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FTTC – FTTC service issues and faults

If you are experiencing issues with FTTC broadband connectivity, please run through the necessary checks listed below before reporting the issue to the service desk.
Check the physical phone line.

To do this:

•Plug a telephone into the test socket, lift the receiver and listen for any noise such as crackling.

•Dial 17070 and press option 2, this will carry out a quiet line test

•Make a phone call and ensure the quality of the call is good

If you hear noise or the line test fails, please contact us on 01435811580 before further diagnosing any broadband issues.

 

Power Cycle the Modem and Router.

Power off the modem and router for 15 seconds, then power back on.

This can be done by pressing the off buttons or removing the power supplies.

You should then monitor your connection for any improvements.

If the service has stabilised the issue has been resolved.

If you are still experiencing connection issues please proceed to the next step.
Test the Connection Directly From the Test Socket.

Connect your broadband to the NTE5 test socket and monitor.

You should remove the faceplate of your socket and connect your broadband to the socket if you have a filtered faceplate then you must ensure you have a micro filter fitted between the test socket and the modem connection.

This will bypass any internal wiring issues. You should then monitor your connection for any improvements.

If the service has stabilised the issue has been resolved and the problem lies with internal wiring, not the broadband.
Change the filter.

If you do not have a filtered faceplate or if your FTTC service went live after Feburary 2016 then you must ensure you are using a micro filter.

Most routers are supplied with 2 x micro filters; you should switch to the second or use a different one.

If the service has stabilised the issue has been resolved and the problem lies with a faulty micro filter.

If you are still experiencing connection issues please proceed to the next step.
Try an alternate router on the connection.

•If you have an alternate router, test this on the connection. If this is not possible, please contact your IT administrator/support company.

•You should then monitor your connection for any improvements.

If the service has stabilised the issue has been resolved and the problem lies with a faulty router.

If all checks have been carried out and you are still unable to connect to the internet, please contact RJ Cortel on 01435811580

 

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