Troubleshooting your Fibre broadband connectivity problems

There are many things that may cause problems with the quality or speed of your connection. Before you call us you should run through the following quick fix guide.

• Reboot your router -
  Turn it off at the plug socket, leave it off for 10 minutes then turn it back on.
• Reboot your modem -
  Turn the Openreach modem off at the plug socket. Leave ts for a few seconds then run it back on.
• Hardwire your network -
  If you're using wireless, plug an Ethernet cable from the back of the router directly into you computer.
• Exclude any extension wiring -
  Make sure your router is plugged directly into the master socket and any other equipment plugged into the master socket or extensions is unplugged.
• Check your phone line -
  Plug a phone into your master socket and make sure you can make and receive calls. Check there is no noise on the line by dialing 17070 from your landline. if there is a problem with your phone line you should call you telephony provider.

If your problems persist please give our technical team a call.

Troubleshooting your broadband connectivity problems

There are many things that may cause problems with the quality or speed of your connection. Before you call us you should run through the following quick fix guide.

• Reboot your router -
  Turn it off at the plug socket, leave it off for 10 minutes then turn it back on.
• Hardwire your network -
  If you're using wireless, plug an Ethernet cable from the back of the router directly into you computer.
• Exclude any extension wiring -
  Make sure your router is plugged directly into the master socket and any other equipment plugged into the master socket or extensions is unplugged.
• Check your phone line -
  Plug a phone into your master socket and make sure you can make and receive calls. Check there is no noise on the line by dialing 17070 from your landline. if there is a problem with your phone line you should call you telephony provider.

If your problems persist please give our technical team a call.

Troubleshooting your Ethernet Connection

If your connection is completely down please follow the steps below before calling us.

• Step 1: Confirm the router and NTE unit are powered on –
  You should be able see the power LED’s illuminated on both devices. If one or both units are off, try a different power cable or move the power cables to another source. If this doesn’t bring them up, please contact FastNet for assistance.
• Step 2: Reboot the router & NTE–
  turn the router and NTE unit off for 10 seconds / 15 minutes and then power back on. If the service is not restored, please move on to the following step.
• Step 3: Reboot your firewall and/ or any internal LAN equipment (switch) –
  turn your firewall and switch off for 10 seconds and then power back on. If the service is not restored, please move on to the following step.
• Step 4: Replace the Ethernet cables connected into ports GE0/1 and GE0/0 –
  Once you have replaced these, please contact FastNet for further assistance.

Troubleshooting your VoIP services

You should first ensure that you have internet connectivity, if you cannot browse to any websites please check our Broadband toubleshooting guide. The causes and symptoms of VoIP problems can vary greatly. Below is a round up of quick things you can do to help start to troubleshoot your issues.

• Step 1: Check your phone is powered on.
  Turn the phone off at the plug or unplug the Ethernet cable, make sure all the lights on the phone go out then plug the cables back in.
• Step 2: Check the connections to your phone.
  Unplug all of the cables going to and from your phone and plug them back in again, this will ensure that there are no loose connections
• Step 3: Reboot your router.
  Turn your router off for 3 minutes then turn it on again.
• Step 4: Check your network.
  If there has been anything new introduced to your network try unplugging the item and see if it makes any difference, if it does then contact your network support team or the person that installed the item.

If your problems persist give our technical team a call.

Troubleshooting Domains & Hosting

Domain and Hosting issues are usually pretty easily resolved, If you are having problems or have any questions about your domain name or hosting services please call our technical team. They will help you get to the bottom of the problem quickly and efficiently.

Emails

There can be many issues affecting emails, please check you have set up your email correctly by referring to our 'Getting Started' guides. If this doesn't resolve the problem please contact our support team.

Troubleshooting Data Centre

If you need to access to your equipment in our Data Centres at anytime please email your access request to access.datacentre@fastnet.co.uk. if you need emergency out of hours access please contact our out of hours team on the 24/7 number in your handover document.

Our technical team will be happy to carry out remote assistance or reboots upon requests. Requests must be sent by email to help@fastnet.co.uk by a person with sufficient access level as detailed on your Data Centre Access List. Please ask you Account Manager if you require a copy of this list or if you need to update your current Access list.

Troubleshooting your Cloud Services

There are many detailed problems that may be experienced with our Cloud Services. We are currently working on a detailed guide for these, in the meantime please contact our technical support team.

Troubleshooting your online backup

Generally once the service is up and running it rarely goes wrong. Two common reasons that your backup may fail:

• Running out of allocated backup space - this is easily fixed by contacting your account manager to add storage quota to your account.
• Another backup already running - this is usually because a previous backup is still running. Your next backup should run as expected.

Contact our technical team if you are still experiencing problems.

Troubleshooting your Firewall

DO NOT reset the sonicwall by pressing a pin into the small reset hole unless requested by a fastnet engineer - this will cause the Firewall to loose its configuration setting.

Please follow these troubleshooting steps if you have determined that the SonicWall has power (Power light should be lit).

• If the unit has no power, please try another mains socket. If this doesn’t provide power, please contact the fastnet technical team.
• Check to see if the ‘Spanner’ icon is lit, this is found at the front of the unit. If it is lit it indicates a potential issue with the hardware. In this case please restart the SonicWall, if this does not extinguish after a few minutes please contact FastNet for assistance.
• Please turn the firewall unit (and router if connected) off for 15 minutes and then power back on. Try internet access again after a few minutes.
• Replace the Ethernet cables that are connected in port’s X0 and X1 on the SonicWall. If either of these are faulty, they will cause your internet access to fail.

Troubleshooting your PSTN line

As our lines aren't generally used to make or receive calls you will probably not even notice if you have a fault with your phone line unless its affecting your broadband. We may from time to time ask you to test your phone line to assist with diagnostics. A technical advisor will help guide you through some tests in this instance. if you know you have a problem with your Fastnet PSTN line please contact our technical team.