Broadband connection problems

Tips for getting back online

Having problems connecting to the internet? This may not necessarily be the fault of your ISP. Here are a few pointers to help you identify the source of your broadband connection woes.

1. Make sure that the connection problem is not with the BT line coming into your house. To do this, simply check your home telephone is working. If it is not, do not attempt DIY. Instead, speak to BT or your ISP first – if they cannot spot any faults with the line, it may be worth taking a look at your wiring.

2. The majority of homes in the UK have something called a NTE5 master socket (where the BT wiring ends and yours starts), of which the lower half can be easily unscrewed so you can remove the faceplate. Doing this will disconnect all of the internal wiring and give you access to a test socket based on the right which provides a direct link to the incoming BT line.

3. Plug your microfilter into this and connect your broadband modem/router. If this instantly fixes your problems, you know that the problem relates to your internal wiring or microfilters.

4. If your microfilter does work when connected to the master socket, but not when the faceplate is on, simply remove the faceplate and plug your microfilter into the test socket. Then plug the faceplates connector into the microfilter output.

5. Finally, connect your broadband cable to the filter. It’s not pretty but it may do the trick.

Microfilters

Incorrectly placed microfilters cause the majority of broadband errors.

Remember every used phone socket in your house must have a microfilter fitted for your broadband to work.

If you use a splitter to connect two phones to the same socket, make sure to plug the microfilter into the wall socket first, and then connect the splitter to the microfilter. However don’t get carried away with microfilters. If you have two on a single phone socket, or an extension cable, this may cause problems.

You can hear noise on the line

If you are having trouble connecting to your ISP and you are hearing noise on the telephone line, it most probably is a fault. Should this be the case, BT can check the line and identify what and where the problem is (e.g. inside your house or at your local exchange).

To report a suspected fault, phone BT on 151 (landline) or 0800 800 151 (from a mobile).

Still have problems with line noise?

Again this is probably a problem with your microfilters either being faulty or not connected properly. Here is a test you can carry out:

1. Disconnect all of your ADSL equipment, including filters, leaving your telephone as the only thing connected, then see if the noise still persists.

2. You can also do a quiet line test by dialling 17070 and selecting option 2, once again. If the noise continues it is probably a line problem, so contact BT.

3. If it doesn’t make any sound then connect your microfilter to the master socket, connect the phone and listen again.

4. If you hear a noise, the filter is most likely faulty so try another one.

If none of the above work and BT has confirmed there is nothing wrong with the line, you are advised to chat to a telecoms or electrical engineer to fix the problem.