Broadband Help Guide
Version 1.1 Released: January 2013
Please refrence the topics below, If this does not cover your issue please contact USP Networks for further assistance.
- ADSL micro filter/splitter or ADSL faceplate
- RJ11 cable
- ADSL router with power supply
- RJ45 Ethernet cable
- BT provisioned PSTN line
Fitting micro filters
Ensuring the micro filter(s) are installed correctly is very important as failing to do so will disrupt the connection. Please see the following check points when installing micro filters:
- Any item that connects to the phone line must go through a micro filter, e.g. Fax machine, Sky TV box, telephones, etc.
- If an extension cable is used from the BT phone socket to the router, then the micro filter must be fitted at the router end of the extension and NOT the BT wall socket end
- Connect the micro filter into the BT wall socket.
Connect the RJ11 cable into the 'ADSL' connector on the micro filter, and then connect the other end of the RJ11 cable into the 'ADSL' connector on the rear of the ADSL router.
- Connect the RJ45 Ethernet cable into one of the 'LAN' ports on the rear of the ADSL router and then the subsequent end of the RJ45 Ethernet cable into the Ethernet card on your PC.
- Connect the router power supply into the rear of the router and then into the AC mains power outlet in your premises.
The following are the basic settings required by most routers to establish a connection:
* VPI: 0* VCI: 38
* Encapsulation: PPPoA VCMUX
* Authentication: CHAP
* MTU: 1458
* Primary DNS: 18.104.22.168
* Secondary DNS: 22.214.171.124
If you have any other options or settings available try leaving them as the default and connecting. If you experience any problems please contact firstname.lastname@example.org or phone 0333 101 0600.
When setting up a No-NAT (sometimes called routed IP) connection please ensure you do the following:
- You have a No-NAT compatible router
- NAT is disabled on the router
- DHCP is disabled on the router
- Make sure the WAN and LAN IP addresses are the same as the first IP address in your range as stated on https://synergi.enta.net.
- Make sure that the subnet mask is also the same for both the WAN and LAN on the router. For No-NAT8 the subnet mask would be 255.255.255.248, or for a No-NAT16 the subnet mask will be 255.255.255.240
- All machines that connect to the router will need to be statically assigned an IP address from the No-NAT range. With a No-NAT8 you will have 5 usable IP addresses after the router IP. You must also ensure that the subnet mask entered statically on the PC matches the subnet mask entered into the router in point 5 above.
Using No-NAT connection in conjunction with a larger internal network
If you require a number of servers on your network with real world IP addresses from your No-NAT range, but still requiring a larger number of workstation on a separate internal IP range, then a second gateway will be required on your network. This can take the form of a second router or a gateway server with two network cards.
Before proceeding with any specific fault diagnostics please conduct the following and then retest:
- Reboot your router by turning it off for a few seconds and then back on again.
- Disconnect all items from the phone line except the ADSL router and the micro filter.
- Change the micro filter connected to the ADSL router.
- Ensure the router is connected to the master BT phone socket in the premises.
- If possible try an alternative router/modem if available.
If the problem still persists please try one of the following troubleshooting options:
The ADSL (SYNC) light is flashing on the router:
This generally points directly to a BT line problem. If all of the general points above have been checked then please run a Knowledge Base Diagnostics (KBD) test via https://synergi.enta.net. For more information about KBD tests via synergi please contact the support team at email@example.com.
The ADSL (SYNC) light is solid but the router is unable to logon:
The most common causes of this fault are:
- Fault with router configuration
- Fault with BT's network configuration
- Fault with Entanet's radius configuration
- Account suspended for non-payment
To check the BT network configuration change the routers ADSL/PPP login details to the following:
Username: XXXXXX@startup_domain (where XXXXXX is the user’s telephone number)
This username will connect the user directly to BT's RAS server and eliminate Entanet from the equation. If the user cannot connect with this username then there is a BT fault and you will need to report this to the Support Desk.
