Connect 247 Broadband Help & Troubleshooting

In this section you'll find information that should help you solve the majority of problems you might encounter when connecting to the Internet using the Cymru 1 Connect 247 Broadband service

Important Notes

Check everything carefully: BT will charge you up to £200 + VAT if an engineer is sent to your premises to resolve a fault that turns out to be due to a problem with your equipment, your wiring or your setup. It is therefore vital that you follow all the instructions we provide and do everything you can to eliminate the possibility that the problem is being caused by a non-BT fault.

Hardware: Cymru 1 Limited does not officially provide technical support for any Broadband hardware (modem/router). This is simply because there are so many different makes and models, and attempting to provide support for them all would be impossible. We will, however, do our best to help you configure your modem or router whenever we can. But in order to do so we do expect you to know how to access and modify your router or modem's configuration - details of which can usually be found in your modem or router's user manual. If you have difficulty finding the manual or understanding the instructions, please contact the manufacturer of the router or modem for assistance before contacting the Cymru 1 technical support department for help. If you purchased your hardware from Cymru 1 please refer to the documentation provided with it to find the special telephone number for hardware technical support provided by the hardware distributor or manufacturer.

A solution to most problems: 95% of all connection problems reported to our technical support department are cured by asking the customer to simply reboot (restart) their router and computer. Before contacting technical support please therefore restart your router (switch it off, wait 5 minutes, then switch it on again - and repeat this procedure a few times if need be). Please also restart your computer after restarting your router.

Please be patient! Although the vast majority of problems reported to the technical support department are easy to resolve, occasionally a problem with your line or equipment may make things more complicated to deal with. It might take some time to resolve and require you to conduct a number of tests and to contact the technical support department several times. We appreciate that such situations can be infuriating and frustrating for you and we will therefore do everything we can to resolve things as quickly as we can. But please keep in mind that we are required to follow certain procedures before being able to raise a fault with BT, and that BT can take some time to respond to these cases and that sometimes they do so requesting that additional tests be carried out.

Click on a subject below to get help quickly

General:

Microfilters - What are they? How to I use them? Why are they so important?
( All customers should read about Microfilters - they are vitally important )

Getting Started:

My Broadband service has just been activated. How do I use it? What settings do I need?

I am having problems installing my Broadband modem or router

I am having problems configuring my Broadband modem or router

I have installed and configured my router/modem but:

I can't connect to the internet at all

My connection is unreliable

My connection seems to be slow

What are Microfilters? Why are they so important?

Before you set up or trouble-shoot your broadband connection you need to understand the importance of Microfilters or "splitters".

These are small plastic boxes and come in one of two basic shapes: Either a solid "T" shaped plastic object that you fit directly into your telephone socket, or a more rectangular object with a very short (1 or 2 inches) flying lead to plug into the telephone socket. Examples of two typical types of Microfilter/Splitter can be seen in the pictures below:


Microfilter with flying lead	T-Shaped Microfilter

No matter what shape they are, all microfilters will have two sockets and one plug: One socket for a normal telephone (marked PHONE in the pictures), another smaller socket for a broadband modem or router (Marked MODEM or DSL in the pictures), and a plug to connect the splitter to your telephone line via a standard BT wall socket. This is at the end of the flying lead or physically attached to the back of the microfilter.

All microfilters also perform the same basic function: When you have broadband enabled on your line, both the broadband and the normal telephone signal are both sent along your telephone line at the same time and both arrive at your home or office at the first telephone socket (the "master socket") after the wire enters the building. Telephone signals and broadband signals can interfere with each other, and it is therefore vital to stop this from happening in order to prevent problems. A Microfilter basically separates or "splits" the broadband signal from the telephone signal. See the diagram below for a graphical representation of how this works.

A diagram showing how the Microfilter "splits" the broadband and telephone signals,
stopping them from interfering with each other.

Why are Microfilters so important?

If you do not install Microfilters correctly, or if you do not fit Microfilters at all, your Broadband connection will be unreliable or may not work at all. They are so important, in fact, that if you report a fault on your Broadband connection and an Engineer visits your premises to rectify it only to find out that it was caused by improper use of (or faulty) Microfilters you will be charged up to £150 + VAT.

Where and how do I fit my microfilters?

If you only have one telephone socket in your home or office, you only need one Microfilter. Unplug your telephone and plug the microfilter into the wall socket. Then plug the telephone into the normal socket on the microfilter, and the broadband modem or router into the smaller socket on the mirofilter. In this way you have separated the two signals and they cannot interfere with each other. See the diagram below. for a graphical representation of this.

Correct microfilter installation

If you have more than one telephone socket things become very slightly more complicated. Essentially you would normally need to have a microfilter plugged into each and every extension socket in your home and office that currently has a telephone (or other device that uses the telephone line, like Sky Digiboxes, faxes, burglar alarms and so on) plugged into it. You would then plug the telephone (or other device) into the ordinary telephone socket on the microfilter. See the diagram below for a graphical representation of this:

Correct Microfilter use - one on each socket

You can arrange things so that only one microfilter is needed, however: Extension sockets are normally wired in way that directly connects them to the wires within the first or "master" socket in your home or office. This is why you must have a microfilter on all used sockets - if you do not then telephones connected to the extensions will bypass the Microfilter and interfere with the broadband signal. But if you disconnect the extensions and re-wire things so that the extensions can be plugged into the Microfilter plugged into the first or "master" socket then you can eliminate the need for multiple microfilters. See the diagram below for a graphical representation of this arrangement:

Correct microfilter arrangement with only one needed

Please note, however, that the signal going to all extensions in this situation will have had the broadband signal filtered out. You cannot plug another Microfilter into one of the extension sockets and plug a broadband modem or router into that - it won't work - there will be no broadband signal at that point. See below for a graphical representation of an incorrect arrangement - the broadband signal has been filtered out by microfilter A -- so there is no broadband signal at the extension socket:

Incorrect microfilter arrangement

If you do not install your Microfilters correctly your broadband connection will not work at all, or may be unreliable. And if you raise a fault with our technical support department as a result of this, and a BT engineer visits your premises to resolve it and finds the problem is with your arrangement of Microfilters then you will be charged up to £150 + VAT. It is therefore essential to get things right. Here are some more examples of incorrect microfilter use: In the first diagram, no filters are used on the extension sockets. This means the telephone signal can interfere with the broadband signal, and vice versa.

