Your broadband questions answered
Broadband Modem/Router Support Zone
Troubleshooting WiFi Equipment
What to check
The first things to check if you cannot access the Internet, are:
- Power to the router
- Hardware connections to the router, computer and filter
- LEDs on the front of the router
Configuration problems
If your Router/modem is unreachable due to mis-configuration, you might consider a hardware reset to factory defaults as described in below. If the suggestions contained within this section do not resolve your issue, please contact the technical support team.
Please note that resetting the hardware to its factory settings will revoke all the changes you made to the configuration.
Checking the Hardware
Check the wiring
Plug in properly all the cables you need. Make sure that the cables between your router/modem, computers and telephone socket are plugged in firmly. Loose connections can affect your Internet connection.
Damaged cables can interfere with your Internet connection. Check for damage along the cables and loose connections at the end of the cable. Replace any damaged cables.
Test the telephone line
To eliminate the possibility of a fault with the telephone line itself, check for a dialling tone by using a telephone connected to the telephone master socket. If you are using broadband, check whether all micro-filters have been correctly fitted.
Contact your current line rental company if there is no dialling tone, which is likely to be either BT or Homecall.
Restart your computer
Loss of Internet or network connectivity may be caused by the computer. Restarting your computer may solve the problem.
Power-cycle the Router/modem
To restart your Router/modem, simply turn it off. Wait five seconds and turn it back on.
Router LED Diagnostics
Checking the LEDs
After establishing a connection with the Internet, at least the following LEDs should solidly light green: Power, DSL, Internet.
LED status and Possible solutions
No LEDs are lit
The Router/modem is not turned on, or turned off.
- Make sure the router/modem is plugged into an electrical outlet.
- Make sure you are using the correct power supply for your router/modem. The router/modem electrical power requirements are indicated on the label on the bottom of your router/modem.
- Make sure the router/modem is turned on.
- Unplug the router/modem, restart your computer and then plug the router/modem back in.
Power LED is lit red or flashing amber
The Router/modem is malfunctioning or not able to start up.
- Fully unplug the Router/modem from your computer and disconnect it from its power supply. Wait five seconds, connect the Router/modem again and turn it back on.
DSL LED is flashing green or no DSL LED
Your DSL service is unable to synchronise.
- Make sure the Router/modem is plugged into the broadband enabled phone line.
- Make sure micro-filters are correctly fitted (if not, it is likely that there is a fault on your line).
- If you have previously had a working connection, call your ISP to check for service outages.
No Ethernet LED
No Ethernet connectivity:
- Make sure the Ethernet cable(s) are firmly connected
- Make sure you are using the correct cable type for your Ethernet equipment.
WLAN LED is flashing or not lit
The WLAN LED flashes if there is wireless LAN activity and can have different colours:
- Green: The router wireless access point is operating in the highest security mode (WPA). Make sure to use the same WPA encryption on the WLAN client.
- Amber: The routers wireless access point is operating in medium security mode (WEP). Make sure to use the same WEP encryption on the WLAN client.
- Red: The routers wireless access point uses no security.
Red Internet LED or No Internet LED
There was an authentication failure. This will usually present itself as an error message regarding an incorrect password.
- Check whether your user name is correct, this was sent to you in a letter prior to you being connected.
- Check whether your password is correctly entered. The password is case sensitive.
- If you continue to get password failures, contact the Technical Support team.
Web Diagnostics
Testing your Internet Connection
After setting up the Internet connection, there is an easy way to check whether your configuration is fine.
Proceed as follows:
- Go to the router home page enter http://dsldevice.lan or 192.168.1.254 into your Internet Explorer or similar address bar.
- In the menu, click SpeedTouch.
- In the Pick a task list, click Check connectivity to the Internet.
- In the Internet Service to Check box, select the Internet service you want to check.
- Click Check Connectivity.
If the test is successful, you will see a list of green check marks as shown in the example below:
Otherwise a red cross will help you to diagnose the problem:
Your DSL line is not synchronised.
- Check whether your telephone line is correctly connected to your router
- Check the DSL LED
No ATM activity detected on your DSL line.
No Ethernet activity.
If you are connected through a protocol other than PPPoE, this check is not applicable as the result will always be "No Ethernet activity".
- Authentication failed: check your user name and password. The user name would have been sent to you in your welcome letter.
- Your connection is disconnected.
- Could not bring up link.
No IP
No IP address or no DNS server has been configured. During IP address negotiation, there was an IPCP error or a DHCP error.
No Internet
This test sends 1 ping to each address of a configured list of IP addresses. The test succeeds if all addresses can be reached. If your primary and secondary DNS server are part of the list, reaching one of both is enough.
No DNS
The DNS service provided by your ISP may have a problem.
Reset to factory settings
Resetting your router
You might consider a reset to factory defaults as described below. A reset to factory default settings deletes the configuration profile settings. Therefore, after the reset, a reconfiguration of your router will be needed.
Reset to default configuration
Proceed as follows:
- Make sure the router is turned on.
- Use a pen or an unfolded paperclip to push the recessed reset button on the back panel. The reset button is marked with a red circle. Push it until the power LED lights red - this will take about 7 seconds.
- Release the reset button.
- The router restarts.