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This is the support site for Andrews & Arnold Ltd, a UK Internet provider. Information on these pages is generally for our customers but may be useful to others, enjoy!
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There are a number of checks that are sensible to try and carry out before even contacting support. Some of these will depend on whether you have a master socket, etc. However, in most cases if you call support we'll ask you to do most of these checks anyway.
Our control pages show graphs of the loss and latency on your line and will help you confirm there is a real problem rather than a local networking issue. It is also possible to run some BT line tests from the control pages as well if you wish. These can be seen by support staff later and can help diagnose the problem.
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== Step 1: Check Equipment ==
We know it is obvious but please do check the following:
We know it is obvious but please do check power is on to the router, it is connected to the phone line, and that it actually has lights on. It is usually worth trying a simple power cycle (turn off, wait 30 seconds, turn on) to see if that clears a problem. This is not something that should be needed routinely, but always worth a try as the first step if you have a fault.▼
#Power is on to the router
#Router is connected to the phone line
#Router has some lights on.
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== Step 2: Check Phone Line ==▼
Connect a normal telephone to the line and confirm you get dial tone. Dial 17070 from the phone - this reads back the phone number. Check this is the right number for your broadband (i.e. you have found the right phone line). Key 2 for option 2 which is a quiet line test and listen for any crackles, pops, clicks, etc. If you find a problem with the phone line in any way then you need to report to your telephone service provider. The phone line has to be fixed and working before any broadband fault can be addressed. Fixing the phone line normally resolves any broadband issues. ▼
It is possible that a phone line fault could be caused by some work on the line regarding the broadband service, such as a migration, could have caused a fault in the phone line. e.g., an openreach engineer in the exchange may have made a mistake which caused the phone line itself to break. Unfortunately, even in these cases, if the phone line is faulty then the phone line provider will still need to be contacted and a fault reported to them. If AAISP are the phone line provider then do get in touch, if the phone line provider is BT, then a fault can be reported [https://www.bt.com/faults online] or by calling them.▼
Do the following ''' only if you pay us for your telephone line rental'''.
#Connect a normal telephone to the line and confirm you get dial tone.
#Lift the handset. You should hear an Andrews and Arnold pre-recorded message. listen for any crackles, pops, clicks, etc.
If you find a problem with the phone line in any way then you need to report to us. The phone line has to be fixed and working before any broadband fault can be addressed. Fixing an underlying phone line issue usually resolves any broadband issues you may be experiencing.
▲It is possible that a phone line fault could be caused by some work on the line regarding the broadband service, such as a migration, could have caused a fault in the phone line. e.g., an
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== Step 2b: Check Phone Line (3rd party line rental) ==
Do the following '''if you pay someone else telephone line rental'''.
#Connect a normal telephone to the line and confirm you get dial tone.
#Dial 17070 from the phone - this reads back the phone number. Check this is the right number for your broadband (i.e. you have found the right phone line).
#Key 2 for option 2 which is a quiet line test and listen for any crackles, pops, clicks, etc.
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It is possible that a phone line fault could be caused by some work on the line regarding the broadband service, such as a migration, could have caused a fault in the phone line. e.g., an Openreach engineer in the exchange may have made a mistake which caused the phone line itself to break.
Unfortunately, even in these cases, if the phone line is faulty then the phone line provider will still need to be contacted and a fault reported to them. If the phone line provider is BT, then a fault can be reported [https://www.bt.com/faults online] or by calling them.
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== Step 3: Eliminate Wiring ==▼
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== Step 3: Connect to the Test Socket to Eliminate Internal Wiring ==
If you do not have a master socket like this (meaning your phone installation dates to before ~1986), try connecting the broadband splitter to the first socket where the line comes in to the building, and connect the router to the splitter.▼
You will know if your socket has a removable faceplate if it has a BT or Openreach logo, and a separate removable faceplate covering the bottom half (see examples for sockets with a removable face plates below). You can then remove the faceplate to isolate the internal wiring in the building as per the steps below:
▲[[File:Nte5open.png|100px]]
# Use a small screw driver to remove the faceplate - it may have wiring attached to it so be careful not to dislodge the wiring. If it is a newer NTE5C socket, then it should just unclip on the sides.
#Behind the faceplate is another telephone socket. Connect your broadband splitter to that and the router to the splitter.
#Leave connected here for an appropriate period of time to see if they problem goes away, e.g. 24 hours.
#If it does, the problem is in your internal wiring and it will be your responsibility to get that fixed.
▲If you do not have a master socket like this (meaning your phone installation dates to before ~1986), try connecting the broadband splitter to the first socket where the line comes in to the building, and connect the router to the splitter.
[[File:Master-sockets Examples.jpg|right|500px]]
[[File:TestSocketExample.png|left|500px]]
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== Step 4: Swap Shop == ▼
If you have any spares of any of the relevant parts, try swapping them. Don't forget the splitter, the lead from the splitter to the router, the router, and the power supply. Do tests from the test socket behind the master socket faceplate if possible, or else from the nearest socket to the phone line entry to the building. If you don't have spares you will need to call us anyway, but it is worth checking cables are all plugged in firmly and trying turning equipment off and back on again. If there is equipment supplied as part of the service and you are not using it, then you should test with the supplied equipment.▼
If you have any spares of any of the relevant parts, try swapping them:
#Splitter (aka Filter)
#The lead from the splitter to the router
#The modem, or else modem/router, and the power supply.
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== Step 5: Diagnostics == ▼
There are various tools and diagnostics that are available via the Control Pages, please see:▼
▲There are various tools and diagnostics that are available via the Control Pages,
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Once you call support we may ask you various questions and ask you to carry out tests. These should simply be things like plugging in or unplugging equipment, changing leads around, turning things off and on again, etc. They are not normally anything complicated or technical.
[[Category:ADSL Faults]]
[[Category:
[[Category:Dropping ADSL]]
[[Category:Slow ADSL]]
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