Incorrect microfilter arrangement

In this second example two microfilters are used in series. In this case things are not really too bad. The telephone signal has been filtered by microfilter A and sent to the extension sockets. So far so good. But then a second microfilter, B, has been plugged into the extension socket. Although this is technically fine -- microfilter B should do no harm -- it is best to avoid arrangements like this since although it may not be doing any harm Microfilter B is not actually doing any good either, and having more microfilters than necessary can cause problems.

Incorrect Microfilter usage

Long cable runs and too many extensions can also cause problems with broadband signals in general. Where possible you should always therefore connect your broadband modem or router to the first or "master" socket in your home or office. If you do not do so and you experience problems then you will have to try doing so to see if your broadband connection improves. BT will not investigate or fix any faults in situations where the broadband connection works fine when the modem or router is connected to the master socket but not when it is connected to an extension socket - this situation indicates a problem with your wiring or microfilter arrangement and not a broadband fault.

Telephone socket faceplates with built-in filters:

Occasionally, when installing a new line or checking an older line, BT may install a special telephone socket with a built-in microfilter. Such faceplates are also available for you to fit to your existing telephone wiring from companies such as Maplin (www.maplin.co.uk) and ADSL Nation (www.adslnation.com).

If you have such a filtered faceplate you may not have to fit any microfilters since the smaller square socket (usually marked ADSL or Broadband) will already be filtered to only contain the broadband signal, while the larger, rectangular socket (usually marked Phone or Telephone) will already be filtered to only contain the telephone signal. Whether or not any extension sockets you might have might need to have microfilters plugged in depends on whether the extensions are wired in correctly at the master socket to only contain the telephone signal or not.

Please refer to the following pictures for more information:

NOT FILTERED:	NOT FILTERED:	FILTERED:
This is a picture of a normal telephone socket. It is NOT filtered and a microfilter would normally have to be used with it.	This is a picture of a normal double telephone socket. It is NOT filtered and a microfilter would normally have to be used with it.	This is a picture of a filtered telephone socket. Notice the labels above the sockets, and how the second socket is square rather than rectangular.

Please do not confuse a normal double-socket telephone outlet with one that is filtered. On a normal double outlet telephone socket, both sockets are rectangular in shape and there is unlikely to be any label distinguishing one from the other. On a filtered socket, one socket will be rectangular and will allow you to plug a normal telephone into it, and the other will be square and will not allow you to plug a normal telephone into it. This is because the plugs used on normal telephones are different to those used on broadband modems and routers. The plug at the end of the cable that is connected to your broadband router or modem will be roughly square in shape and made from transparent plastic. You cannot connect this plug into a normal telephone socket - it is the wrong type and shape. In contrast, the plug at the end of a normal telephone is roughly rectangular in shape and is usually made from solid white plastic.

When initially setting up your connection, or when trouble-shooting, please consider the following:

1) You really should have your broadband router or modem plugged into the master socket (this is the first telephone socket after the telephone wire enters your home or office). If you do not your broadband speeds may be decreased and you are more likely to experience problems with your connection. Indeed you MUST try plugging your broadband modem or router into the master socket, with all other telephone equipment totally disconnected from it and all extensions, before contacting technical support to report any problems, so it is sensible to arrange things so that they are arranged in this way right from the start.

2) A large proportion of "no synch" faults and problems that are reported to our technical support department are related to customer wring and microfilters and are not faults on the broadband network or on your telephone line. Even if a connection used to work fine but suddenly starts to behave erratically or stops working completely, it is more likely that there is a fault with your wiring or microfilters than with the broadband connection itself.

[ Back to top of page ]

My Broadband service has been activated. How do I use it?

The first step is to obtain the special Broadband username and password you’ll need to use in order to connect to the Internet.

The second step is to install your Broadband modem or router and any Microfilters according to the instructions provided with them. Click here for vital information on Microfilters

Finally, you will need to configure your router or modem to use your Broadband username and password (and any other settings it might require) in order to allow you to connect to the Internet.

Information to help you with these steps can be found below.

How do I obtain my Broadband username and password?

Your Broadband username and password, along with other technical information which you might need to know when configuring your Broadband router or modem, is available via your Connect 247 Control Panel. You can login to the Connect 247 Control Panel by visiting http://cp.cymru247.net

When you do so you will be asked to enter a username and password in order to login. You chose a Connect 247 Control Panel username and password during the sign-up process for your Broadband connection, and these details will have been sent by email to the “existing email address” you will also have entered during the signup process.

Is there any other configuration information I might need to know?

99% of all Broadband modems and routers will only need to be configured with your Broadband username and password. In some rare cases, however, some additional information might be asked of you when you configure them:

Always select PPPoA (or “PPP Over ATM”) and never PPPoE if you are asked to choose between the two.

Select VC-MUX if asked to chose between additional options.

Set VCI to 0 (The number “Zero” not the letter “Oh”) and Set VPI to 38

Avoid manually setting your IP address as this will ALWAYS be configured automatically for you once a connection to the Internet has been made.

Also avoid manually setting DNS server IP addresses – leave any such boxes blank – as again these settings will be determined automatically for you. If this is not possible for any reason and you need to manually configure DNS servers we suggest you use the excellent OpenDNS.com DNS servers: 208.67.222.222 and 208.67.220.220. You can find out more about the OpenDNS DNS Servers and the appropriate privacy policy at www.opendns.com

I am having problems installing my modem/router:

We cannot help you install your modem or router. There are literally thousands of different makes and model and each one is slightly different. In addition, the installation procedures might be different depending on which version of Windows you have and all in all it would be impossible for us to know how to help you install every possible make and model on every possible version of Windows.

If you have any difficulties installing your hardware please carefully read through the user manual it was supplied with and contact the modem or router manufacturer's helpline for additional assistance.

