Hopefully some helpful ADSL fault finder for Tracey.

Can I get ADSL?

First question on ADSL is can you get the service. Click the link below and enter your phone number. It will tell you what type of service is available.

http://www.prodigynet.co.uk/menu.php?page=support/adsllinecheck

Who should supply my ADSL?

The next question is who you want to supply the service. The link below compares the various offerings, I'd look at Pipex and BT as they score very highly every month.

http://www.adslguide.org.uk/

Right I've ordered it all, it was working and now it doesn't.

What can I do?

• Computer test

  • Seems daft but the modem or router is attached to the PC and the telephone socket isn't it? Worth unplugging and reconnecting just to make sure the cables are making a good connection. If the cable looks damaged or broken replace it.

  • Double check all your settings. Have you changed the username and password by accident?

  • If you have a USB modem have you added another USB device? The bus powered USB hubs do not always have enough power to support heavy power items like web cams and cameras. Unplug such devices and see if this cures the problem. If it does then you need a powered hub like the ones below.

• Phone Test

  • Right first step lift up the phone. Do you have a dial tone and can you make a receive calls? Whilst testing the phone listen to see if the line in very noisy.

  •  Test each extension you have. If one fails try another phone in that socket - replace any faulty equipment remembering to ensure that a micro filter is fitted to it.  If one extension fails to work, trace the cable back and make sure everything is connected. It's worth unplugging the line and then plugging it back in to make sure of a good connection.

• Micro Filters

  • Every device that plugs into the phone system MUST have a micro filter. Double check that they do including the Sky digi box, fax machine, etc. If all lines are filtered then remove all equipment except the broadband, one by one test each filter on the broadband line and replace any that are faulty. It is highly unlikely that all the filters are faulty so if swapping around the filters doesn't work don't panic.

• Master Socket

  • The master socket is normally at the point where your telephone line enters your property. Disconnect everything else from this and connect a phone that you know works. If you can get no dial tone then it's time to call BT as the line isn't very well. If you can get a dial tone then if you can connect the broadband connection directly to the socket. If it still fails then chances are the problem is outside of the house.

• Other telecomm products

  • Have you ordered another telecomm service that is not compatible with broadband? They should have tested the line and warned you that some services do not work with broadband.

What can my Broadband supplier do?

• Log on confirmation

  • The service provider should be able to see if you have successfully connected to their network. They also have a test account to see if that will make a connection. It is possible that you can get to their network and no further, once tested they can see if the fault is within their systems and if so get an engineer to fix it.

• Line Test

  • The service provider can run a line check to see if there is any obvious fault on the line, if there is they can raise a call with BT to get it fixed.

• Raise a call with BT (or telephone supplier)

  • Your service provider will try everything possible not to go down this route. They're not being mean, it's just if the fault is with your equipment then it will cost you for calling out a BT engineer (about £60).

Why does my ISP talk to me like an idiot?

You have to understand that the 'Helldesk' have to deal with everyone from the guys that write the code that makes your PC work to Auntie Mabel who struggles to use a toaster. Follow the checks here and be forceful without being rude with your ISP, explain that you have tested everything within your home and get them to start on their checks. They may well come up with some other test(s) not listed here. If they do then try them and then mail me so I can add the test here so it can help someone else.