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Problems with your ADSL Broadband internet connection?
There are a number of reasons why you maybe experiencing problems with your ADSL connection,
we hope the following guide may help.
Please also contact your ISP 'Internet Service Provider' for there assistance.
If you are new to Broadband or have further questions you may wish to read our What-is-Broadband? article, or visit our Internet Department for the Latest UK broadband Deals and Offers
1. Speed Test
You can check the current speed of your connection free here
If you feel the results does not reflect the service you subscribe to, try the tips mentioned in this article and contact your 'Internet Service Provider'.
2. Double adapters
Do you use a double adapter to connect your modem to the phone socket? If so, try removing the adapter and plug the modem directly into the phone socket.
Additional connections cause attenuation (degrading) of the signal if the connectors don't quite meet up.
3. Line activated?
Is your modem connected to the ADSL activated line? If you have more than one incoming phone line ensure that you've connected your modem to the line that the ADSL Broadband is installed on.
If the modem is not connected to your nominated number then you will not have the ADSL service working.
4. Reinstall your modem
Reinstall your modem to make sure that the settings are correct.
Occasionally ADSL modems may need to be completely reset or in the case of USB based ADSL modems completely reinstalled as their may be a configuration conflict.
5. Try a different port
Try plugging the modem into a different port.
Occasionally USB ports can shut down due to driver conflicts, or may lose power. It is not common for all ports go out unless their has been electrical interference so you may find an active one.
6. Dial Tone?
Does the phone line have dial tone? Is their any strange noise on the phone line?
Line issues such as no dial tone indicate the line is either damaged or the phone service has been cut-off. This will cause the ADSL service to stop. If their is noise on the line then this can cause sufficient interference to stop the ADSL signal from working.
7. Other devices sharing the same telephone line
If another device, such as a telephone, fax or answering machine, is plugged into the telephone line at the same time as the modem, it might interfere with the ADSL modems operation and cause it to disconnect, even if you are not using that device while using your ADSL modem. For example, some telecommunication equipment, such as telephones that have built-in 'memories? which draw electrical current from the telephone line in order to recharge their internal batteries. This charging process can cause a drop of power in the line causing the ADSL signal to become weak and the ADSL modem to disconnect. Also, some fax machines will regularly test the telephone line to ensure that it is still operational by sending electrical pulses along it, which may also interfere with ADSL modems.
To avoid such problems, it is recommended that you unplug all other devices so that the ADSL modem has sole use of the telephone line.
8. Telephone extension cords
Your ADSL modem should be plugged directly into the telephone jack with a cable no longer that 3 meters length. Telephone extension cords and telephone adapters may attenuate the quality of the signal for the connection, which can result in disconnection.
9. Filters
If you have placed a filter in the line between the phone socket (on the wall) and the modem, remove it as it will cause a loss of signal to your ADSL Modem. Also faulty filters can cause disconnection as the start to allow some interfering frequencies to be received by the ADSL modem. If this is the case remove all devices from the line and ensure that only the ADSL modem is plugged in to the wall socket without any filters on that cable.
10. Cordless Phones
If you are using a cordless phone they are prone to causing interference with your ADSL service. Try removing it from the line if this sorts out the problem, then we would recommend that you purchase a DLink DSL10-CF inline filter. This is available from us or your local electronics shop.
11. Modem
Occasionally modems will stop responding. If this the case, please unplug the modems power source for 30 seconds, and then plug it back in. If you are using Windows 95/98/ME please shut down your computer beforehand. If using a USB modem please shut down and then restart your computer. If the problem persists Reinstall modem if USB or if it is an Ethernet based modem (blue cable generally), upgrade firmware/reconfigure.
12. Modem Configuration
Some ADSL connections rely on certain configurations to connect. Please check that the configuration of your ADSL modem is set up correctly. Contact your ISP if they provided your modem or see the online support page of your ADSL modem manufacturer.
13. Firewalls
Firewalls are devices or software that you run to protect your system/network from attacks over the internet. Occasionally these firewalls can become to strict on what information is allowed in and out, and can block your connection. Recheck your firewall settings- disable firewall just for testing.
14. Line noise
Degradation of the line quality will cause problems with the ADSL service. If you are hearing static on the line then you must call your telephone company. Please make them aware that you have ADSL on the line.
15. Keep your Windows (or other OS) up to date!
Make sure that you have the latest security updates for your version of windows though Windows Update as many spyware and virus programs exploit vulnerabilities on Microsoft operating systems. Please be aware that some of these updates can be quite large and can take a long time to install. To check go to windowsupdate.microsoft.com and follow the instructions provided on the webpage.
16. Make sure your virus and firewall software is up to date!
This ensures there is no viruses are creating outgoing traffic that may be using up your bandwidth. Particularly check that a program called 'dllhost.exe' is not running on your computer (this file is associated with the W32.Welchia worm), please also check for W32.Sasser, W32.Blaster, W32.Beagle, W32.Mydoom, or W32.Goabot.
17. Check for multiple connections from your machine (generally indicative of viruses)
a. Click onto the 'Start' button, located on the bottom left hand side of your task bar.
b. Click onto the 'Run' option and in the run field, type in 'command'. Click onto the OK button. A MS-DOS command prompt should now appear.
c. Type in the command window 'netstat -n -a 10', this will display a list of connections to and from your machine in intervals of 10 seconds.
d. To stop it press and hold the 'CRTL' + 'C' keys.
18. Firewall slowing you down?
Make sure that any firewall software is not blocking or slowing your connection. Windows XP SP2 has a fairly strong firewall built into it. Often it can slow your PC due to the amount of processing required to run it. If this is the cause of the issue, please disable it through the Windows Firewall configuration option in Control Panel (and try another firewall program).
19. Are you using file sharing programs?
Check that Peer 2 Peer programs (eg. Kazza) are not running in the background and using up your bandwidth.
20. Peak time slow down
Do you notice it the connection slow down at any particular times of the day? Unfortunately this happens with ISP's as the huge number of people using the web at peak times has this affect.
Obviously having a fast connection helps but the volume of people hiting a given site of server on which a site is stored also slows access.
21. Have you exceeded your download limit or download cap?
Did you subscribe to a service which restricts your usage or has a limit? If so contact your 'Internet Service Provider'.
22. Back to Base Alarm Systems
If you are running a Back to Base Alarm System on the same number that ADSL has been installed on then you may experience interference when the alarm tries to contact the Alarm monitoring system. You must contact your alarm company, for information on a suitable filter for that product, or the installation of hard wired central splitter.
23. Office systems
If you are accessing the Internet from your office, and your office has a number of staff with individual telephone numbers, it is likely that your telephone system uses PABX equipment. PABX equipment is notorious for the problems that it can cause with ADSL modem connections and loosing sync. Speak to your office IT manager to arrange a direct telephone line for your modem that bypasses the PABX
equipment.
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Broadband