I am having problems configuring my modem/router:

The Technical Support department is happy to assist you to configure your Broadband modem or router to correctly connect to your Broadband account. However, in order to do so:

Your Broadband modem or router must be correctly connected to your computer.
You must make yourself familiar with the process of configuring your Broadband modem or router. For Broadband routers, this includes how to log in to the router’s control panel and what administration username and password your router expects you to enter in order to do so, and how to change the Broadband username and password and other settings.

Some basic tips on using and configuring Broadband routers and Broadband modems appears below but this is no substitute for reading through the user manual supplied with your hardware. Before contacting Technical Support please therefore be sure to read the instruction manual that was provided with your modem or router, and contact the manufacturer's helpline if you have any difficulty. We cannot help you if you are unfamiliar with your own equipment.

A tip about using and configuring Broadband Routers:

A Broadband router is, in effect, a basic, self-contained computer. Its job is to connect to the Internet and share that connection with one or more PCs via a wired or wireless network connection.

In general, this means that you will not need to make any configuration changes on your computer in order to connect to the Internet (unless you are linking to the router via a wireless connection, in which case you may need to enter a wireless password).

In particular, when using a router you should not try to use any form of “Connection Wizard” in Windows itself nor configure a “Broadband connection” in Windows itself - all configuration (for example entering your Broadband Username and password) is done on your Broadband router instead.

Configuring your Broadband router usually involves using your web browser (e.g. Internet Explorer) to connect to a special numeric Web address. Most often this is http://192.168.0.1 or http://192.168.1.1 or http://10.0.0.1 or http://10.0.0.2 (Click here for the correct addresses for some of the post popular Broadband routers)

The exact address you need to use will vary depending on the make and model of your Broadband router and will be listed in the manual supplied with your Broadband router. This is why it is so vital that you read the manual that was supplied with it rather than trying to guess how you should configure both the router and Windows itself.

When you go to the correct address you will be asked to enter a username and password in order to be allowed to configure the router. The default username and password will be listed in the manual supplied with your Broadband router and will vary according to the make and model. (Click here for the default usernames and passwords for some of the most popular broadband routers).

Once you have logged in, you will need to select the correct option necessary to configure your Broadband router with your unique Broadband Username and Password. You may also have to specify various settings. Your Broadband username and password, along with other technical settings, can be obtained from your Connect 247 Control Panel as mentioned previously. You may also contact the Technical Support department in order to obtain these details.

Broadband routers purchased from Cymru 1 during the Broadband signup process will normally have your Broadband username and password pre-configured for you.

A basic outline of the installation procedure for a generic Broadband router appears below. All makes and models of router are different, and the information provided here may not apply to your particular router. Before doing anything else, you should therefore read the router's instruction manual -- usually supplied on a CD.

1) Connect the router to your network using an Ethernet cable

2) Connect the router to your telephone line using a microfilter

3) Login to the router's setup or administration system. You normally do this by entering an address similar to http://192.168.0.1 or http://192.168.1.1 or http://10.0.0.1 or http://10.0.0.2 in the address bar of Internet Explorer (just like you'd do to view a web page) at which point you should be asked to enter a username and password. This username and password is NOT normally your broadband username and password. Instead they are the username and password used to gain access to the router's administration or setup pages. Details of the default username and password will be given in the router's user manual.

4) In the appropriate section of the router's administration or setup pages, enter your broadband username and password. If asked, select PPPoA rather than PPPoE -- this is usually the only element other than the username and password that the router may not be able to determine for itself automatically.

5) Test your internet connection.

6) On some routers it is necessary to specifically permanently save your username and password settings once you have entered them. If you do not then the router will forget them the next time you switch it off or restart it

7) Once you are satisfied that all is well, you should consider changing the default password for gaining access to the router's administration or setup pages in order to prevent anyone else gaining access. If you do so you should make a note of the new password and keep it somewhere very safe.

Default Router Login address, usernames and passwords:

Default login addresses, usernames and passwords for some popular routers appear below. Such details change from time to time and may not apply to your make or particular model. Everything you really need to know will be contained in the user manual supplied with your router and you really should read this from cover to cover in order to understand how to correctly install, configure and use your router.

Netgear: Login: http://192.168.0.1 Username: admin Password: password

Zyxel: Login: http://192.168.1.1 Password: 1234 (no Username is normally asked for at login)

Belkin: Login: http://10.0.0.2 or http://192.168.2.1 depending on model. No username is asked for. Leave password box empty (no password is normally set by default)

A huge online list of default passwords for other makes and models or router (and other devices) can be found here: http://defaultpassword.com/ (Warning: defaultpassword.com is an external site and not under our control. Exercise caution when visiting).

A tip about using and configuring Broadband Modems:

Broadband modems connect to your computer using a USB cable, and usually require you to install special software on your PC before you attach the modem. The software will be supplied on a CD with the modem, and may only work with certain versions of Windows. Very few Broadband modems include software that is compatible with Windows Vista, for example.

In general, Broadband Modems work just like Dial-up modems, and will ask you to enter your Broadband Username and Password before connecting to the Internet.

A basic outline of the process of installing and configuring a broadband modem that connects to your PC using a USB cable can be found below. This is a generic outline to give you a flavour of the process only. It may not apply to all types of broadband modems, and so should not be considered a substitute for reading the manual that comes with your modem.

1. Check that you have your modem, microfilters, all relevant connecting cables and your modem's installation CD. Read the supplied manual carefully!

WARNING: In most cases you MUST install the software provided with your broadband modem BEFORE you plug the modem into your PC. If you plug your broadband modem into your PC before you install the software you may have difficulty getting things to work. Please read the instructions that came with your Broadband modem CAREFULLY to check on the exact order in which to do things. These outline instructions assume you must install the software first.

2. Insert the CD into your computer and follow the installation procedures.

3. Plug microfilters into your telephone sockets. Microfilters need only be plugged into the sockets on the line that your Broadband service is being supplied on. The microfilters prevent the different signals of the Broadband service and the standard voice telephone service interfering with one another on the same line. You must plug all communications equipment (including telephones, fax machines and Sky Digiboxes) into the microfilters, as well as the connecting cable from your Broadband modem. You will normally need a telephone socket within 2m or 3m of your Broadband modem and computer, as this is the average length of a connecting cable. Do not try to extend any supplied cables yourself - contact your local PC accessory shop and ask them to obtain a longer cable for you instead. Click here for information on using and installing Microfilters

4. Connect and install your Broadband modem, referring to the instructions provided in the manufacturer's user guide or manual.

