Broadband troubleshooting guide
If your broadband connection is slow, disconnecting or not working, this guide will take you through a number of steps designed to solve a wide range of common problems.
If your issue is related to your connection dropping out or resetting - see our guide here
Follow step 1 below to get started. Please note; it is important that you follow the details in this guide closely as your problem could be the result of one minor detail, so it's always best to cover all the possibilities.
STEP 1: CONNECT VIA ETHERNET
If you are trying to connect via wireless, begin by plugging your computer directly into the modem using an Ethernet cable (see step 3 below for an illustration of how to do this).
Next, try browsing the internet to see if the problem persists - if you are able to browse the internet then it means you have a wireless network issue, in which case you need to follow the Wireless Troubleshooting Guide instead.
STEP 2: REBOOT YOUR MODEM
Often when the internet appears to be broken, a simple restart of the modem can solve the problem quickly and with minimal fuss. So, before proceeding to any further steps, always try a modem reboot.
- Turn the modem off at the wall
- Leave it off for 2 minutes
- Turn the modem back on at the wall
The modem will take a few minutes to start back up and re-establish the connection. If this has solved the problem, then you’re free to surf on! If the problem persists, continue to step 3.
STEP 3: CHECK THE CABLES
Missing cables, dodgy double adapters, or frayed extension cables can all cause problems with your broadband. Begin by checking that your modem is correctly plugged in, and everything is where it should be.
ORCON GENIUS WHITE (UFB)
ORCON GENIUS WHITE (VDSL/ADSL)
ORCON GENIUS BLACK (ADSL)
If everything’s plugged in correctly, try unplugging or replacing any double adapters or extension cables as these are often cheap parts which fail regularly.
Reboot your modem as per step 2, and see if that has solved the problem. If not, proceed to step 4.
STEP 4: ISOLATION TEST
If you're on UFB, VDSL or ADSL with a Genius phone line, then you shouldn't have anything plugged into your jackpoints. ADSL Genius especially, this is important as other devices can still cause interference on your line even though they no longer work.
If you're on ADSL with a normal phone line, other devices plugged into your phone system can interfere with your broadband service, and an isolation test checks whether the internal wiring of your house, a faulty ADSL filter, or another device is causing your problems.
- Disconnect all private equipment plugged into a jackpoint e.g. double adapters, phones, filters, extension cords, fax machines, modems, Sky etc.
- Wait for at least 30 seconds to allow the line to reset.
- Plug the modem back in without a filter, and wait for it to reconnect - if the lights labelled 'ADSL Sync' (sometimes labelled 'ADSL', 'Sync', 'WAN' or 'Broadband') and 'Internet' (sometimes labelled 'Online') light up, then your modem has reconnected.
- If your modem reconnects: then this means that your other devices or equipment are causing interference on your phone line. Plug your equipment back in piece by piece, checking the connection each time. When the problem returns then you have discovered the faulty equipment. Keep testing the rest of your equipment as well.
- If your modem does not reconnect then the problem may lie with your jackpoint or phone cable. Try a different cable, and if that doesn't work, then try the other jackpoints in your house, still checking the connection each time.
Any faulty equipment will either need to be replaced, or may simply require a new ADSL filter.
If your modem still won't reconnect after checking the other jackpoints, proceed to step 5.
STEP 5: OTHER EQUIPMENT
If an isolation test isn't able to locate the problem, try checking the following equipment:
- Modem: The best way to test your modem is to take it to someone else's place and plug it in there, or try a different modem at your own place. This will confirm whether or not the problem lies with the modem. If you have tried all the jackpoints in your home with no success, but your modem works elsewhere, then you may have a wiring issue. Please call the helpdesk on 0800 13 14 15.
- Filter: Try another filter or connect the phone or modem directly to the jackpoint to see if it makes a difference. (Filters should not be used for customers on the Genius plans)
- Third Party Devices: If you have a device connected in between your modem and computer, remove this and connect the computer directly to the modem.
- Computer: If you do have another computer, connect it directly to your modem via the LAN/Ethernet cable and see if it makes a difference.
- Medical and Monitored Alarms: If your alarms are still active, then you should have a master filter (or splitter) hardwired into your phone line. If you don't have them filtered then your broadband won't be able to work properly. If you don't use your alarm anymore, make sure it's no longer programmed to dial out as this will also cause disruptions to your broadband service. Talk to the alarm company if you have any questions.
If you've tried all this, or it doesn't apply - on to the next step!
STEP 6: FACTORY RESET
A factory reset changes all the settings in your modem back to the way they were straight from the factory. This eliminates the possibility that there are settings which are preventing the modem from making a connection, or that the modem has simply encountered a quirk which needs to be ironed out.
Please note that this resets ALL modem settings – this includes your wireless network settings (name & password), or any special settings such as port forwarding. Please take note of these so you can re-enter them once the reset has been completed.
It's very important that you DO NOT power off your modem while completing a factory reset - this will 'brick' the modem and you'll need a new one.
- Unplug the Ethernet cable connecting your computer to the modem
- Find the ‘reset’ button – usually a button on the back or bottom of the modem that requires you to use a ballpoint pen or a small pin to activate. Press and hold this button for 10 seconds or until the lights turn off and/or flash simultaneously
- Wait a minute or two for the modem to start itself again.
- You should now be able to log into the modem using the default password (usually 'admin') and set your modem up for broadband. This usually means you need to enter your Orcon broadband username and password - instructions for re-entering username and password details for some modems are here.
- Orcon Genius Customers:your modem will take ten or so minutes to download its settings from our servers before it's able to set itself up again
After a few minutes the modem should have re-established an internet connection. Plug your computer back into the modem with an Ethernet cable and you should be able to surf the internet again.
If this also hasn't worked, it's time to go to the final step.
STEP 7: FINAL CHECKS
If you have reached this stage in the troubleshooting process and have not yet been able to solve your problem, it may be time to give the helpdesk a call on 0800 13 14 15 and lodge a fault.
Make sure to note down all of the steps you've already completed, and anything interesting you may have noticed.
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