If the user can connect to this username then you will need to test if the BT provision is setup correctly and that BT's network configuration matches the line provision. This can be done by changing the router ADSL/PPP login details. Please contact firstname.lastname@example.org for login details. Please note that when using the BT test account the user will be unable to browse the Internet. They will only be able to connect to the BT digital demo page. You can access the BT digital demo page at http://126.96.36.199/digitaldemo/.
If this username will not connect then please report the fault to the Entanet support team f to determine if there is a BT line fault or a router configuration fault. You can also run a KBD (Knowledge Base Diagnostics) test via synergi (https://synergi.enta.net) at this stage.
If this username will connect, try the user's original username and password again. It has been known for new connections not to work straight out the box and require a login with a BT test account beforehand and this can also clear stale sessions.
If the above two BT usernames connect and provide the router with an IP address then the problem lies with Entanet, so please contact email@example.com for assistance.
The router is logged in and connected but user cannot get any web pages:
This type of fault is normally caused by one of the following:
- Incorrect router configuration
- Incorrect IP setting on PC
- DNS problem
- Very poor line quality
The best way to eliminate the first two of these points is to return the network to basic settings as described below.
- Connect only 1 PC to the router and remove any other connecting devices such a switches or other workstations/servers. Also make sure that all firewall software is disabled.Make sure the PC is set to obtain an IP address and DNS addresses automatically in the TCP/IP setting for the network adaptor used to connect to the router.
- Make sure NAT and DHCP are enabled on the router.
- Reboot the router and then the PC.
- After reboot check that the router has given the PC an IP address and default gateway. This can be checked by entering the command 'ipconfig' from the command prompt. The default gateway will be the IP address of the router.
- If the problem still remains then please continue to check the following.
To eliminate a DNS problem please take the following steps
Open a command prompt, from Windows XP and 2000 Machines this can be done by selecting the 'run' option from the start menu, and entering 'cmd' and clicking 'ok'.
You then need to attempt to ping our web site to test the domain name resolution. This can be done by entering the following into the command prompt and pressing enter.
If you get the response 'Reply from 188.8.131.52’ four times then your connection is working as normal. If you get a message similar to 'host not found' then please try to ping the IP address of our web server, 184.108.40.206. This can be done by entering the following into the command prompt and pressing enter.
If you get a request timed out response then there is a fundamental problem with the connection, if you have checked through points 1 and 2 mentioned above then please contact firstname.lastname@example.org for further assistance.
If you get four replies from this IP address then the connection is working but you have a DNS problem. This can be resolved by entering the following DNS servers into your TCP/IP configuration for your PC network adapter:
Primary DNS: 220.127.116.11
Secondary DNS: 18.104.22.168
The most common cause of a slow connection is that the connection may have been flooded by either a virus or too much network activity. The best way to test the connection for slow speed and to rule out any network problems is to conduct to a BT speed test.
The purpose of doing this is so that all Internet traffic will be blocked with the exception of the BT speed test web page, also by conducting the BT speed test this will save the results on BT's system to examine in the event of fault been logged. To run a speed test visit https://speedtest.btwholesale.com.
If you still experience a problem accessing the speedtest web site, please try the following IP address in the web browser: http://22.214.171.124.
The speed test will ask you to enter the ADSL line number and username.
If the speed test records a speed slower that you would expect then report the problem to email@example.com, but if the speed results are as normal then there is a problem with your internal network.
Generally the most common cause of this issue would be the MTU setting. To correct this please ensure that the MTU value on your router is set to 1458.
Attempting to ping the web page via IP and domain name will identify if the problem lies with the resolution of the domain name.
If this does not resolve the problem then it will be necessary for you to change the MTU directly on your PC. For windows users a tool to do this can be found at the following URL:
Download this tool and change the MTU to 1458 on the required network adapter. If this does not resolve your problem then please contact firstname.lastname@example.org.