5. Access the dialler box by clicking on the connection icon that will usually be displayed on your desktop or in your system tray once you have successfully installed the modem drivers.

6. Enter your username into the dialler-box. Then you will need to enter your password. Then Press 'connect' or 'Dial' to complete the connection. Your Broadband connection username and password can be found in your Connect 247 Control Panel. To access it please click here and use the Control Panel username and password you chose when you ordered your Broadband service (contact technical support if you need help). Once logged in, click on Connectivity, then on List. Your account details will be shown in the main part of the page. To display your Broadband login username and password, simply click on the [Setup Info] link.

7. With the appropriate username and password entered, you will then be connected to the Internet and can type the address for any site you wish to visit into your browser.

If you have any difficulties installing your hardware, please contact the special hardware technical support telephone helpline that will have been supplied with your modem. Please do NOT contact Cymru 1 for hardware installation problems as we will be unable to help.

[ Back to top of page ]

I have installed my hardware but cannot connect at all:

If you cannot connect to the Internet at all, first please first double-check that your hardware really is installed correctly. Contact your Broadband modem's manufacturer for advice if necessary.

After doing so, it is vital to determine if your modem or router is “in synch” with your local telephone exchange or not (We’ll explain what this means shortly):

Connecting to the Internet with Broadband is a two step process (Synchronisation and Authentication), and both these steps must be completed successfully by your Broadband modem or router in order for you to be able to view web pages on the Internet and send and receive emails. Problems can happen at either step and in order to solve them it is necessary to find out which of them is causing the issue.

Synchronisation problems

The first step of the two step connection process is for your Broadband modem or router to communicate with your local telephone exchange to say the electronic equivalent of "Hello! Here I am. I am a Broadband Modem or router with the following technical specification. Can you hear me?" In technical terms this is known as "synchronising" or just "synching", and during this initial "Hello!" it is common for a particular LED indicator on your modem or router’s front panel to flash.

Once this initial synchronising has ended successfully, the LED will normally stop flashing and stay lit, or it may change colour from red or amber to green. At this point the Broadband modem is in communication with your local telephone exchange and is considered to be “in synch” (it has "synchronised") and can therefore theoretically communicate with the Internet - as long as your modem or router has been configured with the correct Broadband username and password, which is Step 2 of the connection process.

If your modem or router is in synch and you can’t connect to the Internet, you should read through the information under the heading “My router is in synch but I cannot connect” a little later on.

Conversely, if your modem or router fails to synchronise with your local telephone exchange you will not be able to connect to the Internet no matter what and you will need to read through the information you’ll find under the heading “My modem or router is NOT in synch” a little later on in this document.

How do I tell is my router is “in synch” or not?

Exactly which LED indicates that your modem or router is “in synch” or not varies depending on the make and model of Broadband router or modem. The details will be included in your modem or router’s user manual. It is usually labeled something like LINE, ADSL, DSL or similar.

Some examples of what to look for on commonly found Broadband routers follows below:

Zyxel routers: the LED that indicates if the router is in synch or not is usually labeled DSL/PPP. It will blink SLOWLY and regularly when the router is first starting up, then will light steadily in GREEN once it is synchronised correctly. This LED will flash QUICKLY every now and then when information is passing. So if it is flashing slowly and regularly, it is not synching, but if it is on all the time with only the occasional fast flashing, all is well and it is “in synch”.

Zyxel Router

Netgear routers: The LED that indicates if the router is in synch or not looks like an upside down question mark, but in fact is a lower case letter "i" with a semi-circle underneath it. It is labeled “Internet” in the picture below. If it is blinking AMBER, it is trying but so far not succeeding to synchronise. If it is green then all is well and it has synchronised correctly. When it is green it may blink occasionally to show that data is passing and this is perfectly fine.

Netgear Router

Dynamode routers: There is an LED labeled WAN (or WAN LNK on some models such as the second one shown below). This will flash while the router attempts to synchronise, then go steady when it has succeeded.

Dynamode Routers

Belkin Broadband Routers: There are several models of Belkin router, all with different LEDs to indicate if they are “in synch” or not. Have a look at the following diagrams:

Belkin 1

If your router looks similar to the one above, the LED labeled “ADSL – SYN” will be off or flashing if the router cannot synchronise. It will be on and will not flash if it is in synch.

Belkin 2

If your router looks similar to the one above, the LED labeled with an icon that looks like a telephone (number [4] in the diagram) will be off or flashing if the router is NOT in synch, and will be lit steadily (green) if it is in synch.

Incidentally, with this type of router, the icon that looks like a globe (labeled [5] in the picture above) will light up in green if the router has been configured with the correct username and password and is completely connected to the Internet, which is the second of the two steps we mentioned at the start of this section.

Belkin 3

Incidentally, with this type of router, the icon that looks like a globe (labeled [3] in the picture above) will light up in green if the router has been configured with the correct username and password and is completely connected to the Internet, which is the second of the two steps we mentioned at the start of this section.

Belkin 4

If the front panel of your Belkin router looks similar to the one above, the icon labeled ADSL ( labeled [F] in the diagram) will be off or flashing if the router is NOT in synch, and will be lit steadily if it is in synch.

Incidentally, with this type of router, the icon that looks like a globe (labeled [G] in the picture above) will light up if the router has been configured with the correct username and password and is completely connected to the Internet, which is the second of the two steps we mentioned at the start of this section.

[ Back to top of page ]

My Broadband modem or router is NOT in synch

The problem may be caused by one of the following situations: Please read through them and try the suggestions mentioned.

1) Broadband modem connected to the wrong telephone line. If you have more than one line, please ensure that you connect your Broadband modem or router to the one that has the Broadband service.

2) Cables plugged into incorrect sockets. Some Broadband modems have more than one socket for various cables. Please check that everything is plugged into the correct sockets. Refer to the Modem or Router’s user manual for assistance.

