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 rst time, see page 23.
The following tips may also help:
• try restarting your router and computer – this xes most connection problems
• make sure all cables are tted correctly and plugged in securely
• make sure you’ve ADSL lters tted to all the phone sockets on the
broadband line
• try swapping the ADSL lter your router is plugged into with another, in case
the lter 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 lter 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 tted)
• make sure the computer and router aren’t close to large electrical appliances
• try changing wireless channels (see your router instructions to nd out how to
do this)
• if you’re using a rewall, check it’s not blocking your browser’s connection to
the internet. Try temporarily turning off your rewall and then restarting your
browser. If you can now access the internet, there is a problem with your rewall
settings. To x this problem, see your rewall’s help information
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