless router to your computer using an ethernet cable.

4. Log in to your router’s Web interface by opening a browser and entering the IP address of your router into the address bar. The IP address should be listed within your router’s documentation. Can’t find your IP address?

5. Enter the default username and password, which you should find within your router’s documentation.

5. Use the Web interface to set up a network name and password.

6. Disconnect your computer from the wireless router and then reconnect wirelessly.

Caution: Be sure to use a password to protect your wireless network. Unauthorised parties can easily connect to an unprotected network, stealing your bandwidth as well as your personal data. Include a combination of letters, symbols, and numbers to build a better password, and don’t use words found in the dictionary. The one-time minor inconvenience of connecting a computer to a password-protected network is worth the huge security advantage.

Useful Links


Ofcom is the independent regulator and competition authority for the UK communications industries, with responsibilities across television, radio, telecommunications and wireless communications services. Visit website

Telephone Preference Service

The Telephone Preference Service (TPS) is the central opt out register on which you can record your preference not to receive unsolicited sales and marketing telephone calls to your home or mobile telephone numbers. Visit website


CISAS has been set up to sort out disagreements between Telecom companies and their domestic and small business customers. Visit website