24
Connection troubleshooting
Note for the first 24 hours after set-up
After you’ve installed your Hub, it can take up to 24 hours to establish the fastest,
most reliable service possible on your line. During this time, the Broadband light
may flash orange between periods of steady blue and your broadband service may
be interrupted. This is normal. Please leave your Hub connected and turned on and
it should settle down after 24 hours.
…and the next ten days
We’ll also remotely test your line for up to ten days after your broadband is
activated. This may occasionally interrupt your service, causing the Broadband light
to flash orange. This is normal, and should settle down after ten days.
Q
What if my Broadband light is still flashing after 24 hours?
If your Broadband light’s still flashing after 24 hours and you can’t use your
broadband service:
1
restart your Hub by pressing and releasing the
Restart
button on the back of the Hub
2
check that any extension sockets you’re using have an ADSL filter fitted (see page 7)
3
if you’re using an extension lead or extension socket, plug the ADSL filter and Hub
directly into your main phone socket
4
unplug any other telephone devices (such as telephones, fax machines, digital TV
boxes etc.), leaving only your Hub and its ADSL filter plugged in
5
if the Broadband light is now a steady blue, either your location’s wiring or an
ADSL filter may be faulty. Reconnect each ADSL filter and telephone device in turn,
checking the Broadband light to find out if one is faulty. Also make sure that every
telephone device that’s plugged in uses an ADSL filter. If you moved your Hub, try
moving it back. When the Broadband light is blue, and your computer is connected
to your Hub, open your web browser – you should now be on the internet
6
if your Broadband light continues to flash, there may be a fault or interference on
your line. Please call us on the number shown under ‘Need help?’ in your ‘welcome’
emails and letters (please make sure you’re at your computer, and that it’s turned on,
when you call)
