Modem troubleshooter
This article describes the ADSL modem troubleshooting procedure.
Modem LED indicators
The EZ Connect ADSL USB Modem has two LEDs on the top panel, one is marked Data and the other Power. The operational status of the modem is indicated by the LED conditions listed below.
| LED | Status | Description |
| Power | On | Power is being supplied to the modem via the USB bus. |
| Data | Flashing | Indicates the modem is synchronizing its ADSL/ATM link with the head end. |
| Data | On | Indicates an ADSL/ATM link has been established on the RJ11 port. |
No connection
If you cannot connect, try the following:
- Check the phone and USB cables for wear or loose wires and replace any defective cables if necessary. Make sure the cable is securely attached to the modem’s RJ-11 port and that the modem is connected to the ADSL service provider via the microfilter.
If the PPP connection fails to respond, hang up and dial again. PPP may fail to connect when you first dial in due to synchronization problems.
- If the Data LED is off, review the driver installation process to be sure that the driver was correctly installed. Make sure the correct software driver was installed for the correct operating system.
- A failed or aborted installation may leave some system files or drivers that interfere with a new installation. If necessary, remove the EZ Connect ADSL USB Modem driver, and try reinstalling it.
BT test login
BT have a test login that could be used to identify if a particular problem is with the hardware or with our broadband service. If you are experiencing intermittent problems with your connection, test the connection using this alternative login.
The login is:
Username = bt_test@startup_domain
Password = blank
Once authenticated, you can browse to a single site, "http://www.bt.net/digitaldemo" which currently consists of a single graphic image. If you can connect with this, you can confirm that any problems are not caused by the broadband hardware.
Modem Driver updates
Driver updates can be downloaded from the SMC website:
Troubleshooting procedure
Before reporting a fault, please complete the following troubleshooting procedure:
- Does your telephone still work? If not, call BT retail and have them fix the line?
- Are you getting an ADSL-synchronisation with the local exchange. This is typically indicated by a flashing light?
- If there is an ADSL-sync, try logging in with ‘bt_test_user@startup_domain’ (no password). Then try to access http://www.bt.net/digitaldemo with your browser.
- Is there any non-ADSL equipment on the line, e.g. a fax? If so, does it have a microfilter installed? Try unplugging the non-ADSL device and then test your broadband connection again.
- If you have an extension, try plugging the line directly into the master socket without the extension. Does that make a difference?
- Has another ADSL modem been tried? If so, does this make a difference?
- Has another microfilter been tried? Does this make a difference?
- Has ADSL ever worked?
Provide a description of the fault ie. can’t download web pages, slow connection?
When reporting a fault, please ensure that you leave the ADSL equipment connected to the line and powered up (including PC if relevant).
Please provide the following information: customer name, order number, line number and username.
Hardware faults
Fasthosts cannot support the modem and router hardware. Customers should contact the SMC technical support department:
This is the recommended procedure:
- If you have confirmed that your hardware is faulty please call SMC technical support department on the number below, to report the faulty hardware.
- If you need a new unit, your will be given a unique web address from which you must print out a label to attach to the front of the packaged hardware. This includes a unique barcode and reference; and allows the article to be posted by Business Post, free of charge.
- A new unit will be dispatched to you on the same day the faulty hardware is received. The whole process takes between 3-5 days.
There are no charges for this support service.
Tel: 08009179523
Email:european.techsupport@smc-europe.com
Opening times: 9:00 AM to 6:00 PM (Mon to Fri) - 10 AM to 4 PM (Saturdays)
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