3) No Microfilters or too many Microfilters: It is important that you plug a Microfilter (splitter) into each telephone socket that is in use on a line that has the Broadband service. REMEMBER: If you have a Sky Digibox or other set top box, a burglar alarm or indeed ANYTHING that plugs into your telephone line, a Microfilter MUST be plugged in at some point between such devices and your master telephone socket. Please refer to the Microfilters section of this document for more information.

4) Using a USB Broadband modem on a notebook, a PC with many USB peripherals already plugged in, or connecting via a passive or low-power USB hub. If you have a USB Broadband modem it will normally need to draw all its power from the USB connection rather than from an external power supply unit. In order to work correctly it is therefore important that it is able to draw enough power from the connection. Many notebooks, for example, are unable to provide enough power for some Broadband modems. And if you already have many USB devices plugged into your PC, again your Broadband modem may not be able to draw enough power. Similarly, if you have connected a USB hub to your PC or notebook, the hub may not be able to provide enough power. To find out if this is the cause of the problem, try plugging your Broadband modem directly into your PC, having first disconnected all other devices.

5) Too many devices/incompatible devices plugged into telephone line: Having too many devices (phones, faxes, digiboxes etc) plugged into a telephone line can cause problems. Similarly some devices may be incompatible with the Broadband service. Try removing everything except the Broadband modem (and Microfilters) from your telephone line. Try plugging your Broadband modem into the master socket rather than an extension.

6) Faulty extension wiring/Microfilter problem: This is the most common reason for “no synch” faults. You may have a faulty Microfilter, or you have fitted your Microfilters incorrectly (Please refer to the Microfilters section of this document for more information). You may also have a problem with your extension wiring.

If you have a spare Microfilter, try using it in place of your existing ones (one at a time). Plug your Broadband modem or router into the first or master socket on your telephone line (being sure to use a Microfilter), with all other telephone equipment disconnected. This is an essential step to rule out problems with your extension wiring, even if you previously had no problems.

If possible you should also test with all extension wiring physically disconnected from your telephone line. If you have a modern master telephone socket it may have a removable section of the faceplate at the top which, when removed, disconnects extension wiring automatically, and reveals a special "test" socket. Plug your modem or router into this test socket and try again. Please be careful and if appropriate seek professional advice before removing faceplates or any other wiring - telephone lines carry enough electrical current to cause you harm if you are not careful, and the small wires within sockets are easy to accidentally dislodge from their connections.

7) A fault with your telephone line: Check to make sure your telephone line is working for normal telephone calls. Listen out for any clicks or pops or other unusual sounds which might indicate a problem with a line. (If you can hear a low volume “bubbling” noise then it is possible you have problems with your Microfilters, or have not fitted them correctly, as this type of noise is generated by the Broadband signal which the Microfilters should filter out from your telephone). Click here for advice on correctly installing Microfilters.

Call BT Faults to double-check for or report faults on your telephone line. If you speak to a human operator and mention you are having problems with your Broadband connection they will tell you to report Broadband faults to your ISP and not to them. Please explain that in this particular situation you are just looking for a fault on your phone line that might also be causing problems with your Broadband connection.

(We recommend that you reboot your router and computer after making any of the adjustments or changes mentioned above).

If the problem is not being caused by any of the other possibilities we’ve mentioned, and is not resolved by plugging your modem or router into the master (main) telephone socket and using a spare Microfilter, then it is likely that the fault is being caused by a problem with the Broadband equipment at your local telephone exchange. In order to resolve the problem you will need to contact Technical Support so that we can investigate further and ask BT to investigate the fault if need be. Please refer to the section entitled “Reporting a Fault to Technical Support”.

[ Back to top of page ]

My Broadband modem or router is in synch but I still cannot connect

If your router or modem is in synch (the first of the two steps required for it to connect to the internet) but you still cannot connect to the Internet then it is likely that it is failing at Step 2 – Authentication.

Authentication Problems

During authentication, your modem or router must send us your correct Broadband username and password in order for it to be allowed to connect to the Internet. Please see your Broadband modem or router user manual for more information on establishing a connection and entering the username and password.

If you have a Broadband router, you must configure the Broadband username and password by logging in to the router’s control panel and selecting the appropriate setup option.

If you have a Broadband modem, you will normally have set up a special connection in Windows and may have to enter your Broadband username and password manually each time you want your computer to connect to the Internet.

The following pages contain information on the steps you need to take if your modem or router is in synch but you still cannot connect to the Internet.

Note: We have split the information into three sections, one for users of Broadband Routers, one for users of Broadband Modems, and one that all users must read. Please see below:

If you have a Broadband Router:

If you have a Broadband router rather than a Broadband modem and you cannot connect to the Internet then it is possible that you have not set up your computer to connect to the router correctly.

If you cannot connect to your router’s control panel then it is almost certain that you have not connected your router to your computer or network correctly. Please read the router’s user manual and contact the router’s manufacturer for assistance before continuing.

If you can login to the router’s control panel in order to adjust its settings, including your broadband username and password then all should be well and you should carry on reading the information below.

Always triple-check that your Broadband username and password are correctly set in your Broadband router:

Broadband usernames: Usually take the form 89x123456@surfdsl.co.uk (or .net or .com or similar, or in some cases 89x123456@surfdsluk or similar). Broadband usernames do NOT end in @cymru247. Broadband usernames are CaSe sEnSITive. It is not possible to choose or change Broadband usernames - they are allocated automatically.

Broadband passwords: Are usually a jumble of numbers and letters. Broadband passwords are CaSe sEnSITive. You cannot choose or change a Broadband password - they are allocated automatically.

If you don’t know your Broadband Username and password:
If you have a Connect 247 Control Panel account, login to http://cp.cymru247.net with your special Connect 247 Control Panel username and password*, click on Connectivity, then on List, and finally click on the [ Setup Info ] link you’ll see to the right of your Broadband connection’s name.

If you do not have a Connect 247 Control Panel account, or you cannot remember your Connect 247 Control Panel login details, please contact Technical Support for assistance.

