Call Plan + Troubleshooting

Welcome to the Call Plan + troubleshooting page. If you are experiencing issues with your Call Plan + service, you are in the right place to get your service back to normal as quickly as possible.

If you are looking for general information on the Call Plan + service then please go to this page.

If you are having issues with your GoFibre broadband then please go to this page.

Have you recently registered for Call Plan + and ported your number?

If you have ported your number from your previous provider, please wait until at least 2pm on your number port day before using your phone. If your number still hasn’t been ported by this time, please contact us.

Do I need to dial the area code when making a call using Call Plan +?

Yes you do. Unlike a traditional landline, you need to include the area code and then the number of the person you want to call. For example in Berwick Upon Tweed, you would need to dial the area code 01289 and then the number of the person you want to call.

Troubleshooting steps

Step 1: Check connection to router

Please make sure that your VOIP phone is connected to the correct port on your router. If you have the white GoFibre router in the image below then ensure it is connected to the identified port called ‘Phone1’.

If you have the black Advanced router in the image below then ensure it is connected to the identified port called ‘L1’.

It is important that you only connect your phone to these specific ports as if you connect it to a different port, your phone won’t work.

Please note that your phone will not work if you plug it into a BT socket around your home like you might have done previously. Your phone needs to be connected to your GoFibre router as described above.

If you do not have one of these routers then please contact us.

Step 2: Check phone cable

Please make sure that your phone is connected directly to the router without any adaptors or extenders like the ones in the image below. Your phone will not work unless it is connected directly to your GoFibre router.

Step 3: Check power

Please make sure that your phone is connected to a plug socket and the socket is turned on. Your phone display should display information when it is turned on and receiving power. If you do not know how to turn your phone on, please refer to the manufacturers information of your phone.

Step 4: Call quality

To ensure the highest quality phone calls, we recommend the following:

• Whilst on a call stay as close to the phone base station as possible
• Make sure your phone and base station are not close to anything that sends out signals such as baby monitors or microwaves as this can disrupt your phone call.
  • This is particularly relevant if your phone calls sound robotic or unclear

If you are still experiencing issues with your Call Plan + service after following these steps then please contact us.