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IT Frequently Asked Questions
We've compiled a list of answers to common questions.
This could be for a variety of reasons including failed Windows update, faulty hard drive, failing or faulty PSU, corrupted drivers.
- The first thing to try is see if the PC has power. Look for lights on the PC or listen for the fans spinning up.
- If it is a failed Windows update, try unplugging all connected USB devices (leaving just the keyboard) and booting up the PC. In a few cases this will resolve the issue.
- If the PSU has gone or going. It will boot intermittently or not at all. Either case, raise a support ticket.
- If you have corrupted drivers, then you need to roll it back to a previous working version. In Device Manager, go to the device that has the corrupted driver, Right Click and choose Properties. Click on the Driver tab and Click Roll Back Driver. If that doesn’t help, raise a support ticket.
- If you think that your hard drive is faulty or is the cause of your PC not booting, DON’T WASTE TIME. Get the PC into us asap before the drive becomes fully corrupt which could mean you loose all your data. Raise a support ticket.
When your monitor displays a “no signal input” message, it means there’s no image being sent from your PC. To troubleshoot, first ensure your monitor is properly connected to your computer, and that all cables are securely plugged in. To check, unplug all cables from the back of the PC and monitor, then reconnect them to see if the issue is resolved.
There are several ways to speed up a slow computer:
- Run a disk cleanup to delete unnecessary files and free up space on your hard drive.
- Uninstall programs that you don’t use.
- Raise a support ticket, so we can run virus scan to check for and remove any malware or viruses.
- Disable unnecessary startup programs, if not sure how raise a support ticket,
- Clear your browser’s cache and history.
- Raise a support ticket, so we can add more memory or upgrade to a SSD.
- Use a performance optimization software utility.
- Check for and update any outdated drivers.
- Keep your operating system and software up-to-date.
- Consider scheduling regular maintenance with us.
It is important to note that the best solution may vary based on the specific cause of the slow performance.
There are several steps you can take to fix a computer that freezes or crashes:
- Try one of the options listed above.
- Raise a support ticket, so we can check for and resolve any issues with overheating.
- Run a disk check for errors.
- Raise a support ticket, so we can check for conflicting programs or background processes.
- Try booting in safe mode to see if the issue persists.
- Restart or power cycle your computer.
If the issue persists, raise a support ticket for further assistance.
It is important to note that the best solution may vary based on the specific cause of the freezing or crashing.
There are several steps you can take to troubleshoot software-related issues on your computer:
- Check for and install any available updates for your operating system and installed programs.
- Restart your computer.
- Raise a support ticket, so we can check for conflicting programs or background processes.
- Run a virus scan to check for and remove any malware or viruses.
- Check for and update any outdated drivers.
- Run a disk check for errors.
- Raise a support ticket, Check for and resolve any issues with low disk space.
- Backup your data and try uninstalling and reinstalling the program in question.
- Check the program’s documentation or website for known issues or solutions.
If the issue persists, raise a support ticket for further assistance.
It is important to note that the best solution may vary based on the specific cause of the software-related issue.
There are several steps you can take to troubleshoot internet connection issues:
- Check if your router or modem is properly connected and powered on.
- Restart your router or modem.
- Check your cables and connections to ensure they are securely plugged in.
- Raise a support ticket, so we can check your network settings.
- Check if other devices in your network are able to connect to the internet.
- raise a support ticket, so we can check your router’s firewall, DNS and other security settings.
- Disable and re-enable your network adapter.
If the issue persists, raise a support ticket for further assistance.
It is important to note that the best solution may vary based on the specific cause of the internet connection issue.
Yes, we support Android, Windows, Mac, and iOS. Need help? Call us or raise a ticket for support.
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Digital Voice Frequently Asked Questions
We've compiled a list of answers to common questions.
It works by using something called Voice over Internet Protocol (VoIP). It converts your voice into a digital signal so it can be sent between devices over the internet. It’s a similar technology used by other voice and video services like WhatsApp, FaceTime and Skype.
By 2025, the UK’s current phone network will be retired and upgraded from copper analogue lines to a digital service. So, if you want to keep your home phone, you’ll have to switch to Digital Voice by then.
If you don’t want to switch, or you no longer need a home phone, we can transfer you to a broadband only plan instead.
If you change your broadband package to Full Fibre broadband and want a home phone, we’ll upgrade you to Digital Voice as part of your order.
You’ll be offered a new digital home phone handset when you switch to Digital Voice. This handset supports HD calling.
Most cordless digital phones are compatible with Digital Voice and the phone’s base unit can be connected directly to your router. If you don’t want to have your phone near the router or if you want to keep your existing phone, you can use an adaptor.
Yes, you’ll be able to keep your current phone number, this won’t be affected by the switch to Digital Voice.
Specialist phones will still work with Digital Voice. To set them up and connect on your Switch Over Day, you’ll need to plug them into the back of your router (if available). If you have a second specialist phone, or want to have your phone away from your router, you’ll need to order an adaptor.
Depending on the kind of phone you have, you may not get all the features that come with Digital Voice. But you’ll still have a much clearer line and, if your phone has special features, these will still work.
We’ll contact you with details of your Switch Over Day (this is the day we activate Digital Voice in your home). We’ll send you emails/letters along the way.
These will give you all the information you need to make your switch as easy as possible. If you have any questions or concerns when we contact you just give us a call on your tech support number.
