Basic Broadband Troubleshooting Steps

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Please note that our supplier has advised that Horizon should now be working correctly. If you are still having issues please contact our support team.

Basic Broadband Troubleshooting Steps

When it comes to troubleshooting ADSL and fibre broadband, there are several basic steps that need to be tried before we can raise a fault with our suppliers to be investigated at network level.

Follow the steps below and test your broadband after each step to see if that step resolves the problem. If the problem is still occurring when all steps have been performed, please call our customer support team who will log a fault for you.

Check our Network Status

Any major network outages will be displayed on our network status page and on our support twitter feed @EclipseStatus

Please follow us on twitter to keep updated on any future outages or important information.

Reboot Router and PC

Turn off your router and wait 30 seconds, turn your router back on and then reboot connected PC

Plug Router into “Test” socket

The demarcation point for your broadband service is the “test” phone socket located in your master phone socket, the router will need to be connected to this location to rule out any issues with your internal wiring or devices connected to it.

  1. Remove face plate from the master phone socket (not an extension)

  2. Connect your the phone cable from your router into the “test” phone socket behind the faceplate

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Run Quiet Line Test

Dial 17070 from an analogue handset plugged into the broadband phone line and select option 2 for a “quiet line test”. You phone line should be silent, please listen out for noise, crackling, popping or humming on the line and report this information back to Eclipse, it may be that the line the broadband uses is faulty and needs repairing.

Ensure your phone line and micro filter are plugged into master socket

The micro filter should be plugged into the Openreach master socket and NOT an extension socket. If you use an extension socket this will cause signal loss that will cause problems on the line.

The master socket will have an Openreach logo on the front where as an extension socket will usually be blank.

Try a Replacement Micro Filter

Sometimes it is the micro filter that develops a fault or simply degrades over time. It is therefore important that an alternative micro filter is tried, if you don’t have a spare micro filter they can be purchased from the high street at stores such as PC World or Maplin.

adsl.jpg

http://www.maplin.co.uk/p/leaded-adsl-splittermicrofilter-a72ag

Alternatively, Eclipse will be happy to supply a replacement or additional micro filter via first class post for £4.00 + vat.

Try to identify and switch off electrical equipment to eliminate interference to your broadband service

Electrical devices in your premises may cause interference which causes your broadband connection to drop, the list below includes some common causes, however any electrical device located near the broadband equipment or wiring could be a potential problem, devices such as:

  • Electronic Point Of Sale equipment (EPOS or PDQ terminals)

  • Alarm equipment

  • Power adapters

  • Central Heating Systems (particularly timed systems)

  • Microwaves

  • Televisions

  • Digital Set-top Boxes

  • Christmas Tree Lights

  • Other equipment plugged in to the same multi-plug as your broadband router

Test your service with an alternative modem or router

The most common cause of broadband problems is a faulty modem or router. Please test an alternative modem or router (swap with another if you have multiple connections) and configure it with your connection details.

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