a) get you back online as quickly as possible,
b) speed up your connection
c) Resolve your Broadband issue
It should take around five minutes to complete the tests below and will help us to find out exactly what's causing the problem.
First check your modem/router
Most broadband problems can be fixed by switching your modem or router off, then back on. Please give this a go, then try to connect to your broadband account again.
Next ask BT for a line check
If your broadband still doesn't work, you may have a problem with your BT line. The quickest way to find out is to ask BT for a line check.
Simply call 150 (or 152 for business customers) and ask for a Telephony Line Check or PSTN Line Check.
NOTE that they may say its not their broadband contract and that your ISP should check the lone. This is not correct - they must run the check if requested at no cost to you (and make sure you will not be charged for this). The line check is required by BT themselves before they will look into and Broadband problems and they will not proceed without it. You could try saying BT WHolesale asked you to request this check before they will look into any ADSL problems.
This will catch the majority of problems that could affect your broadband service. If BT can't find a problem with your line, please complete the broadband questionnaire below.
Broadband diagnostic checks
1) Is the username and password you're using to connect correct?
2) Is your broadband modem/router plugged into your master phone socket? If not, please move it to the master socket to test the broadband connection.
3) Are you getting an ADSL sync with the exchange? On a BT Voyager modem or router, check the green "DSL" light. If it is lit constantly, you have an ADSL sync.
4) If you are getting an ADSL sync, try logging in using our test ADSL account:
Visit http://www.bt.net/digitaldemo in your web browser. Note: you won't be able to view any other websites using this test account.
5) Is there any other equipment on the phone line? For example: alarm system, Sky TV, dial-up modem.
6) Have you tried an alternative broadband modem or router?
7) Are microfilters fitted to every phone socket and every non-broadband device connected to the line? Use only ONE microfilter per socket.
8) Have you tried alternative micro-filters?
9) Have you ever successfully used broadband on this line?
10) Please unplug everything from the phone line, including all micro-filters and all phones. Now plug a micro-filter into the master socket and try your broadband modem/router in that socket. Does the modem/router get an ADSL sync?
11) Do you connect your broadband modem using a USB cable? If so, shut down your PC, then disconnect your modem. Turn your computer back on and, once Windows is ready to use, plug your modem back in.
11a) If your PC didn't recognise the modem when you plugged it back in, follow the manufacturer's instructions to re-install the modem drivers.
12) If you're using a router that you plug into the network port on your PC, remove the router's power cable. After three to five minutes, plug the router back in. What next?
12a) If you're using a router, and you still can't get a connection after switching it on and off, check that the configuration is as follows:
Encapsulation Mode: PPP over ATM (PPPoA - RFC2364) VC-MUX
Your router's manual will show you how to check your configuration.
Are you using ANTI VIRUS, FIREWALL, INTERNET SECURITY, SPAM GUARD etc propgrammes. If so does your connection work WITHOUT these applications enabled. (REMEMBER you should not leave your computer exposed to the web AT ANY TIME without these type of programmes running and up to date.)
Do you have a virus, Trojan or SpyWare infecting your computer network?
Are you running a lot of applications which update themselves automatically while you are on-line? If so this can cause a slow connection.
Are you using wireless? Is the transmitter and receiver doing what they are supposed to do and connecting to each other (check using the software supplied with the wireless adapters and routers - usually under SIGNAL STRENGTH)
Are the aerials pointing in their ussual direction / configuration?
Your connection drops after a while or you can't connect every time
1. How often do you lose your connection?
2. When do you lose your connection?
3. Does your modem/router's "DSL" light flash or turn off when you lose the connection - i.e. do you lose ADSL sync?
4. Have you noticed any pattern to the times and duration of the occassions when you lose your connection?
5. Do you usually lose the connection when visitng a particular website or doing anything else in particular?
6. Can you reconnect straight away?
7. Do you have to reboot your computer or router?
8. Do you get an error code when you log on again?
9. Do you lose your connection when someone calls you on the same line?
10. Have you changed the micro filters to check if they are causing the problem?
You have a slow connection
1. Please disconnect any other computers that are using the same modem/router and try your connection again.
2. Run a full virus and spyware scan and deal with any problems found. Viruses and spyware can overload your connection.
3. Run a trace route to www.google.com This shows if the routing is overly complicated and the times to hit each server (go to START then Run ... then in the box type CMD then in the black box type tracert www.google.com - you should then see the trace To exit the black box type in exit once the trace is complete.
4. Visit http://speedtest.eng.net/100MB.bin and note down the reported speed and how long the file takes to download.
5. Visit http://adslguide.org.uk/tools/speedtest.asp and note down the results of the speed test. Results on your 0.5mb connection show as follows:
If all the above does not help - there could well be a fault at the BTW telehouse. They will NOT initiate an investigation unless we first provide them with answers to the above as the majority of issues are solved using the information in this help package/
We hope to have you back online very soon!