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Broadband support and FAQs

Photo of woman struggling to get internet accessMost broadband issues are easily resolved. The fastest way is to check the FAQs below.

Broadband Support

If your broadband issue is unresolved after reading the FAQs you can send us a message or call 01228 833 833

Broadband FAQs

The checklist below is the same as we use if you call for support.

Checking these before you call could save you some time.

Once your service has been activated here';s what to do once the modem has been installed according to the instructions that came with it:

  • Plug the microfilters into your telephone sockets on the line that your Broadband is being supplied on.
  • Click on the connection icon that will be displayed on your PC to bring up the dialler box.
  • Enter your username into the dialler-box: your user name (e.g. 987×[email protected]). You need to enter a password. Then Press ‘connect; or ‘Dial; to complete the connection.
  • You will then be connected to the Internet.

The microfilters help prevent the different signals of the ADSL and the standard voice service interfering with one another on the same line. You must plug all your communications equipment (including telephones and fax machines) into the microfilters, as well as the connecting cable from your ADSL modem.

Please use the checklist below:

  • check your phone is working properly and that you can hear the dial tone and make telephone calls
  • check the power is on for all the equipment
  • check your PC is operating properly
  • test the ADSL connection is functioning by using the BT test login (see below)
  • check the status of the lights on your modem and router.

Once you have made these checks, restart your PC and router and see if the problem still exists. If there is still a problem please report it using the contacts below :

    • for faults on ADSL equipment (your modem and/or router) contact your modem/router supplier
    • for standard telephony faults call BT on 151 or 154
    • for faults on your PCs contact your PC supplier
    • for Internet related faults : contact support

A generic login exists that will work even if your ISP login refuses to allow you to login, or your ISP is off-line. Also if you are experiencing intermittent problems with your connection, it';s good to check with this test login, the login bypasses your ISP totally.

The login is:

  • Username = bt_test@startup_domain
  • Password = (ignored, please use your usual password)

If this authenticates, you can browse to a single site, http://www.bt.net/digitaldemo which currently consists of a single graphic image.

(You should also try – if this works but http://www.bt.net.digitaldemo does not, then you have a DNS server problem)

For people with static IP';s or NON-NAT setups, depending on how you';ve configured your ADSL modem you may need to change other settings to browse to the website. Users with USB and PCI modems should have no problems.

Source: ADSLguide.org.uk

This happens with the modems that use Windows Dialup Networking (DUN), it';s not referring to a normal phone dialtone when using ADSL, but rather the lack of ADSL signal. Check your ADSL modem, they generally have an ADSL or Link light, which if steady green indicates an ADSL signal is present or not. The Alcatel USB modem has a sequence of 9 green flashes and 1 red flash then no ADSL signal is present.


1. If it';s a wires-only install and the activation date hasn';t passed yet, this is normal, once your ADSL light goes solid green the line should work.

2. If your activation date has passed and you still get this message, check your wiring and use of micro-filters (splitters). Try unplugging all your phones and running the modem from the master socket.

3. If the connection has been previously working, check everything is plugged in correctly and then contact your ISP.

Source: ADSLguide.org.uk

The first stage of installing ADSL is getting the ADSL modem to sync to the exchange, until this happens you cant login.

There are several things to try:

  • Check all the leads are in the correct places
  • Remove all the phones and other telephone equipment from the line and check again.
  • Remove any micro-filters.
  • Try the modem at the master socket, you can also unscrew this faceplate and use the internal phone socket which should bypass any alarm/extensions you have.
  • Check the ADSL mode the modem is using, try in the following order Auto,DMT,ANSI
  • If possible try the modem on a known working ADSL line or borrow a known working modem.

At end of the day if you have proven the hardware to work elsewhere and ruled out your wiring then a reasonable chance the line isn't really enabled yet.

Source: ADSLguide.org.uk

Check that the router is detecting an ADSL signal, if no signal then check all your phones/filters/wiring.

If you have an ADSL signal but no logins work then double check the VPI/VCI values – they should be VPI=0, VCI=38.