Before we can report your line fault to BT Openreach, we need to confirm that a few basic checks have been made.
If you can perform these checks before contacting us you will find that they resolve 90% of problems, and for the other 10% give you the information we will need before we ask for it - which again will speed up your problem resolution.
First step - Have you tried turning the router off and on again? If so, make sure that you leave it off for at least 5 minutes so that the BT Exchange has enough time to recognise the disconnection and recycle the port. If you just reboot the router or leave it off for a minute or two then the exchange won't recognise the disconnection.
Second Step - What lights are on the front of the modem? Is there a DSL / Sync light? What colour is this? (Red? Green? Amber?) is it flashing?
Third Step - check cables and try replacing the micro filter.
Fourth Step - Has anything been plugged into any of the internal sockets? Any device connected to the phone line must be connected through a micro filter. And you should only have one micro filter plugged into any wall socket (they should NOT be daisy chained)
Fifth Step - Do you have an admin login onto the router? Have you checked the settings to make sure that the router hasn't dropped the config?
After all of these checks have been made, please submit a support ticket online through the web interface - confirming that you have followed these steps. Once we have that confirmation we can arrange for an SFI visit from an Openreach Engineer. If the engineer attends site and discovers an internal problem then there will be a charge levied by Openreach which we will pass on (this is usually £140 plus VAT)