Cannot open
configuration screen:
• Power down your equipment for 30 seconds,
then retry.
• Disable your firewall software.
• Ensure your Web browser is not configured to
use a proxy server.
Line/Internet/ADSL
light flashing or off:
• Power down your equipment for 30 seconds,
then retry.
• See the Related Articles; 'How do I set up
my DSL Filters' and 'Troubleshoot your DSL Filter Setup'.
No lights:
• Ensure the routers power switch is set to
the on position.
• Check the power plug socket with another
device.
• Contact the technical support team.
Connection to Internet
fails:
• Ensure your username and password are
entered correctly. See the Related Article: 'Technical Details Overview'.
• Power down your ADSL equipment and computer
for 20 minutes before attempting to connect again. Make a note of any errors
you receive.
• Change your ADSL username to:
bt_test@startup_domain. You do not need to change your password. Make a note of
any errors you receive, or if this is successful.
• Reset your ADSL Router to factory defaults.
Slow speeds:
• Reboot your computer and router/modem.
• Test your speed using the speed tester of
your ISP.
• Ensure all Internet software is closed when
testing - including peer-to-peer and messenger programs.
• Test from a single machine, with all other
computers switched off.
• Check all internal wiring and your DSL
Filter setup (see the Related Articles; 'How do I set up my DSL Filters' and
'Troubleshoot your DSL Filter Setup').
• Install Firewall and Anti-virus software and
perform a full system scan.
• Check for Adware/Spyware.
• If you are using a Wireless router ensure
you have enabled encryption and
Access Control lists.
• Modify your MTU to 1458 or 1430 and test
again.
• Test your speed using the BT Speed Tester.
How do I set up my DSL
Filters?
DSL Filters, or
Microfilters as they are often described, are required to separate the normal
low-end frequencies associated with voice calls from the high-end frequencies
used by your ADSL connection. The correct installation of these filters is
important to ensure the best possible performance of your ADSL connection.
Introducing the DSL
Filter:
The diagram below
illustrates one example of an ADSL Filter. There are several different
varieties - including the dongle-type below, a splitter, which plugs directly
into your wall socket, and a plate, which replaces the standard BT Master
Socket.
Troubleshoot your DSL
Filter Setup
If there is a fault with your
DSL Filters, or the way you have set them up, you may observe the following
symptoms:
• Line noise or echo.
• No dial tone, or a flashing
ADSL/Line/Internet light on your ADSL Modem.
These simple steps should
help you determine where the fault might be occurring:
Line Noise/Echo on the
telephone line
Step1:
Disconnect all of your
ADSL equipment and DSL filters. Plug a telephone directly in
to your BT socket. Do you
still hear line noise?
Yes – contact BT to check your telephone line.
No – go to step 2.
Step2:
Connect a DSL Filter to
the BT master socket, and then connect the telephone to the filter. Do you hear
line noise?
Yes – the DSL Filter could be at fault.
Contact support.
No – repeat with another DSL Filter. If there
is no line noise with any ofthe filters, go to step 3.
Step3:
Connect your ADSL Modem
and a telephone to a DSL Filter at the master socket.
Try each of your filters.
Do you hear line noise?
Yes – the Filter may be at fault. Contact
support.
No – there may be a fault with your internal
wiring. Repeat steps 2 and3, but from the extension socket or lead.
No Dial Tone
Step1:
Disconnect all of your
ADSL equipment and DSL filters. Plug a telephone directly in to your BT socket.
Do you hear a dial tone?
No – try a different telephone. If you still
have no dial tone, contact BT toreport a possible line fault.
Yes – go to step 2.
Step2:
Connect a DSL filter to
the BT master socket, and then connect the telephone to the filter. Do you hear
a dial tone?
No – the DSL Filter could be at fault. Contact
support.
Yes – repeat with another DSL Filter. If you
get a dial tone with both filters, go to step 3.
Step3:
Connect your ADSL Modem
and a telephone to a DSL Filter at the master socket.
Try with each of your
filters. Do you hear a dial tone?
No – The DSL Filter may be at fault. Contact
support.
Yes – there may be a fault with your internal
wiring. Repeat steps 2 and 3 from your extension socket(s) or lead.
ADSL Modem does not
synchronize
Synchronization should be
indicated on your ADSL Modem by a light labeled ADSL, Line or Internet (I).
Power down your equipment for 30 seconds and power back up before beginning
these checks.
Step1:
Ensure all of the
physical connections between ADSL Modem, DSL Filters and BT sockets are secure.
Check that all telephony equipment is filtered and the ADSL Modem does not pass
through more than one DSL Filter. Can the ADSL Modem get Synchronize?
Yes – the wiring was at fault.
No – go to step 2.
Step2:
Unplug all telephony
devices so only one DSL Filter is plugged in to a BT socket.
Connect the ADSL Modem.
Can the ADSL Modem get Synchronize?
Yes – the wiring or other DSL Filters may have
been at fault. Check with your other filters.
No – swap the DSL Filter and try again. If you
still can not get Synchronize, go to step 3.
Step3:
Move your ADSL equipment
to the BT master socket and repeat step 2. Can the ADSL Modem get Synchronize?
Yes – your internal wiring is faulty; contact
BT or a qualified service engineer.
No – your ADSL line may
be at fault, contact support.
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