* You chose your Connect 247 Control Panel username and password when you signed up online for your Broadband service. You will have been sent an email containing a reminder of those details shortly afterwards

Login to your Broadband router’s control panel to check for errors:
Check the results of any self-test, status or log pages and see what error is being reported - we cannot help you if you are unable to tell us what problem the router is experiencing. Please read through the router's user manual for more details and for trouble-shooting information.

Finally, read thought the additional trouble-shooting steps for All Users (Broadband Routers and Modems), which appears after the section for Broadband modem users below, for information on what to do next

If you have a Broadband modem:

Do you receive an error message from Windows when you try to connect? Most error messages are to do with your hardware, in which case you should contact your Broadband hardware manufacturer or distributor for assistance. However, if you receive a 691 Error (Access was denied because the user name and/or password was invalid on the domain" or similar) it means the Broadband username or password you are using are incorrect.

Triple-check your Broadband username and password are correctly set in your Broadband router or modem:

Broadband passwords: Are usually a jumble of numbers and letters. Broadband passwords are CaSe sEnSITive. You cannot choose or change a Broadband password - they are allocated automatically.

If you do not have a Connect 247 Control Panel account, or you cannot remember your Connect 247 Control Panel login details, please contact Technical Support for assistance.

Finally, read thought the additional trouble-shooting steps for all users (modems and routers) that appears below for information on what to do next.

All Users (Broadband Routers and Modems):

If your router is in synch with the exchange and you are certain that you are using the correct username and password but still cannot connect then there are three main possibilities:

We are experiencing a fault on our network. Please wait at least an hour and try again before contacting Technical Support.
Your account has been suspended due to non-payment of your service subscription fees. If you have a Connect 247 Control Panel account you can tell if your account has been suspended by using an alternative method of connecting to the Internet, logging in to your Control Panel and clicking on Connectivity then on List. If your Broadband account is listed as “Suspended” then you need to contact the Cymru 1 Billing Department to resolve the issue.
There is a fault at your telephone exchange or between your telephone exchange and our network. This is the most time-consuming possibility to diagnose but also the most likely fault*.

* If you are a new customer and this is the first time you have tried connecting then (as long as you really have entered your username and password correctly, your router/modem really is in synch, and your hardware really has been connected and configured correctly) this is by far the most likely to be the cause of your problem.

If your account has not been suspended, and if no faults have been reported on the Status Line or Status Page (please remember to allow time - at least an hour - for new faults to be investigated an reported on the Status Line or Status Page) then please follow steps A, B and C below before contacting Technical Support for further advice if necessary:

Step A) Instead of your normal Broadband username and password, please use the following ones:

Username: bt_test_user@startup_domain

Password: test

You will NOT be able to surf the web or send/receive email when using this username and password but you should not normally receive a username or password error.

If you have a router, your router’s log or connection status page should tell you if it has correctly connected to the Internet with this username and password. If your modem or router displays an error when using this username and password, make a note of the fact. Also make a note if your modem or router does NOT display an error and has connected correctly.

Step B) Go on to try another special username and password:

Username: bt_test_user@XXXX
(where you must replace the XXXX with the part of your normal Broadband username that comes after the @ symbol. For example if your normal Broadband username is 89x123456789@surfdsluk.net then you must use bt_test_user@surfdsluk.net. Similarly, if your username is 89x123456789@surfdsl.com then you must use bt_test_user@surfdsl.com )

Password: test

Again you will NOT be able to surf the web or send/receive email when using this username and password but you should not normally receive a username or password error.

Step C) No matter whether either of the special usernames and passwords mentioned above work correctly or not, at this point you should go back to using your normal Broadband username and password again and try re-connecting.

If you still cannot connect to the Internet after following this procedure, please contact Technical Support for further advice, being sure to mention that you have tried the two special test usernames and passwords and what the outcome of using those usernames and passwords was. Please refer to the procedure for reporting a fault to Technical Support.

[Back to top of page]

My Broadband connection is unreliable.

If your connection seems to be unreliable is important to determine the type of problem you are having and to try to resolve it yourself before you contact Technical Support.

As explained in the previous section, connecting to the Internet with Broadband is a two-stage process. First, your Broadband modem or router must communicate over your telephone line to your local exchange (a process known as synchronisation or "synching"). Secondly, it needs to send your username and password to our systems in order to be allowed access to the Internet (a process known as "authentication").

If there is a problem with your telephone line, or the wiring within your home, or the way you have installed your microfilters, it is very common for your Broadband modem to "lose synch" with your local telephone exchange - sometimes very frequently. This can cause problems because every time it loses the connection to the local exchange your Broadband modem has to try to establish a connection again, and send your username and password again. And if this happens a lot, it can result in lots of "page not found" errors, or for you to experience email problems or indeed for the connection to appear to be slow.

You can identify a problem of this nature very easily: The "synch" or "connection" light on your modem, which would normally flash for a few moments after you turn it on then remain steady, will be seen going off, then flashing, then going steady for a while, then maybe flashing again -- or at least not staying lit steadily. Each time you see it start to flash it means your modem has lost synchronisation with the local exchange and is trying to re-establish a connection.

(NOTE: Although this is true of the majority of Broadband modems, please check the documentation that came with your Broadband modem or router for information on exactly what the indicators on your particular unit mean - some makes and models may have a light that may flash to indicate that all is well, or that data is being transmitted, in which case a flashing light would not mean an error).

If your problem appears to be related to synchronisation problems:

A) Is someone using the phone or watching TV when the problem starts or does the problem seem to happen when you make or receive a telephone calls? If so then the problem is certainly to do with your wiring or the way you have installed your microfilters. Please read items 1, 2, 4, 5 and 6 below. Please note that Sky Digiboxes, Digital Set Top Boxes, faxes modems and basically anything that plugs into the same telephone line as your Broadband modem should have a microfilter plugged in between them and the master telephone socket on the line that the Broadband service is supplied on. A lack of microfilters or incorrectly installed microfilters will cause synchronisation problems.

B) Does the problem seem to happen more often than not after it rains or it is windy? If so, the problem could be related to a quality problem on your telephone line. Please see item 7 below. Alternatively it could still be related to your internal wiring and microfilter installation. Please see items 2,4 and 5.

