Connection Issues
Vista
The following guide will walk you through basic checks to ensure your computer is set up correctly to use your broadband service and how to diagnose:
The following guides are based on a computer connected to the modem/router with an Ethernet (CAT-5) cable.
First we need to ensure your computer is set up correctly to use your broadband service;
Click on the Windows Icon in the bottom left corner of your screen.
At the bottom of the window you will see Start Search, type in 'network and sharing' then hit Enter.
The Network and Sharing Centre will launch automatically, under Network you will see Local Area Connection, click on View Status.
You will now have a new window called Local Area Connection Status, click on 'Properties', you may be asked for permission to continue, click 'Continue'.
You should now see Local Area Connection Properties, click on 'Internet Protocol Version 4 (TCP/IPv4)' then click on 'Properties'.
Ensure that 'Obtain and IP address automatically' and 'Obtain DNS server address automatically' are selected then click OK.
Now we need to check your computer is communicating with your modem/router;
Click on the Windows Icon at the bottom left corner of your screen.
In the menu list click on 'Command Prompt', alternatively if you do not see 'Command Prompt' type 'CMD' into the Start Search field and hit Enter.
The Command Prompt will be automatically launched, type in 'ipconfig' and hit Enter,
Look at the section under Ethernet adapter Local Area connection. You should see values for 'IPv4 Address', 'Subnet Mask' and 'Default Gateway', 'IP Address' and 'Default Gateway' should start with 192.168 or 10.0 as shown above. This tells us that the PC is receiving an IP address from the router.
If you are not picking up an IP Address from the router you need to check your router set up. Follow the manufacturers guide or for Netgear routers supplied by IDNet see our support guides under the Hardware section in Help and Support.
Cannot connect
You now need to run a ping test to check connectivity. Type in 'ping 212.69.36.3' then hit Enter.
Look at the line “Ping Statistics for 212.69.36.3” if they show Sent 4, Received 4, Lost 0, as shown above, the router is successfully connected to the Internet and receiving a response from our DNS server (212.69.36.3).
Now type 'ping www.bbc.co.uk' then hit Enter.
If this also gets the same Ping Statistics this proves it is receiving a response from the BBC website and therefore when you open your browser, e.g. Internet Explorer, and type in www.bbc.co.uk into the Address bar and hit Enter or Go, the BBC web page should load. If this is not the case please go to the Cannot View Web Pages section.
If you see “Destination host unreachable” or “Ping request could not find host” as seen below you should log into your modem/router and ensure the configuration is correct. (See Hardware Set up Guides and Basic Settings within the Help and Support section of our website for assistance).
Once you are sure the configuration is correct and you can see the modem/router is in Sync please contact the IDNet Support Team and we will investigate further for you.
No Synchronisation
If you find your modem/router is not connected to the internet and the DSL/Link light is flashing it cannot synchronise with the broadband on the line. Only when the line is in sync will the connection be made. Faulty filters/hardware, noise on the line, exchange problems, faulty wiring can all cause no synchronisation on the line.
Before the matter can be raised to BT you need to make sure there the problem is not being caused by something in your premises.
The most efficient way to rule out your hardware and internal wiring is to do the following:
- Locate the BT Master Socket within the premises, this is the first socket where the line comes into the house.
- Unscrew the faceplate and gently pull it back, you should find another socket behind, this is called a Test Socket
- Connect the filter and router directly to the Test Socket
- After a few moments if the DSL/Link light is still flashing swap the filter with another one
- If still no sync, where possible, swap the modem/router with an alternative.
If there is no change please contact the Support Team who will raise the matter to BT for further investigation.
If the DSL/Link light stops flashing and goes solid Green once you connect to the Test Socket it would suggest that a device in one of your other telephone sockets is causing interference or possibly that your filter set up is incorrect.
Intermittent Connection
If you notice the connection drops several times in a day you need to determine the cause of the drops. If you are using an Up to 8Mb or ADSL2+ service and you have an intermittent connection problem the exchange equipment will alter the profile down reducing your speeds in an attempt to stabilise the service. Only when the DLM recognises the line is stable will the profile be altered back up restoring your speeds. See 'What is DLM?' for more information.
Remove all filters and devices from all sockets on the broadband line. Plug a filter and the router into the BT master socket with just one PC connected to it. Complete full virus and spy ware scans on the PC and disable any P2P/file sharing software and any other programmes so that only the web browser is active.
Monitor the connection over the space of an hour or so, and answer the following questions:
- When did the problem first occur??
- How often does the connection drop in a day?
- Is there a pattern to the drops?
- Have you changed/installed anything since it the problem has been happening?
- Are you on a particular website when the drop occurs?
- Is there any relationship between incoming calls and the drops?
- Does the Ready/DSL light start flashing when the connection drops?
- Can you reconnect straight away?
- Do you have to reboot before you can connect again?
Before raising the case to IDNet Support, try connecting the router to the BT Test Socket (link to test socket guide), Swap the filter and where possible try an alternative modem and retest the connection, if there is no change please contact the Support Team with answers to the above questions.
Cannot View Web Pages
First of all we need to check if you can ping web addresses (URL). Go to the Windows Icon in the bottom left corner and in the Start Search field type in 'cmd' then hit Enter.
In the new window type 'ping www.bbc.co.uk' and hit Enter.
If you see Ping statistics showing Packets: sent =4, Received =4, Lost =0 as above click *here to jump to the next stage.
Look at the line that says Ping Statistics, if it says Packets Sent =4, Received = 0, Lost = 4 you now need to see if you can get a response to an IP address. Type in ping 212.69.36.3 and hit Enter.
If you see Lost = 0 now this tells you that there is a connection to the Internet and it can resolve IP addresses OK indicating a problem with your DNS (Domain Name Server) settings. Click on the Windows Icon in the bottom left corner of your screen and in Start Search and type 'network and sharing' and hit Enter.
The Network and Sharing Centre should launch automatically, under Network you will see Local Area Connection, click on 'view status' and the following window should appear:
Click on Properties to launch a new window called Local Area Connection Properties, click on 'Internet Protocol Version 4 (TCP/IPv4)' then click 'Properties'.
Click on “Use the following DNS server addresses” then type in the IDNet DNS addresses as shown above then click OK. Now try to ping a URL again, if there is no change log in to the modem/router and specify the DNS here, how to do this will depend on the make and model of modem/router, for assistance contact the Support Team. If there is still no change after doing this please contact us for assistance.
If you see Packets Sent=4, Received=4, Lost=0 Your PC is getting a response from the BBC website indicating that your connection is up and resolving URL's OK. If you try to go to http://bbc.co.uk in your web browser (Internet Explorer/Firefox) and still cannot view the page you should check that your Firewall is not restricting your access, then check to ensure you do not have a proxy running; Click on the Windows Icon in the bottom left corner of your screen and in Start Search and type 'Internet Options' and hit Enter.
Click on the 'Connections' tab on the top of the window.
Click on the 'LAN Settings' button at the bottom of the screen.
Ensure that the options in both 'Automatic Configuration' and 'Proxy Server' sections are all un-ticked then click OK.
Close the web browser then launch it again and try http://www.bbc.co.uk.
If you still cannot see the web page please contact the Support Team for further assistance.