ADSL Troubleshooting Tips
If you cannot connect or lose your connection to the internet the following section provides assistance into solving the issue.
Connecting using an ADSL modem
(Focused on the Speedtouch 330 USB Device)
On most modems there are two main lights displayed.
1) USB
2) ADSL or DSL
The USB light indicates whether the device is communicating with the computer, while the ADSL light indicates the status of your ADSL connection.
No Synchronization
When the ADSL light is flashing amber or switched off, you will not be able to connect. If this is the situation, please run through the checklist below.
1) Check whether the phone line is working.
2) Restart the computer. (This reboot's the USB modem)
3) Check whether the cables are connected correctly.
(Please refer to the ADSL modem's literature for more guidance)
4) Remove any other devices from the phone line, e.g. fax, Digital box, etc.
5) Change the 'Micro filters'. (The white square box between the
BT socket and ADSL modem, sometimes referred to as a 'splitter')
6) Test your connection using the master BT socket in the premises.
Cannot Connect
1) Check whether the phone line is working.
2) Check the lights on the ADSL modem.
(Both lights should be green in order to connect)
3) If USB light is red then reinstall the modem drivers.
4) Power cycle the modem by restarting the computer.
5) Try to login with the BT test username.
This username doesn’t require a password.
Username: bt_test@startup_domain
Slow Speed
1) Check whether there is any noise, apart from the default noise,
on the phone line. If there is any, you need to report this to BT.
2) Remove any other devices from the phone line, e.g. fax, digital box, etc.
3) Change the 'Micro filters'. (The white square box between the
BT socket and ADSL modem, sometimes referred to as a 'splitter')
4) Test your connection using the master BT socket in the premises.
5) Run a speed test on your connection.
Please refer to the 'ADSL Speed Test' section for further information.
Intermittent Connectivity
1) Check whether there is any noise, apart from the default noise,
on the phone line. If there is any, you need to report this to BT.
2) Remove any other devices from the phone line, e.g. fax, digital box, etc.
3) Change the 'Micro filters'. (The white square box between the
BT socket and ADSL modem, sometimes referred to as a 'splitter')
4) Test your connection using the master BT socket in the premises.
5) Make a note of whether the connection loss occurs
only at certain times of the day or if it is continuous.
6) When the connection is lost make a note of whether you were browsing a particular web site, downloading a large file or if the connection was idle.
Connecting Using An ADSL Router
ADSL routers have more indicator lights than ADSL modems. Please refer to the manufacturer’s user manual for further information.
No Synchronization
1) Check whether the phone line is working.
2) Turn off the router for 30-60 seconds and turn it back on.
(BT engineer installed routers require to be turned off for 20-30 minutes)
3) Check whether the cables are connected correctly.
(Please refer to the ADSL modem's literature for more guidance)
4) Check router configuration (VPI, VCI, etc.)
5) Remove any other devices from the phone line, e.g. fax, digital box, etc.
6) Change the 'Micro filters'. (The white square box between the BT socket and ADSL modem, sometimes referred to as a 'splitter')
7) Test your connection using the master BT socket in the premises.
Cannot Connect
1) Check whether the phone line is working.
2) Check the status lights on the router.
The ADSL/DSL light should be solid in order for a connection to be made.
3) Check router configuration. (VPI, VCI, etc.)
4) Turn off the router for 30-60 seconds and turn it back on.
(BT engineer installed router’s require to be turned off for 20-30 minutes)
5) Check whether you can ping the router’s IP address.
6) Check whether you can ping an external web site from your computer and from the router. If you can ping using your router, please check the cabling of your internal network.
7) Try to login with the BT test username. This username doesn’t require a password.
Username: bt_test@startup_domain
Slow Speed
1) Check whether there is any noise, apart from the default noise, on the phone line. If there is any, you need to report this to BT.
2) Remove any other devices from the phone line, e.g. fax , digital box, etc.
3) Change the 'Micro filters'. (The white square box between the
BT socket and ADSL modem, sometimes referred to as a 'splitter')
4. Test your connection using the master BT socket in the premises.
5) Ensure you have the latest firmware for your router.
6) Run a speed test on your connection.
Please refer to the 'ADSL Speed Test' section for further information.
Intermittent Connectivity
1) Check whether there is any noise, apart from the default noise, on the phone line. If there is any, you need to report this to BT.
2) Remove any other devices from the phone line, e.g. fax, digital box, etc.
3) Change the 'Micro filters'. (The white square box between the BT socket and ADSL modem, sometimes referred to as a 'splitter')
4) Test your connection using the master BT socket in the premises.
5) Ensure you have the latest firmware for your router.
6) Make a note of whether the connection loss occurs only at certain times of the day or if it is continuous.
7) When the connection is lost make a note of whether you were browsing a particular web site, downloading a large file or if the connection was idle.