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| tech:broadband_diagnostics [12-Nov-2014 5:38pm] – created ian | tech:broadband_diagnostics [12-Nov-2014 5:54pm] (current) – Typos ian |
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| ====== Broadband: Diagnosing Intermittent or Poorly Performing Connections ====== | ====== Broadband: Diagnosing Intermittent or Poorly Performing Connections ====== |
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| Although normally reliable and efficient, our modern broadband Internet connections still make use of decades old copper telephone cables laid from our properties to at least the local cabinet, if not as far as the telephone exchange itself. These contain multiple joints and are often exposed to the elements. Problems can occur and these generally manifest themselves as long pauses, disconnections of a general slowing down of the connection. | Although normally reliable and efficient, our modern broadband Internet connections still make use of decades old copper telephone cables laid from our properties to at least the local cabinet, if not as far as the telephone exchange itself. These contain multiple joints and are often exposed to the elements. Problems can occur and these generally manifest themselves as long pauses, disconnections or a general slowing down of the connection. |
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| This article provides methods (appropriate to your type of connection) to assist in diagnosing the fault. It may well be that, despite following the advice below, no improvement is seen. However, after following the steps you can contact your Internet Service Provider (ISP) who will book a BT OpenReach engineer to take over where you left off. If you have not carried out the tests in advance OpenReach may charge you for the visit if a problem is found with your equipment or wiring. | This article provides methods (appropriate to your type of connection) to assist in diagnosing a fault. It may well be that, despite following the advice below, no improvement is seen. However, after following the steps you can contact your Internet Service Provider (ISP) who will book a BT OpenReach engineer to take over where you left off. If you have not carried out the tests in advance, OpenReach may charge you for the visit if a problem is found with your equipment or wiring. |
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| ===== Traditional Broadband (ADSL) ===== | ===== Traditional Broadband (ADSL) ===== |
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| The signal your broadband router uses to connect to the Internet is added as high frequency noise at your local telephone exchange. To avoid hearing this during voice calls and to avoid impulses from dialling, picking up/putting down the handset, etc. a filter is plugged into each socket in your property, known as a [[wp>DSL_filter|microfilter]] (see pictures below). | The signal your broadband router uses to connect to the Internet is added as high frequency noise at your local telephone exchange. To avoid hearing this during voice calls and to eliminate impulses from dialling, picking up/putting down the handset, etc. a filter is plugged into each socket in your property, known as a [[wp>DSL_filter|microfilter]] (see pictures below). |
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| ==== 1. Line Check ==== | ==== 1. Line Check ==== |
| ==== 2. Disable Extensions ==== | ==== 2. Disable Extensions ==== |
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| With the lower half of the faceplate removed (as described in section [[#line_check|1]]) connect your microfilter and router directly to the test socket in the lower right-hand corner of the master socket. By removing the faceplate all the internal extension wiring in your property should be disconnected from the telephone line, allowing testing of the router directly with the exchange. | With the lower half of the faceplate removed (as described in section [[#line_check|1]]) connect your microfilter and router directly to the test socket. By removing the faceplate all the internal extension wiring in your property should be disconnected from the telephone line, allowing testing of the router directly with the exchange. |
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| Power up the router, connect a computer to it (using an [[wp>Ethernet]] cable rather than [[wp>Wi-Fi]], where possible) and test for improvements. We recommend a speed test, such as the one at [[http://speedtest.zen.co.uk/|Zen Internet]], for comparative testing. | Power up the router, connect a computer to it (using an [[wp>Ethernet]] cable rather than [[wp>Wi-Fi]], where possible) and test for improvements. We recommend a speed test, such as the one at [[http://speedtest.zen.co.uk/|Zen Internet]], for comparative testing. |
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| If your broadband is still slow or intermittent with the router connected to the test socket skip to section [[#replace_microfilter|3]] below. | If your broadband is still slow or intermittent with the router connected to the test socket, skip to section [[#replace_microfilter|3]] below. |
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| If you find broadband performance has returned to normal you likely have a problem with one of your internal telephone extensions. Diagnose this as follows: | If your broadband performance has returned to normal, you likely have a problem with one of your internal telephone extensions. Diagnose this as follows: |
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| - Remove all microfilters and telephone equipment from __every__ extension in your property, remembering Sky™ boxes, PDQ™/fax machines, etc. | - Remove all microfilters and telephone equipment from __every__ extension in your property, remembering Sky™ boxes, PDQ™/fax machines, etc. |
| - Re-fit the faceplate to the master socket and connect your microfilter and router to it. | - Re-fit the faceplate to the master socket and connect your microfilter and router to it. |
| - Power the router on and test your broadband speed again. | - Power the router on and test your broadband speed again. |
| - If the speed is good, reconnect each device one at a time (making sure to remember the microfilter) until the speed drops. You have then located the device causing the problem, which may well be rectified by replacing the microfilter with a new one. | - If the performance is still acceptable reconnect each device, one at a time (making sure to remember the microfilter), until the speed drops. You have then located the device causing the problem, which may well be rectified by replacing the microfilter with a new one. |
| - If the speed is slow, you have faulty internal extension wiring or something near the cabling creating electrical noise on the line. Have the extension wiring checked by a professional. This is not part of BT's line rental service and they will charge for this. | - If the performance has degraded again you have faulty internal extension wiring or something near the cabling creating excessive electrical noise. Have the extension wiring checked by a professional. Internal wiring services are not included in BT's line rental fee and they will make an additional charge for this work. |
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| ==== 3. Replace Microfilter ==== | ==== 3. Replace Microfilter ==== |
| ==== 4. Replace Router ==== | ==== 4. Replace Router ==== |
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| Once all other components have been checked, it is possible that the ADSL modem built into your router may have developed a fault. Without expensive test equipment it is impossible to verify this. The simplest solution is to obtain (or borrow) another new (or known-working) router and test this as described in section [[#disable_extensions|2]] to see if it resolves the problem. If it does, it may be necessary to permanently replace the old router and ensure it is disposed of so that it does not get used again. | Once all other components have been checked, it is possible that the ADSL modem built into your router may have developed a fault. Without expensive test equipment it is impossible to verify this. The simplest solution is to obtain (or borrow) a new (or known-working) router and test this as described in section [[#disable_extensions|2]] to see if it resolves the problem. If it does, it may be necessary to permanently replace the old router and ensure it is disposed of so that it does not get used again. |
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| <note tip>Before you connect a new or temporary router it will be necessary to locate the [[wp>Point-to-Point_Protocol_over_ATM|PPPoA]] settings and change the username and password to match those supplied by your Internet Service Provider ([[wp>Internet_service_provider|ISP]]). If you need to log into a web-based ISP control panel to verify these details ensure you do it before swapping the routers over as you will have no Internet access on the new router until these are correct.</note> | <note tip>Before you connect a new or temporary router it will be necessary to locate the [[wp>Point-to-Point_Protocol_over_ATM|PPPoA]] settings and change the username and password to match those supplied by your Internet Service Provider ([[wp>Internet_service_provider|ISP]]). If you need to log into a web-based ISP control panel to verify these details ensure you do it before swapping the routers over as you will have no Internet access on the new router until these are correct.</note> |