C) Does it just happen for no apparent reason? If so then it might be more difficult to trace. Please read all the items below

Possible causes and solutions for unreliable Broadband connections:

1) Cables plugged into incorrect sockets. Some Broadband modems have more than one socket for various cables. Please check that everything is plugged into the correct sockets.

2) No microfilters or too many microfilters: It is important that you plug a microfilter (splitter) into each telephone socket that is in use on a line that has the Broadband service. You do not need to plug a microfilter into sockets that have neither a telephone plugged into them nor your Broadband modem plugged in to them. BUT DO NOT "chain" microfilters. In other words make sure that there is only one microfilter between your Broadband modem and the master telephone socket. For example, if your Broadband modem is plugged into a telephone extension which is in turn plugged into a master telephone socket, do not plug a microfilter into both the master socket and the telephone extension as this would mean there would be two microfilters between the Broadband modem and the telephone line. REMEMBER: If you have a Sky Digibox or other set top box, a burglar alarm or indeed ANYTHING that plugs into your telephone line, a microfilter MUST be plugged in at some point between such devices and your master telephone socket. Please click here for more info on microfilters and how to install them correctly.

3) Using a USB Broadband modem on a notebook, a PC with many USB peripherals already plugged in, or connecting via a passive or low-power USB hub. If you have a USB Broadband modem it will normally need to draw all its power from the USB connection rather than from an external power supply unit. In order to work correctly it is therefore important that it is able to draw enough power from the connection. Many notebooks, for example, are unable to provide enough power for some Broadband modems. And if you already have many USB devices plugged into your PC, again your Broadband modem may not be able to draw enough power. Similarly, if you have connected a USB hub to your PC or notebook, the hub may not be able to provide enough power. To find out if this is the cause of the problem, try plugging your Broadband modem directly into your PC, having first disconnected all other devices.

4) Too many devices/incompatible devices plugged into telephone line: Having too many devices plugged into a telephone line can cause problems. Similarly some devices may be incompatible with the Broadband service. Try removing everything except the Broadband modem (and microfilters) from your telephone line. Try plugging your Broadband modem into the master socket rather than an extension.

5) Faulty extension wiring/microfilter problem: Try making a call on your telephone while the light is flashing. Calling any number will do. If the light mysteriously stops flashing then you probably have a problem with your microfilters or the wiring for your telephone lines may be faulty. In particular you may have "chained" microfilters (see item 3). Please click here for more info on microfilters and how to install them correctly.

IMPORTANT: You should also try plugging your broadband modem or router into the first or master socket on your telephone line, with all other telephone equipment disconnected. This is an essential step to rule out problems with your extension wiring, even if you previously had no problems. If possible you should also test with all extension wiring disconnected from your telephone line. If you have a modern master telephone socket it may have a removable section of the faceplate at the top which, when removed, disconnects extension wiring automatically, and reveals a special "test" socket. Plug your modem or router into this test socket and try again. Please be careful and if appropriate seek professional advice before removing faceplates or any other wiring - telephone lines carry enough electrical current to cause you harm if you are not careful, and the small wires within sockets are easy to accidentally dislodge from their connections.

6) A fault with your telephone line: Check to make sure your telephone line is working for normal telephone calls. Listen out for any clicks or pops or other unusual sounds which might indicate a problem with a line. (If you can hear a low volume “bubbling/buzzing” noise then it is possible you have problems with your Microfilters, or have not fitted them correctly, as this type of noise is generated by the Broadband signal which the Microfilters should filter out from your telephone). Call BT Faults to double-check for or report faults on your telephone line. If you speak to a human operator and mention you are having problems with your Broadband connection they will tell you to report Broadband faults to your ISP and not to them. Please explain that in this particular situation you are just looking for a fault on your phone line that might also be causing problems with your Broadband connection.

7) Faulty Broadband hardware: It is possible that the problem is being caused by a fault in your Broadband hardware or microfilter.Try using any diagnostic or status programs provided with your Broadband hardware - contact the manufacturer or distributor for more information. Please click here for more info on microfilters.

IN ALL CASES WE RECOMMEND THAT YOU DO THE FOLLOWING AFTER MAKING ANY CHANGES TO THE CONFIGURATION OF YOUR PC OR FOLLOWING ANY OF THE INDIVIDUAL SUGGESTIONS ABOVE:

1) SHUT DOWN YOUR PC. IF YOU HAVE A ROUTER, SWITCH IT OFF TOO.
2) UNPLUG YOUR BROADBAND MODEM/ROUTER FROM BOTH THE TELEPHONE LINE AND THE COMPUTER
3) RE-PLUG THE BROADBAND MODEM/ROUTER INTO YOUR COMPUTER AND TELEPHONE LINE
4) SWITCH ON YOUR ROUTER IF YOU HAVE ONE.
5) RE-START YOUR PC.

WARNING: Do you use a wireless connection between your computer and your Broadband router? If so, before you do anything else, disable the wireless connection and link your computer to your router using a cable instead. Wireless connections are susceptible to interference from a number of sources, not the least of which is someone nearby using a wireless connection on the same frequency as you. Wireless interference can cause your Broadband connection to appear unreliable when in fact the problem is your wireless connection and not your Broadband connection. Remember that you will be charged up to £150 by BT if an engineer is sent to investigate a Broadband fault that turns out to be a problem with your equipment, configuration or setup.

If none of these steps help solve the problem, please follow the procedure for reporting a fault to technical support.

[Back to top of page]

My broadband connection seems to be slow

Broadband services are "contended": With Broadband, other people share the same "pipe" to the Internet as you do. If many of these people are trying to download large files at the same time, the amount of room in the "pipe" for you to download things may be limited, and your connection may seem slow in such situations. In contrast, if most people are just surfing the internet (just viewing web pages and not downloading huge amounts of data) or are not connected at all, when you try to download the same file later on there may be plenty of room in the pipe and you will be able to download very quickly. The same limitations apply to all the other people using the "pipe", not just you, and remember that this applies to all Broadband providers and not just us.

