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What to do if you're using your own router and have a problem
If you aren't using a BT Home Hub and have a connection problem, follow the
troubleshooting advice below.
Please check the information supplied with your equipment – there may
be a troubleshooting section. Your router's lights can often also help you
identify a problem. If you're online and need help and advice, please go to
www.bt.com/broadband/help or your router manufacturer's web site. If you're
connecting your router to BT Total Broadband for the first time, see page 23.
The following tips may also help:
try restarting your router and computer – this fixes most connection problems
•
make sure all cables are fitted correctly and plugged in securely
•
make sure you've ADSL filters fitted to all the phone sockets on the
•
broadband line
try swapping the ADSL filter your router is plugged into with another, in case
•
the filter is faulty
if you're using an extension socket, check that it's working, i.e. plug a phone
•
into the phone socket of the ADSL filter and listen for a dial tone
if you're using an extension lead or extension socket, try connecting your router
•
to the main socket. If this works, it may mean you've a problem with your
extension wiring or extension lead
if you're using wireless, try moving your computer closer to the router
•
try changing the position of the router aerial (if fitted)
•
make sure the computer and router aren't close to large electrical appliances
•
try changing wireless channels (see your router instructions to find out how to
•
do this)
if you're using a firewall, check it's not blocking your browser's connection to
•
the internet. Try temporarily turning off your firewall and then restarting your
browser. If you can now access the internet, there is a problem with your firewall
settings. To fix this problem, see your firewall's help information
Help
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