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1.
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Line fault
Contact your line rental provider and report the fault.
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2.
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Incorrect Filtering
A microfilter is a small device that MUST be first thing that goes into your line
socket. It separates the ADSL signal from the phone signal. In order for ADSL to
work, the master socket and all extension sockets MUST be filtered. Is the equipment
sequence correct?
a) BT Socket > Filter > RJ11 cable >Router
b) BT Socket > Telephone Extension Lead > Filter RJ11 cable >Router *
c) BT Socket > Filter > RJ11 Extension Cable > RJ11 cable > Router **
* We do not recommend you use a telephone extension cable as these are not designed
to carry data
** The length of any RJ11 cable should not exceed 10 metres
Have you added any new devices to the line (to any extensions of) recently and if
so are they filtered?
When broadband was first introduced BT used to install a special socket called a
SSFP (service specific front plate) - as seen below. This has a microfilter built
in and does not require the use of a filter. Do you have one of these sockets?
A good resource to learn about correct filtering can be found at:
http://www.adsl-filters.co.uk/tutorial.html
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3.
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Interference
It has been found that a number of devices, if in close proximity to an ADSL router/modem
can cause interference. These are:
- Halogen Lamps
- Fluorescent Lights
- Scanners
- 900 MHz Cordless Phones
- Some Mobile Phones
- The computer unit itself if place on top of or directly next to the router
Please note that the following connected to an ADSL line may have also been known
to cause interference:
- Dial Up Modems (used for back up)
- Some Fax Machines
- Caller Display Units
- Redcare Alarm Systems and other alarm systems
Please remove all devices attached from the line and re-test. Please also ensure
re-test from the master BT socket. If the service works from the master socket and
not an extension then please contact the company from whom you rent your lines.
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4.
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Check the router configuration
It is likely that your router has been incorrectly configured. If [reseller name]
provided your router, then refer to the "Welcome and Installation Guide" instructions
provided. Otherwise, refer to you routers User Manual.
The standard settings seen should be;
- VPI: 0
- VCI: 38
- Encapsulation/Protocol: PPPoATM (RFC2364)
- Authentication Type: CHAP
- Framing Mode: VC-MUX / Null
- Modulation: Auto / G.DMT
Note: It is always best to perform a factory reset before you reconfigure your router.
This ensures that any incorrect setting is wiped before you attempt to try again.
You can normally find a factory reset button on the back panel of your router. Usually,
you are required to hold down the factory reset button for 10 seconds before the
reset is carried out.
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5.
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Check you e-mail account connection
Check that you are using the correct connection to retrieve and send your e-mails.
If you are using Outlook Express, press "Tools" - "Accounts" - "Mail". Select the
email account you are experiencing problems with and press "Properties". Select
the "Connection" tab and ensure that "Always connect using this account" is NOT
checked. If you are using an e-mail client other than Outlook Express, please refer
to the help documentation provided with this application.
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6.
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Incorrect SMTP server
Your SMTP server setting will need to be updated. The SMTP server you will need
to use can be found on your "Welcome Installation Guide". If you are using Outlook
Express, press "Tools" - "Accounts" - "Mail". Select the email account you are experiencing
problems with and press "Properties". Select the "Servers" tab. You will need to
update your "Outgoing Mail Server (SMTP)".
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7.
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Incorrect POP3/IMAP server
If you are not receiving emails then your POP3/IMAP server settings (dependant on
the service you are using) are wrong. The POP3/IMAP server you will need to use
can be found on your "Welcome Installation Guide".
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8.
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DNS Problem
The DNS server addresses can be obtained automatically by your router and assigned
to your computer/s using DHCP.
You should check your Network Connection Settings: Select Start> Settings >
Network Connections > Right click on the LAN icon and select Properties >
Select TCP/IP from the first box and ensure that "Obtain DNS Server Address Automatically"
is ticked.
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9.
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Check your Network Connections settings are correct:
Select Start> Settings > Network Connections > Right click on the LAN icon
and select Properties > Select TCP/IP from the first box and ensure that "Obtain
an IP Address Automatically" is ticked.
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10.
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Check The Connection In Internet Options
Open Internet Explorer and select "Tools" - "Internet Options". Then select the
"Connections" tab. Ensure that "Never Dial a Connection" is selected and press "Apply".
Once you have done this, press "LAN Settings". Make sure that none of the boxes
have ticks in them.
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