ADSL Technical Support
Please ensure you read the TROUBLESHOOTING guide below BEFORE calling support. 99% of problems can be solved be simply following the guide. Otherwise:

Email : support@anet.co.uk

Telephone : 01622 200045

Fax : 01622 206700

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ADSL Troubleshooting
Problems Covered Here:
Problem: Noise or Echo on the Telephone
 

Step 1: Disconnect your ADSL modem and micro-filters.

Connect all telephones directly into sockets.
Turn off the modem and remove the micro-filter from the wall socket. If you are using a telephone device on that wall socket, plug the telephone device connection directly into the wall socket. Remove all other micro-filters from their sockets and place each telephone connection directly into the wall socket.

Step 2: Check your telephones for noise or echo

  1. Go to the telephone where you noticed the problem.
  2. Check to see if the noise/echo you heard is still there. If there is no problem, GO TO STEP 3.
  3. If you still hear noise/echo, replace the telephone set with a different telephone that is trouble-free. Check for noise/echo. If there is no noise or echo, permanently replace the faulty telephone set and its connections. GO TO STEP 4.
  4. If you still notice noise or echo, check all other telephone sockets, one at a time using a good telephone. Replace any fax machine with a good telephone set. If all other telephones have noise or echo, there may be a problem with your telephony service. CONTACT BT'S FAULT SERVICE AT 151.
  5. If there is noise or echo on only one telephone socket, there may be a problem with your telephone socket GO TO STEP 4.,6a, 6b
  6. If there is no noise or echo on any telephone, proceed to STEP 3.

Step 3: Check for faulty ADSL micro-filters

  1. Go to the telephone where you noticed the noise or echo. Remove the telephone connection, place the micro-filter back into the wall socket, and place the telephone connection back into the PSTN port of the micro-filter.
  2. Check the connections to and from your telephone. Check to make sure that your telephone line connects securely to the PSTN port of the micro-filter, and that the micro-filter connects securely into your wall socket.
  3. Check for noise/echo again. If you notice noise or echo, there may be a problem with the micro-filter. Replace the filter with another and check for noise or echo again. If now there is no noise or echo, the original filter on that socket should not be used.
  4. Go to each of the other sockets placing the micro-filter back into the wall socket. Place the telephone connection back into the PSTN port of the micro-filter, following the previous step. GO TO STEP 4.

Step 4: Reconnect ADSL modem

  1. Go to your ADSL socket. Replace the connection from the ADSL modem into your ADSL port. Make sure that the connection from the ADSL modem to the micro-filter is secure and that the ADSL modem is plugged into the ADSL port of the micro-filter.
  2. Re-activate your ADSL modem.
  3. Pick up the telephone handset where you first noticed the noise or echo. Check for noise/echo. If you still hear noise/echo, replace the telephone set with a different telephone.
  4. Check for noise or echo again. If there is no noise or echo, permanently replace the faulty telephone set and its connections.
  5. If you still hear noise/echo, replace the micro-filter with a spare or one from another socket. Check for noise or echo again. If there is no noise or echo, permanently replace the faulty micro-filter.
  6. If you still hear noise/echo, remove the micro-filter from the socket. Do not replace the telephone connection into the wall socket. Go to another telephone and check for noise/echo. If you do not hear noise/echo,
    1. there may be a problem with your telephone socket, or
    2. there may be an electrical device near by the socket (such as a fan) interfering with the signal. Remove the electrical device. Do not reconnect a micro-filter or telephone to that socket.
  7. If you still hear noise/echo, check all other telephone sockets following the previous four steps. If you have checked all telephone sets and micro-filters, and still hear noice/echo, CONTACT ANET ADSL SUPPORT ON 01622 200045.
  8. If there is no noise or echo present then permanently replace any faulty telephone sets and its connections, micro-filters, or sockets.
 
Problem: No Dial-tone, No Ringing Sound, Cannot Send or Receive Calls
 

Your phone does not have dial-tone if there is no ringing sound on it, and you cannot call or receive calls from it.

Step 1: Check your telephone and its connections

  1. Check the connections to and from the telephone with the problem. Check to make sure that your telephone line connects securely to the PSTN port of the micro-filter, and that the micro-filter connects securely into your wall socket.
  2. If you still do not hear dial-tone, replace the telephone set with a different telephone that is trouble-free. If you hear dial-tone, permanently replace the faulty telephone set and its connections.
  3. If you still do not hear dial-tone, replace the micro-filter with one from another socket. If you hear dial-tone, permanently replace the faulty micro-filter.
  4. If you still do not hear dial-tone, proceed to STEP 2.

