If your ADSL light is off or is flashing, it means you have no sync on your router and cannot receive an internet connection. Follow the steps below to resolve the issue:
Check your service is live
If you've just joined us, check your activation date on your welcome letter or in the MYbOnline portal to make sure your broadband has actually gone live. Remember, it can go live any time up to midnight on your activation date.
Make sure you're using your master socket
Your master socket is the point where the external phone line enters your office. It's a white, plastic square built into your wall. It will be bigger than any other phone socket in your house and offers the strongest broadband signal.
All the other sockets in your property are connected to your master socket with extension wiring. This type of wiring isn’t ideal for carrying broadband signals and can become damaged over time. That's why it's important to always connect your router to your master socket.
Check if you need to use microfilters
A microfilter is a small device that stops your phone signal from interfering with your broadband signal, and vice versa.
You'll only need to use microfilters if you have a standard master socket. If you have a pre-filtered socket with two ports built in, you won't need to use them.
For your microfilters to work properly, you'll need to plug one into every socket you're using in your office. You'll get two microfilters with your router, but if you need more you can buy, contact us for more information.
Check your microfilters
If your microfilters are faulty or set up incorrectly you're likely to experience connection issues. Our tips below will help you get the most out of your microfilters:
- Don’t use two microfilters by plugging them into each other.
- Don’t plug a microfilter into an empty socket – only plug them into the sockets you’re using.
- If you don’t have enough microfilters for all the sockets you’re using, unplug some devices and leave them unplugged until you can get some more.
- Your microfilter might be faulty – try a different one to see if this fixes the problem.
Reboot your router
To restart your router, simply turn it off at the mains and leave it off for 30 seconds.
After 30 seconds, switch it back on and wait for it to fully boot up. Once it’s booted, you may need to reconnect your computer or any other devices to your WiFi.
Check your router setup
Please see check my Fibre setup to check whether your equipment is set up correctly.
Try the test socket
Your test socket is located inside your master socket. By plugging into your test socket, you bypass all the internal wiring in your office and connect your device directly to your phone line. This makes it the ideal point to test your internal wiring for faults.
To check whether you have a test socket, and for instructions on how to access it, please see what is a test socket?