If you think that you live in an area with poor mobile reception, and there’s a power cut, we’ll provide you with a solution to make sure you can make calls for a short period of time. Get in touch by calling tech support and we can walk you through your options.
Broadband Frequently Asked Questions
We've compiled a list of answers to common questions.
You can check your broadband speed with https://www.speedtest.net/.
You must be connected to one of your LAN ports on your router in order to get a true reading.
If you are having broadband speed issues with your current provider, why not raise a ticket and we will see what we can do.
Usually indicated by: a dropping Internet connection. The ‘DSL’ or ‘Sync’ light on your modem is likely to flash during the drop-outs.
Please raise a Ticket, copying in your answers to these questions:
1. Do you lose your connection only at certain times of the day, or is it all the time? If only at certain times, please say when.
2. How long has the problem been happening and when did it start?
3. What are you doing at the time of the fault (e.g. downloading large files). Does your connection drop when idle?
4. When you lose your connection is sync lost on the modem/router (i.e. does the DSL link light start flashing or does it remain solid green)?
5. Do you have any other equipment on the telephone line which may affect the service (e.g. a fax machine). Is your PSTN (voice) service working OK?
6. Please connect your modem/router to the master telephone socket, leaving all other equipment disconnected. See if the problem still happens.
7. Has another modem/router been tested on your telephone line, or have you tested your modem/router on another telephone line which you know works OK?
8. Have you changed the microfilter to see if this is a problem?
9. Are you on a particular website when you lose your connection?
10. Is the session actually disconnecting (e.g. so you have to login again), or is it reducing to almost nothing (e.g. the session stays connected, but it is hardly usable)?
11. Can you reconnect again straight away, or do you have to reboot?
12. Do you use any other protocols and applications other than your web browser, email and FTP?
13. Do you get an error code when you log on again?
14. Have you added microfilters to all used points?
15. Is there an alarm system on the property which uses the telephone line?
16. Have you anything else connected to your PC besides the modem/router?
17. Please make sure that your modem/router stays switched on and plugged into the telephone socket. This will allow us to check your problem and make further tests.
Usually indicated by: the ‘DSL’ or ‘Sync’ light on your router being off.
Please raise a Ticket, copying in your answers to these questions:
1. Has the cabling between your modem/router, the BT wall socket and your PC been checked?
2. Have you switched off your modem/router and PC and turned this on again?
3. Have you checked your microfilters/faceplate? (The best way to do this is to try two different microfilters).
4. Are all other devices in the premises which are plugged into the main phone line also plugged into a microfilter/splitter?
5. Is the telephone line noisy? i.e. is there crackle, hiss or background noise when making a phone call with the phone plugged into a microfilter/splitter into the main socket, without any broadband hardware connected? If there is please ask BT to check your phone line.
6. – THIS TEST IS VERY IMPORTANT – Have you tried the connection with *ONLY* the broadband hardware plugged directly into the master socket through a microfilter/splitter (with no other equipment plugged into any other extension sockets in the premises)?
This test removes the chances of the problem being with internal wiring or other faulty equipment, e.g.
Telephones (including cordless phones)
Faxes
Sky boxes
We understand that this can be inconvenient, however this is a cause of a lot of faults. This is especially important for accounts which have never worked, or if you’ve plugged any other equipment into your phone line.
7. Please can you make sure that your modem/router will stay switched on and plugged into your telephone socket? This will allow us to check your problem further and make more tests.
Openreach Standard Care (MC5)
Standard Care operates during BT Normal Working Hours as defined below. BT will clear the fault within 40 clock hours of receipt of the fault report, excluding any allowable parked time.
BT Normal Working Hours – For the reporting of faults, 24 hours a day, seven days a week (including UK Public and Bank holidays). For engineering visits by BT to a Site (customer or End User premises or BT exchange), 0800-1800 Monday to Saturday (excluding Regional Public and Bank Holidays).
Where an engineering visit as defined above is required, Sundays and regional Public and Bank Holidays will not be included as part of any on-time repair measurement.
Openreach Enhanced Care (MC4)
Enhanced Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. BT will respond to a fault report within 3 hours of receipt of the fault report and BT will clear the fault within 20 hours of receipt of the fault report, excluding any allowable parked time.
BT Working Hours – For the reporting of faults, 24 hours a day, seven days a week (including UK Public and Bank holidays). For engineering visits by BT to a Site (customer or End User premises or BT exchange), 0800-1800 Monday to Sunday (including Regional Public and Bank Holidays). Out of hours engineering visits to site may be used to complete a repair if unrestricted access is available.
Openreach Critical Care (MC14)
Critical Care operates 24 hours a day, 7 days a week including UK Bank and Public Holidays. BT will clear the fault within 7 hours of receipt of the fault report, excluding any allowable parked time.
Critical Care Working Hours – For the reporting of faults, 24 hours a day, seven days a week (including UK Public and Bank holidays). Out of hours engineering visits to a site may be used to complete a repair if unrestricted access is available. If Diagnostics indicate a fault and an appointment is required then BT will aim to fix any fault seven (7) hours from the start time of the agreed appointment slot.
Where diagnostics have not indicated any fault and an appointment is required, these will be provided to Enhanced Care timescales and excluded from any SLA. If a fault is subsequently found in the BT domain, then this time, excluding any allowable parked time, will be included in the SLA time.
