User guide

98
Still not working?
If you have tried these procedures and the DSL or Internet lights are
still o or ashing, then please contact our Technical Support Team
on 0844 880 4648.
B Broadband light is on and Internet light is o
If the Broadband light is ON and Internet light is OFF this means
that although you’re connected to the telephone exchange, you
can’t connect to our network.
Make sure your telephone line is working:
You’ll see problems with your broadband if the telephone line isn’t
working properly. Pick up a telephone handset and check for a dial
tone:
• If the line sounds clear and you can hear a dial tone, go to
‘Check your settings’ below.
• If the line is noisy or you can’t hear a dial tone then please call
technical support on 0844 880 4648.
Check your settings:
First make sure your connection User Name and Password are
entered correctly. These settings are on the sticker attached to the
base of your ZyXEL router.
Still not working?
If you have tried these procedures and there is still an issue, then
please contact our Technical Support Team on 0844 880 4648.
C Broadband and Internet lights are on
If both the Broadband and Internet lights are ON this means that
your router is connected to the Internet, but something is stopping
data from reaching your computer.
Things to consider:
Do you have more than one computer connected to your network?
If so, are you getting the same problem on each computer?
If you are, the problem lies either with your local network or
connection to our network.
If your other computers/devices are working, then the problem lies
with the computer you’re using.
1. Check to see if your computer is connected to your router:
For Windows based Operating Systems:
Go to the ‘Start Menu’ and choose ‘Control Panel’.
In the ‘Control Panel’, choose ‘Network Connections’.
Here you’ll see the current status of the connection between your
router and computer. (On the following page are examples of a
connected icon, a disconnected icon and a disabled icon).
If your network icon is disconnected run through the setup guide.
If your connection shows as disabled, right click on it and choose
enable to x the problem.
If it shows as connected and you’re still having problems, go to ‘Test
the connection between your computer and router’ (page 11).