Step by step guide on getting reconnected


In the unfortunate event that your ADSL2+ Broadband or Superfast Fibre Broadband connection drops out, we have put together help and tips below that we need you to do before reporting a fault which should help to get you connected.


Restart Your Equipment


It sounds really basic doesn't it? Well performing a simple restart on your hardware such as your router allowing it to reconnect to the broadband service in the case that it has dropped out.

Powering off and on your device also helps it reconnect to the router, re-establishing a connection to the internet as well as other devices on your network.

IMPORTANT: Remember, don't press any RESET buttons that may be on your router as this may wipe the routers configuration and cause more problems - If you are unsure, please consult your devices manifacturer.

Check The Cables


If the router is located in a busy area, connections from the back of the router may have been disturbed and come loose. These cables can be ethernet cables or even the power cable to the router itself causing the connection to drop out.

Simply reconnecting these cables (or ensuring they are plugged in correctly) may help the connection to come back up.

Remove Extension Leads


Extension leads are great for getting your equipment in the right place, however they can also be the cause of drop outs and intermittion connections.

Simply remove the extension lead from powering the router to see if the routers stability improves.

Replace Line/Micro Filter


The line filter, or Micro filter is the little adaptor that fits in to the telephone socket, with a phone lead connecting to the router.

A microfilter is a device that allows your broadband to work at the same time as your phone. Without a filter, or using a faulty filter you may get problems with stability of your connection and interference/noise on the phone line.

Replacing the filter is a simple task that can help fix intermittent connections.

Disconnect Other Equipment


To remove the possibilty that other 3rd party equipment and device causing connection problems, remove all unwanted devices from the network.

If you have additional devices such as your own server, firewalls, network switches etc simply remove the connection from these devices.

To test the connection, ideally it should be:
Connection to Master Socket/Phone Socket > Router > Single Device with a wired connection to the router


IMPORTANT: If you are unsure on disconnecting other hardware and devices, please check with your local IT support or the company who provided the products

Master Socket Only


If your router is connected to a phone extension socket, then the fault may be there.

To test this, locate the Master Socket. Usually the master socket is located at the front of the property, and would be the original/main phone socket installed.

The master socket comes with a hidden test socket which is usually located under the faceplate for the socket. Removing the front of the socket should reveal the test socket.

Connect your router to this test socket and power the router on to see if you can connection. If you can connection, its highly likely that the socket you connect to has a problem.

Slow speed? Try this


Broadband speeds always vary, this can be done to many factors, some you can't control and some you can.
Below are just a few points to help you get the most out of your connection.

Restart Your Equipment


Some devices may operate slower over long periods of time of being connection so powering off and on gives the router/device a change to refresh itself and reconnect.

This is especially important after updates and configuration changes.

Wired or Wi-Fi


Wired conections offer the most consistant type of connection, sending the data through the cable directly to your device without risk of interferrence or range, however its not always convenient to be wired in at one place all the time.

Wireless conenctions offer more flexibily, however have a higher chance of providing a lower connection speed due to interferrence from other electrical devices such as wireless phones, microwaves etc as well as obsticles such as thick stone walls.

If your experiencing slow speed, its best to disconnect everything from the network, connect a ethernet lead to the router to your device and run tests this way. This eleminates potential issues with being on wireless.

Know Your Devices/Users


Having the fastest internet possible is great, but knowning what is connecting and what people are doing are vital for any business.

The connection speed can be limited by a device/user/software accessing the internet using the available bandwidth without your knowledge, resulting in all users having a poor experience.

Run Speed Tests


Speed test can give you a good indication of what speed your currently receiving however before you run them, you need to ensure your network is at its best.

To get a good reading on speed, perform speed tests from a device that is wired to the router while there are no active users on the network to reduce the chance of slowdown and provide more accurate speeds. The last thing you want is a poor speed test result which is down to a colleague stream videos and download larging files.

Once you have the network ready, head over to Supportal Speed Test. After running a test, you will be asked for your telephone number that your broadband is on, entering this allows us to log the results for diagnostics.

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