Step 2: Check other telephones for dial-tone

  1. To make sure that there is no problem with your telephone line, turn off your ADSL modem. Use a telephone to check for dial-tone at all telephony sockets. Note that these sockets should be sockets that use the telephone number that carries your ADSL service.
  2. If there is no dial-tone on any phone, there is a problem with your telephony service. CONTACT BT'S FAULT SERVICE AT 151.
  3. If there is dial-tone on other phones, there may be a problem with your internal wiring or your telephony socket. Internal wiring may need to be changed to restore service.
 
Problem: ADSL Modem Will Not Synchronise
 

If the modem has not synchronised, the ADSL LED light will flash intermittently and will not remain on.

Step 1: Check for dial-tone on your line
Go to the telephone nearest to (or connected to the same micro-filter as) your ADSL modem, lift the receiver, and then check for normal dial-tone. If there is no dial-tone, GO TO "NO DIAL-TONE" problem section.

Step 2: Check that all connections to your ADSL modem are properly secure.

  1. Check that the cable connection from the ADSL modem marked USB is connected to the USB port on your PC located at the rear of the PC.
  2. Check that your modem is receiving power (shown by LED activity).
  3. Ensure that the telephone cord connects from the ADSL modem to the ADSL port on the ADSL micro-filter.
  4. Check the connection of the micro-filter into the wall socket. Ensure that the line to your ADSL modem is not connected through the PSTN side of the micro-filter.

 

Step 3: Attempt to synchronise your modem

  1. Shut down PC.
  2. Disconnect the USB Connector for the ADSL modem from the USB port on the PC.
  3. Re-power the ADSL modem:
    · Switch on PC and allow to boot
    · With PC still powered up, reconnect the USB connector for the modem to the USB port on the PC.
  4. >Check the ADSL LED on the ADSL Modem. If the USB LED is lit permanently and the ADSL light is on and not blinking at regular intervals, then the modem is synchronised and operating.

 

Step 4: Change ADSL Location

  1. If the modem still does not synchronize, temporarily move the PC, ADSL modem, and all necessary connections to another room or telephony socket (served with a micro-filter). Do not swap the micro-filter at the first location with that of the second location.
  2. Connect the equipment the same way as it was done before: Connect the ADSL modem to the ADSL port of the ADSL micro-filter off of the new socket. Connect the USB Modem to the PC.
  3. Try again for modem synchronisation: Reboot the PC and check the modem lights for synchronisation.
  4. If the modem still does not synchronise, there may be a problem with your ADSL network connection. CONTACT ANET ADSL SUPPORT ON 01622 200045.
  5. If the modem synchronises, replace the micro-filter with the original one from the non-working socket. Replace the connections and attempt to synchronise the ADSL modem.
  6. If the ADSL modem does not synchronise, the original filter should not be used.
  7. If the ADSL modem synchronises, there may be a problem with the original telephony socket or its wiring.
 
Problem: Cannot Access  Web Sites
 

Your modem has synchronised but you cannot access any web sites.

Step 1: Re-check for modem synchronisation
If your ADSL LED light flashs intermittently and will not remain on, refer to the "ADSL Modem Will Not Synchronize" problem section.

Step 2: Check Internet connection off of ADSL line

  1. After your PC has re-booted, disconnect from the Internet and then reconnect.
  2. If you cannot re-connect, check the passwords and login information provided to you by ANET BROADBAND ADSL. If these do not work, CONTACT ANET ADSL SUPPORT ON 01622 200045.

Step 3: Try to Browse to a Web site

  1. If reconnection is successful, attempt to browse a web page such as http://www.anet.co.uk
  2. If the modem is in sync, you are logged on and your password has been verified, but you are still unable to browse to any web site, CONTACT ANET ADSL SUPPORT ON 01622 200045.
 
Problem: Password or Login Problems
 

Step 1: Synchronise your ADSL Modem
Check the lights on your ADSL modem to see if it is synchronised, if it is not synchronised, re-synchronise it.

Step 2: Re-enter your Password and Login
After your computer has been loaded up, check the passwords and login information provided to you by ANET BROADBAND ADSL. Enter these onto your computer.

Step 3: Try to connect to the Internet
Attempt to connect to the Internet by opening a web browser. If an error message appears advising that the user could not be authenticated, CONTACT ANET ADSL SUPPORT ON 01622 200045.
 
Problem: Speed Decreases, Low Data Throughput, Problems With Speeds On Different Websites
 
The nature of the Internet and traffic patterns across various time zones and locations, and peak usage means that consistent performance of Internet browsing cannot always be guaranteed. If however you are certain that performance is substantially degraded over a period of time, then you should CONTACT ANET ADSL SUPPORT ON 01622 200045.