Are you connecting your handset to the master socket, or at an extension? Are you using a microfilter, or is the socket pre-filtered with separate connectors for phone and broadband? Does your master socket have a test socket? Is your broadband working OK?
Have a look at this link for troubleshooting.
If you need to call the team, number on link below.
How to submit your complaint:
Give us a call on 08007591213 to speak directly to a NOW advisor.