Test and fix ADSL connections.
ADSL FAULT FINDING
ADSL is supposed to be a permanent internet connectio but sometimes it goes dead. Of course you can call us - but sometimes you might find that following these bullet points will get you up and running before we've even had chance to pick up the phone. This is particularly likely if, as often happens, your ADSL worked fine last night but ths morning it's dead. The usual cause of this is BT workign on the exchange equipment overnight, and resetting the router usally fixes the impass.
1) Try resetting the router.
Just turn off the power to the router, count to three, turn it on again. Now give it about 60 seconds to go through its boot cycle. If this doesn't fix it, chances are you have what's called a "stuck session".
2) Clearing a stuck session. Turn the router off for 30 mins.
As simple as that, power down the router, and LEAVE it off for at least 30 minutes. This causes BT's equipment to flush its session cache and, when you next try to log in, it starts from fresh. If you turn it on after a shorter period, the system tries to re-connect you to your existing session (this is a MUCH faster way to log in, and 99% of the time works a treat!) but in this case the previous session is faulty and you need to clear it. After 30 mins, just turn the router on, and wait a minute or so for it to boot.
3) Check you have a working phone line.
ADSL circuits are hosted on "live" PSTN phone lines. Plug an ordinary household phone into the same wall point as the router, if there isn't one already, and see if you get a dial tone. Call someone. Or make a call in to the phone and see if it rings. During the call, listen to see if there's any excess noise on the line. If the phone line isn't working or if when you make a call, it's very quiet or very crackly, then phone BT's normal fault number and report a fault on the voice line. DO NOT mention that it's also your ADSL line at this point or they'll refer you to us, but we can't do anything until the line fault is fixed.
NOTE that SDSL lines do NOT carry voice traffic, don't do this test if your service is SDSL, only if it's ADSL.
4) Try a different filter/splitter.
We always include a spare filter in the box when we send you a rotuer, when you first sign up with us for broadband. These are, sadly, made to a tight budget and thus prone to fail. Try swapping out the one you are using for the spare one.
5) Try connecting directly to the master socket.
Identify the master socket on which your ADSL line is delivered. Unscrew the two screws and the front half of the socket should easily pull away, exposing underneath a hidden "BT" socket. By disconnecting the front, you are disconnectnig any extension wiring inside your building from the BT line. Now - test both the phone line (with a phone!) and the DSL line (by plugging your splitter and thus the router directly in to the hidden socket.) If this works, but doesn't work when you re-assemble the front panel, then the problem is with your extension wiring, and neither Wizards nor BT can resolve this.
6) Try a different router.
OK, we realise not everyone has a spare router. But if you do, even if in other respects it doesn't do everything you want, so long as it can connect to ADSL it will help prove that the line is or is not working.