
ADSL INTERNET SUPPORT
ADSL INTERNET SUPPORT
General Support
If
your Internet connection stops working you should try a few of the following
tips below.
We are aware of the irony of placing a guide on the Internet for fixing your
connection. Since so many people have Mobile handsets with Internet access you
may still be able to read this guide.
Power Cycle Your Modem
Try
turning your modem off using the ON/OFF switch and wait 10 seconds. Then turn
your modem back on again and wait two minutes.
Most Internet outages are cured by this simple step. Some customers forget to
try this first before calling technical support.
DO NOT press
the reset button on the Modem for a restart. This will clear out your log in
settings on your modem and make matters worse as you will not be able to log in
when your password is missing!
Is Your Phone Line Active?
Unplug
your modem and plug a standard cabled telephone into the socket. Test that you
can make a telephone call and that there is a dial tone.
If there is no dial tone, the telephone line is faulty and needs to be fixed.
Once it is fixed your Internet connection should be restored.
Contact Better Telecom customer service on 1800799904 or log a fault using our Online form
Have you paid your bill?
That
embarrassing moment you overlooked the bill and went away on holidays may have
left your Internet connection suspended due to non-payment.
If you have forgotten to pay your account please call 1800799904 ASAP and
organise payment and un-suspension of your account.
Check for a faulty
splitter/filter
Splitter/Filters
can go faulty and interrupt the signal to your ADSL modem. Try unplugging the
Splitter/Filter from the wall socket and plug the phone cable directly from the
modem into the telephone wall socket.
If your Internet connection starts working it means the Splitter/Filter is
faulty and just needs replacing.
Is there a faulty device
plugged into the telephone line?
Most
homes and offices have multiple devices plugged into the telephone line
including:
• Business Phones
• Home Phones (including extensions in the bedroom, kitchen etc...)
• Fax Machines
• Alarm Systems
• EFTPOS/Credit Card Machines
• Dial up modems (If you still use these)
You should try completing an Isolation Test by:
1 Unplug all other devices off the telephone line
2 Remove all FIlters and Splitters
3 Plug the modem directly into the telephone socket
4 Check if the Internet connection come back online.
If the Internet connection comes back online it means one of these additional
devices are faulty and are interfering with the connection. By replacing a
faulty device your connection will come automatically online without the need
of a special technician to fix your connection.
Check the lights on your Modem
There
are three key lights on your modem that you should check are active:
Power Light:
shows that your modem is receiving power from the electrical
socket
DSL Light:
shows that the modem detects the ADSL tail that is attached to
your telephone line at the telephone exchange.
Internet Light:
shows that the Modem was available to successfully able to log
in to Telemates radius server.
Power Light Off, DSL Light Off,
Internet Light Off
Check
the power cord to your computer is plugged in correctly. If it is plugged in
correctly and your home/office has electricity then your Modem is faulty.
Power Light ON, DSL Light Off,
Internet Light Off
Check
your Modem is connected into the telephone wall socket, you have a dial tone on
the telephone line, you have removed any splitter/filters and disconnected all
other devices. AFter doing this your DSL light still does not light up solid
then you have a problem with the Internet Tail and should log a fault with
Technical support by calling 1800799904.
Please remember it can sometimes take up to 2 minutes for the DSL light to go
Solid on some connections or modems.
Power Light ON, DSL Light ON,
Internet Light Off
Check
your modem has all the right log-in settings set up and stored inside the
modem. If you are missing the settings the modem will not log in to the
Internet. Restore these settings and it should work.
If after checking the settings are correct there could be one of two things
wrong:
1) Your modem may be faulty and need replacing. If you have a second
modem you could test this to see if the connection works.
2) The network may have a fault which should be reported to Technical
support.
How
to check the log in settings in your modem are still saved in your modem
Log into your Modem and check that standard username and password settings are
still saved in the modem.
If you accidentally pressed the reset button on your modem then your modem
would have flushed all settings out. By entering these back in the modem you
will be able to log back in. Some modems have been known to lose their settings
after a power surge.
See “How to log into your ADSL modem?” for details
WIFI
If you are connecting to your modem via WIFI and are unable to access the
Internet try plugging your computer/laptop directly into the ADSL modem using a
network cable.
How to perform a Speed Test?
If
you want to test the speed results of your Internet connection please go
to www.speedtest.net and press BEGIN TEST
How do I perform a Ping Test?
A ping test is handy for checking the
latency of an Internet connection. You can also use this to detect if your
Internet connection is able to access the Internet or if your local computer
has a setup issue.
To complete a ping test on a Windows PC complete the following:
• Select “Start”
• Type “cmd” and press enter.
• A new black and white screen will appear
• Type “ping 8.8.8.8 and press enter
If
you can successfully ping the connection but cannot browse websites, then you
have an issue with your computer set up. Try checking your Internet DNS is set
to automatic. Your computer may also have old settings from your previous
provider, software or anti-virus that is stopping the computer from access the
internet.
If you are unable to ping the connection, you may have an internet connection
issue or your computer is not connected to the network. Check your modem is
logged onto the internet with both the DSL light and Internet light showing
solid. Also check your computer network cable or WIFI connection with the modem
is correct.
If the ping time is extremely long over 100ms, there may be a network related
issue that should be reported to Telemates customer service.
Connection Set-Up Support
How to connect an ADSL modem?
• Start
by unpacking the modem and un-tie all cables.
• Plug the power cable into the back of the modem
• Plug the power cable into the power socket in your home/office.
• Connect the yellow network cable into a spare yellow socket on
your modem.
• Connect the other end of the yellow network cable into your
computer.
• Connect the splitter into the telephone wall socket
• Connect the phone cable into the DSL socket on your modem and the
other end of the cable into the socket marked “Modem” on the splitter.
• Connect the telephone into the socket marked “Phone” on the
splitter.
How to connect a
Splitter/Filter?
The
diagram below shows the correct set-up for an ADSL splitter.
Why do I need a
Splitter/Filter?
The ADSL splitter/filter is needed for the
following reasons:
• Provide a secondary socket on the telephone line so you can
plug the modem and telephone at the same time.
• Ensure telephone calls on the telephone line do not
Interrupt the Internet connection.
Without this you will find connection speed problems with your ADSL and drop
outs in the ADSL connection.
How to connect an In-Line Filter?
An In-Line Filter is used on any other
telephone device that is connected to the same telephone line as an ADSL
connection. It is designed to ensure the telephone does not interfere with the
quality of the Internet connection.
In some circumstances the ADSL signal may not be as strong and the simple act
of answering or hanging up a telephone to make a call will cause the drop of an
ADSL connection.
Why do filters become faulty?
Filters often become faulty when a power
surge is experienced that travels down the phone line and into the filter. When
the surge hits the internal workings of the filter it is known to damage the
circuitry that performs the functions of the ADSL splitter/filter.
The power surge is often caused by faulty electrical equipment or lighting
striking telephone/electrical cables. This activity can sometimes damage the
filter completely so that it stops functioning altogether or other times just
interfere with the performance quality of the Internet connection.
A
filter is also an electrical device that can also just wear out over time from
constant use. It is recommended you update your splitter/filters and in-line
filters every 2 years for best performance. If you have had a power surge that
has made your filter faulty within this time it should be replaced immediately.
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