Troubleshooting your Broadband Connection

» Preliminary checks

» I get an error message and error code when trying to connect

» I get disconnected intermittently

» I cannot connect to a website

» Internet runs slow

» Troubleshooting Router problems


Modem / Router connection problems

Preliminary checks

Is the modem / router properly connected to your line?

Look at the lights on your Broadband modem and ensure that it is properly connected to your line. Sometimes this problem is indicated by flashing lights.

If it is NOT connected, do the following:

I get an error message with an error code when trying to connect

Many codes indicate the cause of the problem, however some can be superfluous so try the following steps.

1. Try rebooting your computer and let the operating system load completely ensuring that the modem is properly connected and initialised.

2. Check your modem and phone cables are connected securely.

3. Check you are using the correct username and password.

4. Check that your modem settings are optimised for your ISP. Your ISP should be able to provide this information.

5. Try un-installing and re-installing your modem.

6. Wait a while and then try the connection again. The ISP might be having network problems.

Check the error codes listed below if the above steps do not solve the problem.

Select an error code:



I get disconnected intermittently

This can be caused by a virus or spyware. Also try re-installing modem drivers. If there does not appear to be a problem with the PC and modem then contact the Broadband Provider.

I cannot connect to a website

Messages displayed when you attempt to open a web page  may include the following:

Check the following:

Internet runs slow

1. Check your modem settings are optimised for your modem. Your ISP should be able to inform you of these.  Also note that most consumer broadband services operate as a contended service (many users sharing the same part of an internet connection). This means that at peak times your connection may be slower when many users are online.

2.  Delete your temporary Internet files.  These are temporary version of web pages you visited.  Over time this can build so sometimes it is worth clearing out. Example shown is for Internet Explorer version 6.0. A similar option should be available for all other browsers.

3. Are you surfing at peak times? Try using the Internet at different times of the day to see if you notice any differences. Also note that some ISPs are busier than others. If it is so slow that it is unusable, call your ISP's support line or check the service status on their website.



Troubleshooting Router problems

Routers tend to remain in operation continuously for extended periods of time. As a result, most connectivity issues are often resolved by simply powering down your router for a few seconds, and then restarting it. If you're experiencing issues when connecting with a Wireless Router, you should first ensure that the router is functioning correctly by connecting to it with an Ethernet cable to check that there is no fault with the internet connection.

To diagnose further connection problems, check the following: