Connection Issues with ADSL or SDSL (Broadband):

The three most common causes of connection issues with DSL are:

• A physical problem with the line, local exchange or main socket in your premises.
• An issue with your modem/router, microfilter or other telephony equipment.
• An issue with your computer preventing it from talking to the modem/router.

Obviously with so many potential causes, diagnostics can be complex and take time to evaluate.  Before attempting to diagnose a fault, please turn off and unplug your ADSL modem or router for 30 minutes.  After this time, plug it back in, turn it on and see if the issue has gone away.

If it hasn't:

1. Check if your phone has a clear dial tone with no noise (crackling), if not then call BT on 151 and ask them to check the line.
2. Check, and if possible, replace your micro-filters and 'self installed' internal cabling (such as extension leads and 2 into 1 adapters - even if the existing setup has worked before).
3. Unplug all non ADSL equipment from the line including telephones, fax machines, Sky TV, etc (even if it has worked with them before).
4. Try plugging your ADSL directly into the master socket via the filter with no other devices on the line. With some newer master socket installations you can remove the faceplate and connect via a test port found behind. This will bypass all internal wiring.

If you still have issues after completing these diagnostic steps, please contact support.