Internode Basic ADSL Troubleshooting Guide

This guide is designed to be used as a top to bottom checklist. It covers the most common resolutions to problems that you may encounter with your ADSL. The Advanced section has additional information that you can consult. ADSL Modem/Router Reboot - Turn off all equipment for at least 30 seconds, then restart, i.e. computers, switches, modems. - If the problem still exists after the above, turn your modem off for a full 15 minutes. Dial Tone Check - Plug an analog phone into the modems wall socket, lift the handset and check dialtone. Equipment Check - Make sure the ADSL Modem is not ltered. - Check all cables are rmly connected to the correct sockets. Check All Non-ADSL Devices are Filtered. These Devices Include: Telephone Handsets Cordless Phones Fax Machines Answering Machines Conguration Check - Consult your Internode Conguration Sheet for connection settings (your username must be entered exactly as printed on this sheet). - Consult your Modem Manual for modem conguration information. FOXTEL Digital Alarm Systems EFTPOS Systems Miscellaneous Checks Have any electrical storms occurred recently? If the modem is plugged in during a storm it could potentially be damaged. Please test your connection with another modem if possible. Unplug everything connected to a phone socket at the premises, then reconnect only the ADSL modem. Leave the modem connected for a period of 30 minutes whilst testing the Internet connection. (Note: This includes removing all double adapters, splitters and extension cables). Call the Internode Helpdesk on 1300 788 233 for further assistance. We are available from 8am to 12 midnight (CST) Monday to Friday and 9am to 12 midnight (CST) on weekends and public holidays. Alternatively you can check our Advanced Troubleshooting Guide.
NAME COLOUR SOLID/BLINKING

Check your modems ADSL status lights against your modem manual and write the information below (Keep this guide close to your modem):
ADSL LINE SYNC PPP LINK

For more information go to www.adsl.internode.on.net

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Internode Advanced ADSL Troubleshooting Guide

Equipment
Every device other than the ADSL modem/router requires a lter. Telstra stipulates that no more than ve telephony devices may be installed on a phone line at any point in time. If your premises has a monitored alarm system, or more than 3 devices that require ltering, it is recommended that you purchase a Central Splitter to maintain connection integrity. An AUSTEL approved electrician is required to install this device. The use of double adapters and extension cables can interfere with your ADSL connection. Instead of using a double adaptor to share a single telephone wall socket, an inline splitter should be used. This performs the same task as the double adapter and ADSL inline lter combined. The phone cable used for the ADSL equipment should be kept short (within 2 metres). We suggest that this cable be the one that was supplied with the ADSL equipment. You should make sure that your system is free of viruses, spyware, adware and malware. These types of programs can cause speed problems as they can ood your upload bandwidth, which in turn reduces the efciency of your download bandwidth causing poor performance. If you do not have an up to date antivirus program installed, you can run an online scan. Most major antivirus vendors have an online scan on their website eg http://www.symantec.com/ and http://www.trendmicro.com/ An excellent program you can use to scan for spyware, adware and malware is Ad-Aware. A copy of this can be obtained from our Tucows download mirror, (this does not count towards your download quota): http://tucows.internode.on.net/ The best method for testing the maximum speed of your connection is by downloading a moderately large le from our download mirror and then uploading to your webspace via FTP. These servers will always run at full speed, regardless of any speed shaping/prioritisation. The mirror is located at: http://mirror.internode.on.net/ and information on FTP at: http://www.internode.on.net/helpdesk/website/ If you are on a 256k plan you will get an average of around 20-25 kBytes/sec. If you are on a 512k plan you will get an average of around 45-55 kBytes/sec and if you are on a 1500k plan you will average around 145-155 kBytes/sec. If you need further assistance, please call our Helpdesk on 1300 788 233. We are available from 8am to 12 midnight (CST) Monday to Friday and 9am to 12 midnight (CST) on weekends and public holidays. Alternatively you can log a support request via http://support.internode.on.net/ for non-urgent queries.

Performance
Before running any performance checks you should close any programs that might use your connection. This includes any programs that could be running in the background. You should also check for activity on the modem by looking at the modem activity status lights. Common programs that can affect download speeds are:
PEER TO PEER/FILE SHARING
(EG KAZAA, BITTORRENT)

INSTANT MESSENGING
(EG ICQ, MSN)

ONLINE GAMES EMAIL PROGRAMS

(EG OUTLOOK EXPRESS)

IRC CLIENTS STREAMING AUDIO/VIDEO PROGRAMS (EG WINAMP)

For more information go to www.adsl.internode.on.net

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