ADSL Troubleshooting Tips
When you cannot connect or lose your connection to the Internet, the following guide should help you in troubleshooting your connection.
Connecting Using an ADSL Modem.
(Focused on SpeedSouch 330 USB)
On most modems there are two main lights are displayed.
1) USB
2) ADSL
The USB light indicates whether the device is communicating with the computer, while the ADSL light indicates the status of your connection.
No Synchronization
When the ADSL light is flashing amber or switched off you will not
be able to connect. If you are in this situation:
1) Check whether your phone line is working.
2) Restart the computer. (which will reboot the modem).
3) Check whether your cables are connected correctly.
4) Remove any other devices from the phone line, ie.
fax machine, satellite box or alarm system.
5) Swap the ADSL Micro filters (The small white square
box(es) located at the socket(s).
6) Test your connection using the master socket on the premises.
Cannot Connect
1) Check whether your phone line is working.
2) Check the lights on your modem. (Both lights should be Green).
3) If the USB light is red then reinstall the modem drivers.
4) Power cycle the modem by restarting the computer.
5) Try to log in with the BT test user name. This username doesn't
require a password. Username: bt_test@startup_domain
Slow Speed
1) Check whether there is any unusual noise on the
phone line.(If there is any you will need to report it to BT)
2) Remove any other devices from the phone line, ie.
fax machine, satellite box or alarm system.
3) Swap the Micro filters (The small white square
box(es) located at the socket(s).
4) Test your connection using the master socket on the premises.
5) Run a speed test on your connection. (Please refer to the ADSL
speed test for further information).
Intermittent Connectivity
1) Check whether there is any unusual noise on the
phone line (If there is any, you will need to report it to BT).
2) Remove any other devices from the phone line, ie.
fax machine, satellite box or alarm system.
3) Swap the Micro filters (The small white square
box(es) located at the socket(s).
4) Test your connection using the master socket on the premises.
5) Note down whether the loss of connection occurs only at
certain times of the day or wether it's continuous.
6) When the connection drops, find out whether you are in a
particular web site or downloading a large file.
Connecting Using a Router
ADSL Modem/Routers have more indicators than the standard modem. Some of the indicators are graphical. ( Please refer to manufacturer's user manual for further information).
No Synchronization
1) Check whether your phone line is working.
2) Turn off the router for at least 60 secs and turn it on. (BT engineer
installed router's require to be turned off for 20-30 min).
3) Check whether your cables are connected correctly.
4) Check the router configuration setings (VPI, VCI and etc.)
5) Remove any other devices from the phone line, ie. fax machine,
satellite box or alarm system.
6) Swap the Micro filters (The small white square box(es)
located at the socket(s)).
7) Test your connection using the master socket in the premises.
Cannot Connect
1) Check whether your phone line is working.
2) Check the status of your router lights.(ADSL light/icon to be solid)
3) Check the router configuration settings. (VPI, VCI and etc.)
4) Turn off the router for 30-60 secs and turn it on. (BT engineer
installed router's require to be turned off for 20-30 min)
5) Try to log in with the BT test user name. This username doesn't
require a password
username: bt_test@startup_domain
6) Check whether you can ping to the router
7) Check whether you can ping external web sites from your computer and from the router. (If you can ping using your router please check the cabling of your internal network)
Slow Speed
1) Check whether there is any unusual noise on the phone line.
(If there is any, you will need it to report to BT)
2) Remove any other devices from the phone line, ie. fax
machine, satellite box or alarm system.
3) Swap the Micro filters (The small white square box(es)
located at the socket(s)).
4) Test your connection using the master socket in the premises.
5) Check whether you have updated the router to the latest firmware version.
6) Run a speed test on your connection. (Please refer to ADSL speed test for further information)
Intermittent Connectivity
1) Check whether there is any unusual noise on the phone line.
(If there is any, you will need it to report to BT)
2) Remove any other devices from the phone line. ie. Fax
machine, sky digital box and etc.
3) Swap the Micro filters (The small white square box(es)
located at the socket(s)).
4) Test your connection using the master socket in the premises.
5) Check whether you have updated the router to the latest firmware version.
6) Note down whether the loss of connection occurs only at certain times of the day or is it continuous.
7) When the connection drops, find out whether you are in a particular web site or downloading a file.