Router Troubleshooting Information

Is the power light on?

Check plug socket and power switch.

Is the line sync light flashing?

Check filter, DSL cable and check for any other devices like fax machines or PDQ machines and remove while testing.

Is the Ethernet 10/100 light on?

Confirm the correct cable is being used and that you have network connectivity with other members of the workgroup or domain.

Does the telephone work?

If the telephone is not working, a fault will have to be reported to 152 and rectified before a fault for ADSL can be logged.

Is there noise on the telephone line?

Check that the filter is not faulty or any other devices that are not filtered on the line. Remove all other devices while testing.

Can you ping the router?

If not confirm the TCP/IP properties by opening a DOS prompt and typing: ipconfig/all

This will give you the machine's Ethernet card configuration and let you know if they have more than one in the machine.

Can you browse to the router to see if it's connected?

Make sure Internet explorer is not set to 'use proxy server' and has 'never dial a connection' selected.

Check if the correct username and password are being used.

Can you connect with: bt_test@startup_domain

or: bt_test_user@bsve.com (or @whichever domain you are on)

There are no passwords needed for the test usernames.

Can you ping an external IP address?

Check the machine's TCP/IP properties and gateway address (gateway usually means the router unless you are using a proxy server or hardware firewall).

Can you browse to a website?

Check DNS and Internet explorer properties.

Is a firewall or proxy server being used?

As a temporary measure, remove the firewall or any other device from between the PC and router to make it simpler and eliminate any problems with its configuration until the Internet connection is fully working (disable any software and ensure it is not still running in the background).

Has the router been tested by connecting it directly into 1 machine?

To remove any problems with hubs and switches, plug the router directly into the pc so you can confirm where the cable is going and what it's connected to.

If the router has been reset to its factory defaults the IP address will default to its factory setting. This IP address will vary from router to router but normal begins with either 192.168.x.x or 10.0.x.x. Please check the manual which came with the router to confirm the IP address. Most routers also have a username and (or) password which is required to log into the routers configuration menus. Again, the factory default for these will be included in the router manual.