Table of Contents
Advertisement
Troubleshooting Connection Problems
If your computer has a problem connecting to the Internet, there are some simple tests you
can do to troubleshoot your broadband connection. Please complete these steps before calling
the helpdesk.
1.
Shut down your computer and turn off the BT Voyager 2091 router, using the power switch
on the back on the router.
2.
With your computer off, turn on the BT Voyager 2091 router. Wait for five minutes while the
router starts and tries to connect to your broadband line.
•
If the DSL light is on, the router has connected to broadband. Proceed to step 7.
•
If the DSL light is flashing, the router has been unable to connect to broadband.
Proceed to step 3.
•
If the power light is red, the router self test has found a problem. Contact the BT Total Broadband
Technical Helpdesk on 0800 111 4567.
3.
Plug a telephone into the 'phone' socket of the microfilter to which the router is connected and
listen for a dial tone. If you hear a dial tone, proceed to step 5. Otherwise continue to step 4.
4.
The telephone line, internal wiring or microfilter may be faulty. Try swapping the microfilter
and again listening for dial tone. If you are using an extension lead, plug the microfilter
directly into your main telephone socket and try again. If there is still no dial tone, your ADSL
line may be at fault, in which case proceed to step 8. If there is a dial tone only at the main
socket, your extension lead or internal wiring is faulty, in which case you need to contact
0800 800 151 or a qualified service engineer.
5.
Check that the DSL line cord is plugged in between the DSL socket on the microfilter and the
DSL socket on the router. If this is fitted properly, unplug all other telephony devices in your
house, so there is only one microfilter, with the router plugged in, connected to one phone
socket. If the DSL now comes on and glows a steady green, either the wiring or a microfilter
may be faulty. Connect each microfilter in turn to find out if one is faulty. Also make sure
that every telephone device connected uses a microfilter. If the DSL light is still not glowing
a steady green, proceed to step 6.
6.
If you have tried changing the microfilter and the DSL light is still not glowing a steady
green, there may be a fault in the broadband network. Call our free service status line on
0800 169 0199 to see if there is a problem in your area. If not, proceed to step 8.
7.
Turn on your computer and wait until it has started. The Ethernet or USB light on the router
should now come on (depending on the connection used). If the correct light comes on,
proceed to step 8. If the light does not come on, check that your Ethernet or USB cable is
plugged in between the BT Voyager 2091 router and your computer. If the appropriate
Ethernet or USB light is still not on, proceed to step 8.
Note: If you are using a wireless connection, refer to the instructions which came with your
wireless adapter to see whether your computer is successfully connecting to the router.
8.
If you are using a Windows computer, run Broadband Desktop Help by double-clicking the
Broadband Desktop Help icon provided on your desktop
still unable to resolve the problem, you will be given the right helpdesk number to call.
Alternatively, if you are using an Apple Mac, call the BT Total Broadband Technical Helpdesk
on 0800 111 4567.
. If Broadband Desktop Help is
13
Advertisement
Table of Contents
