UK: 03330 156 651 | IE: 01263 5299
Troubleshooting
System Not Working?
Common Fixes for Phones, Broadband & Connectivity
If something isn’t working as it should — don’t panic. Most common issues can be resolved in just a few steps. Below you'll find our most frequent troubleshooting checks for broadband and phone systems. If you're still stuck, scroll down to report a fault or view system status.
General Checklist (All Routers)
✅ Check Your Lights
Make sure your Power, DSL/Internet, and Wi-Fi lights are solid (not flashing or red). Refer to the router label or front panel key.
✅ Restart Your Router
Unplug the power lead, wait 30 seconds, then plug it back in. Allow 2–5 minutes to reconnect.
✅ Try Wired Connection
Plug a laptop or desktop directly into the router using an Ethernet cable. If that works, the issue may be Wi-Fi specific.
✅ Check Cables & Filters
Ensure your DSL cable and microfilter (if used) are secure, undamaged, and plugged into the master socket.
TP-Link
For standard business setups using TP-Link routers
Login to Router Settings
Open your browser and go to192.168.0.1ortplinkwifi.net. Default login:admin / adminunless changed.Check WAN Status
Go to Status > WAN – make sure IP Address is being assigned by your provider.Reset If Needed
Use a paperclip to hold the reset button for 10 seconds until the lights flash. This restores factory settings (only use if advised by Yellowcom).Wi-Fi Not Working?
Confirm Wi-Fi is enabled under Wireless Settings. Try changing the channel to reduce interference.
DrayTek
For more advanced setups or multi-site use
Access Admin Panel
Open browser and enter192.168.1.1. Login credentials may be admin/admin or specific to your install.Check DSL & Internet Status
Navigate to Online Status > Physical Connection. Look for:DSL: Up
Internet: Connected
IP Address: Assigned
Restart DSL Line
Go to Diagnostics > DSL Line > Reset DSL Line. Wait 2–3 minutes to reconnect.Enable Failover (if configured)
If using dual WAN or 4G backup, confirm the failover settings are enabled under WAN > Load-Balance/Failover.
When to Contact Support
Power light is off (may indicate hardware failure)
DSL or Internet light flashes for more than 5 minutes
Admin login fails (and you don’t know the password)
You’ve restarted, reset, and still can’t connect
📞 Call us: 03330 156 651 (UK) | 01263 5299 (Ireland)
📧 Email: support@yellowcom.co.uk
Issues With Calls, Voicemail or Devices?
✅ No Dial Tone or Cannot Make/Receive Calls
Reboot the handset or softphone app. If using iPECS Cloud or Horizon, check if the system is showing a red status or service alert.
✅ Voicemail Not Working?
Ensure voicemail is enabled. You can reset PINs or update greetings via the cloud portal.
✅ Calls Dropping or Sound Cutting Out?
This could be a broadband issue. Test another device and check your call stats in the portal.
✅ Can’t Log in to iPECS Cloud or Portal?
Reset your password using the “Forgot Password” link or contact our support team.
✅ Night Mode or Auto Attendant Not Activating?
Check your scheduled settings in the portal. A recent update may have reset the schedule.
✅ Handset Unresponsive?
Try power cycling the device. For wired handsets, unplug and replug the ethernet and power adapter.
Quick Fixes That Solve Most Issues
Over 60% of the problems we’re contacted about — from dropped calls to lost internet — are fixed by simply restarting your router or resetting your handset. Try the basics first. If it still isn’t working, we’re just a call away.
Live Service Status
Service
Monitoring
Stay informed with our live service dashboard. Whether you’re experiencing issues with calls, broadband, or mobile services, this tool shows you the current status of Yellowcom systems and network partners. If there’s an active issue, we’ll display updates and estimated resolution times right here.