Internet Down
If you experience lost internet connection, please check if the Horizon phone system is working. You can do this by checking for ringing tone in a desk phone and making a test call.
- If the desk phones are working, this would suggest an internal IT infrastructure issue. Please raise a ticket with your IT support supplier.
- In the event where the Horizon phone system is also down as well as the internet, please perform the following steps:
1. Check that both ADVA and the router have power.
Openreach NTE (top image) and a Virgin NTE (bottom image)
2. Reboot the Cisco router.
3. If the issue persists after having rebooted the router, please take images of the ADVA and router equipment, clearly showing the lights and connections between them (as above example).
4. Send us the images. We will troubleshoot with a dedicated fault team and ensure service is restored as quickly as possible.
Phone System Down
In the unlikely event where the Horizon phone system is down, please follow the steps below for first line checks:
1. If the internet is also not working, please follow steps under Internet Down above.
2. Otherwise, reboot the Cisco router.
Openreach NTE (top image) and a Virgin NTE (bottom image)
Usually, by rebooting the router it should resolve the issue. However, if the problem persists, please take an image of the router with lights clearly shown and send to us for troubleshooting.