All this means is that, at times, your connection may seem slower than normal.

However, if you find your connection always seems to be very slow all the time then something may well be wrong:

1) check that your modem is not losing synchronisation with your local telephone exchange (see "my connection is unreliable" above).

2) If you are connecting a network of PCs to the internet via an Broadband router, ensure that no users are downloading or uploading large files, or using peer to peer software that may be consuming a great deal of bandwidth.

3) Ensure that your system is free from viruses, trojans and worms, and that you have checked that your Broadband hardware is working correctly using the diagnostic software or feature that is provided with many Broadband modems.

4) If the problem you experience only appears to be related to certain activities, for example, email or FTP, then the problem is most likely being caused by incorrectly configured firewalls or anti-virus programs.

If you are absolutely certain that you have tried everything and are still having problems, please do the following:

Visit http://speedtester.bt.com and follow the instructions on screen. Make a note of the results (copy the results and paste them into a text file for later reference).

You should re-try this test three times - leaving a sensible gap (at least 3 hours) between tests to make sure that the problem isn't transient. Ideally you should do several tests over several days and at different times of the day, making a note of the results each time.

Once you have gathered a reasonable amount of data please follow the procedure for reporting a fault to Technical Support and provide the results of the speed tests you have conducted.

WARNING: Do you use a wireless connection between your computer and your Broadband router? If so, before you do anything else, disable the wireless connection and link your computer to your router using a cable instead. Wireless connections are susceptible to interference from a number of sources, not the least of which is someone nearby using a wireless connection on the same frequency as you. Wireless interference can cause your Broadband connection to appear slow when in fact the problem is your wireless connection and not your Broadband connection. Remember that you will be charged up to £150 by BT if an engineer is sent to investigate a Broadband fault that turns out to be a problem with your equipment, configuration or setup.

THIRD PARTY SPEED TEST SITES ARE VERY UNRELIABLE
Only the BT speed test will give you reasonably reliable results. With other tests there is no way of knowing how much load the server or network that the speed test server is on may be under when you perform your test. Secondly, in order to give you a result in a reasonable amount of time, speed test sites tend to use relatively small data files. As a result they only give what is effectively a snapshot speed result.

REMEMBER: The speeds used in the descriptions of Broadband accounts theoretical maximums. The actual speeds at which you will be able to upload or download depend on the quality of your line, the distance from the exchange, and certain other factors – including contention ratios.

If none of this information helps to solve your problem, please follow the procedure for contacting technical support.

[Back to top of page]

I am using an Broadband router. What DNS server addresses should I use?

You should configure your router/network to automatically pick up DNS addresses when the connection is established.If this is not possible for any reason and you need to manually configure DNS servers we suggest you use the excellent OpenDNS.com DNS servers: 208.67.222.222 and 208.67.220.220. You can find out more about the OpenDNS DNS Servers and the appropriate privacy policy at www.opendns.com but some of the benefits, especially if you are running a company or home network from a static IP include potentially faster lookups, the ability to block adult sites, block phishing sites and generally monitor your DNS traffic.

Please note that Cymru 1 Limited does not benefit financially in any way from your use of the OpenDNS DNS servers.

[Back to top of page]

What is the procedure for contacting technical support to report an Broadband fault?

Before contacting technical support to report a problem you MUST:

1) Check that your Broadband equipment is correctly installed and that it passes all hardware diagnostics tests.

2) Call your Broadband equipment manufacturer's helpline for assistance with configuring or installing hardware. Cymru 1 does not provide support for end user hardware.

3) Determine if your Broadband modem is synchronising with your local exchange or not. This is VITAL. Please consult your broadband modem or router user manual to find out which indicator on your equipment will tell you if you are synchronising or not. We cannot help you if you are unable to provide this information.

4) If your equipment is not synchronising with the exchange: follow the advice given for this type of error. In particular be sure to unplug ALL other telephone equipment connected to the telephone line and connect your Broadband modem/router directly to the master telephone socket (using a suitable Microfilter) to check if it makes any difference. Also try replacing your existing Microfilter with a spare if you have one to see if this helps or not. If possible disconnect any extension wiring from the master socket. If the problem goes away when you do any of this then the Technical Support department will be unable to help you – BT will not attempt to rectify a fault if the problem is related to your internal telephone wiring.

5) If your equipment is synchronising with the local telephone exchange, but you still cannot connect to the Internet: Follow the advice given for this type of error. Make a note of any error messages that windows displays on your screen or, if you have a Broadband router, make a note of any errors shown in your router's connection logs/status pages.

6) If you are having problems with slow speeds, conduct several speed tests as explained in the section titled "My broadband connection seems to be slow".

THEN:

Send an email to support@cymru1.net and include the following information:

a) Your broadband username (or the telephone number of your Broadband line)

b) The make and model of Broadband router/modem you are using

c) The version of Windows you are using

d) Tell us whether your modem/router is synchronising with your telephone exchange or not.

e) State that you have followed appropriate steps (1 to 6) above and provide details of any error messages/speed test results.

f) Tell us if you have tried a spare Microfilter* and router/modem or not.

g) Tell us if you have tried connecting your modem or router to the master telephone socket and have disconnected all other telephone equipment.**

h) Provide as much additional detail on the problem you are encountering as possible.

* You really should try a spare Microfilter if you have one. And if you have a spare Broadband or router, please try that as well, as it can eliminate any faults with your existing router or modem. Both Broadband modems/routers and Microfilters are susceptible to damage by voltage spikes/nearby lightning strikes. Microfilters in particular can have a limited life span and don’t always last forever.

** You must perform this step before contacting Technical Support as it helps to eliminate potential problems caused by your internal wiring.

If you need to contact technical support by phone, please be ready to give all the details outlined above to the representative who takes your call.

Remember: YOU WILL BE CHARGED UP TO £150 + VAT by BT if an engineer is called out to your premises to investigate a Broadband fault which turns out to be due to a user error or a fault or limitation in your equipment/configuration/internal wiring/Microfilters etc.

You will also be charged up to £150 + VAT if we have arranged with you for an engineer to visit on a particular day and no one is in when the engineer arrives.

[Back to top of page]