User guide

40 Connection troubleshooting
What to do if you’re using your own router and have a problem
If you aren’t using a BT Home Hub and have a connection problem, follow the
troubleshooting advice below.
Please check the information supplied with your equipment – there may be a
troubleshooting section. Your router’s lights can often also help you identify a problem.
If you’re online and need help and advice, please go to www.bt.com/help or your
router manufacturer’s web site. If you’re connecting your router to BT Total Broadband
for the first time, see your Getting Started guide.
The following tips may also help:
• try restarting your router and computer – this fixes most connection problems
• make sure all cables are fitted correctly and plugged in securely
• make sure you’ve ADSL filters fitted to all the phone sockets on the
broadband line
• try swapping the ADSL filter your router is plugged into with another, in case the
filter is faulty
• if you’re using an extension socket, check that it’s working, i.e. plug a phone into the
phone socket of the ADSL filter and listen for a dial tone
• if you’re using an extension lead or extension socket, try connecting your router to
the main socket. If this works, it may mean you’ve a problem with your extension
wiring or extension lead
• if you’re using wireless, try moving your computer closer to the router
• try changing the position of the router aerial (if fitted)
• make sure the computer and router aren’t close to large electrical appliances
• try changing wireless channels (see your router instructions to find out how to do this)
• if you’re using a firewall, check it’s not blocking your browser’s connection to the
internet. Try temporarily turning off your firewall and then restarting your browser.
If you can now access the internet, there is a problem with your firewall settings.
To fix this problem, see your firewall’s help information