Troubleshooting: Cannot connect to the Internet

Aim of this article:

This article provides troubleshooting advice for customers who have no connection to the Internet so are unable to browse the Web, access E-mail and reach any other Internet services.  Before conducting these diagnostics we advise restarting your computer and Broadband equipment to eliminate the possibility of a temporary issue affecting your connection.

Step 1:

Locate your Broadband ADSL router/modem.  The device will have lights that indicate the current state of your connection.  Ensure the light labelled as one of the options below is lit solidly (not flashing or off):

Line / ADSL / i / Broadband

If the light is lit solidly proceed to Step 2, otherwise perform the following diagnostics: 

• Ensure your equipment is set up as illustrated in our setup guide*¹. 
  Click here to view the setup guide.
• Unplug your Broadband/ADSL Router from the power socket for 30 seconds and then plug back in. Wait for one minute and then check the status of the light.
• Disconnect all other telephone devices - including telephone handsets, fax machines and digital set-top boxes.

If the light is still flashing or off after following these steps please contact Technical Support for further advice.

NOTE:
*¹ - This step should be carried out even if the service has worked in a different configuration previously.  Best performance and reliability is gained by connecting to the BT master socket and ensuring telephone devices on extension sockets are correctly filtered.

Step 2:

Ensure your Broadband ADSL router/modem is configured correctly.  You will need your Zen username and password which were provided in the Technical Details e-mail we sent you.  These details may also be found in the Zen Customer Portal, a guide to locating them can be found here:

http://www.zensupport.co.uk/KnowledgeBase/article.aspx?id=10599

The following guide provides details of how to configure your Broadband ADSL equipment:
 
http://www.zensupport.co.uk/KnowledgeBase/article.aspx?id=10817

Connecting to the BT Master Socket will eliminate the majority of causes of connection problems. 

Once you have ensured the settings are correct check whether you can access the Internet.  If the connection is still not working proceed to Step 3.

Step 3:

Replace your username in the Broadband router with the following username:

    bt_test@startup_domain

and attempt to connect.  If the router reports it is able to obtain a connection try entering your own username again.  If you still can not connect proceed to Step 4. 

Step 4:

Unplug your Broadband router's plug from the power socket for 30 minutes and then plug it back in.  Wait for at least two minutes and then check whether the router has connected and whether you can access the Internet.  If the connection is still not working proceed to Step 5.

Step 5:

Perform a factory reset of your router.  Specific instructions for doing this will be found in the manual for your router.  The following article provides generic advice for factory resetting a Broadband Router/modem:

• Factory Reset Guide

Once done ensure you enter your connection settings as detailed in Step 2.

Check for access to the Internet.  If the connection still fails please contact Technical Support for further advice.  Details for contacting Technical Support can be found by clicking the 'Contact Us' link.