internet
Sunday 26 May 2013
 

troubleshooting your internet connection

frequently asked questions



Troubleshooting slow internet connection


If you are experiencing slow internet speeds when browsing or downloading, there are a few things you can do to try and speed up your internet connection.


turn off any other web programs


  • The first thing we suggest you do is reset/suspend any other Internet activity or network activity if your PC is a part of a network.
  • Remember that if you have any peer to peer software open, other Internet users may be uploading files from your computer's hard drive. This will have an impact on your internet connection.

check your browser


  • We suggest that you delete your cookies, and reset your browser, to see if this improves your internet speed.

close all other programs


  • It's a good idea to exit applications you don't need when you're surfing the internet, particularly if your computer has less than 128MB of RAM. It's also good practice to limit the number of windows that your browser has opened at the same time and close web pages that you don't need.

unplug other USB devices


  • If you've got printers or scanners attached to your computer that use a USB cable, these can cause connection problems. Try unplugging these devices to see if the slowness problem is solved.

check for stuck e-mail


  • If you're trying to download an attachment that's more than 2MB using Outlook, this could block your connection. To check if you have a stuck email, please check your email on your webmail. In your Inbox, you will see emails that have not been downloaded locally to your Outlook and you can delete emails with large attachments. It's also worth noting that web pages will take longer to load if you're simultaneously downloading a large email.

is your broadband cable plugged in securely and in good condition?


  • If your modem cable is not plugged in securely to your filter and PC, you may not be able to connect or your connection could drop. Make sure you've got a good quality cable with no kinks, that reaches comfortably between your computer's modem and the phone wall socket.

time of day


  • You may see your speed reduce during peak times. The busiest time is from 6-11pm.
  • If you need to download large amounts of data we suggest that you do so outside peak time.

maximum access speed


  • Some websites have a maximum access speed, therefore you may experience slow speeds on specific websites.

viruses and spyware


  • Viruses and spyware can have a serious impact on your connection speed so make sure your computer is protected. Download an anti-virus (free anti-virus software are available on the web) or if you already have one, please ensure that it's up to date.

change connection mode


  • If your modem and PC are connected via Wi-Fi/USB, swap your connection to Ethernet/LAN.

'defragment' your hard drive


  • If you've been using your PC for a while, the hard disk may have become 'fragmented'. This means its storing files in small parts, spread across many different places on the drive. This has a detrimental effect on speed, as it takes time for the computer to find and compile all the parts when launching a program or open a file.
  • We recommend you 'defrag' your hard disk every few months. Please seek assistance from your PC Vendor and/or Technician for assistance.

If you have checked all the above and your internet speed is still slower than usual, please call our hotline on 8902 for MyT and 8900 for ADSL




Troubleshooting for frequent disconnections


Frequent internet disconnections is when your internet gets disconnected by itself in intervals that can vary from 2 seconds to 30 minutes. When your internet gets disconnected, your DSL/Link/@ LED light of your modem will blink and become stable again after a few minutes, when the connection is back to normal.


During disconnection, you will have no internet service.

If you are experiencing frequent internet disconnections, there are a few things you can do to try to resolve this problem.


check your connection from your modem to your PC/laptop


I am using a LAN Cable:


  • check your LAN cable and make sure the network cable is connected properly from your modem to your network card slot on your PC

  • verify if your network card is working (by typing ping 127.0.0.1 in your MS-DOS prompt)

I am using a USB Cable:


  • check USB cable connection between the modem and your PC

  • verify if your USB drive in your PC is OK for e.g by plugging in another USB device like an external key and checking if the key is detected

I am using Wi-Fi:


  • Check that your Wi-Fi adapter is turned on your laptop

  • If you are using a Wi-Fi dongle, check that it's well inserted in your PC/Laptop USB port
  • Check that you are within reasonable range of the modem (you should be seeing at least 1 bar on the Wi-Fi icon at bottom right of your screen)

telephone line quality


Make sure there is no noisy/cracking sound when you pick up the phone


disconnect other communications equipment


Disconnect all telephone extensions whereby terminal equipment such as fax, cordless phones, CLIs indicators, alarms are disconnected. Move your cordless phone base the further possible from your modem.


disconnect splitter


Remove the splitter and try the connection again. If the connection becomes stable without the splitter, your splitter might be faulty and you need to get a new one.


scan your hard-disk with an anti-virus software


Scan your hard-disk with an antivirus. This will ensure that your PC/laptop is not infected with a virus that can sometimes cause disconnections with our server. Please ensure that your anti-virus definitions file is up to date to detect latest viruses, trojans and worms


disable your anti-virus software


In some cases, new or updated anti-virus software may be cutting off the internet connection. Disable the anti-virus software and run the connection again. If this resolves your frequent disconnection problem, then consider playing with options on your anti-virus software so that it does not see your internet connection as an outside threat


external apparatus causing interference


Detect whether you are getting frequent disconnections whenever certain electrical appliances are being used around your modem e.g. microwave oven, other wireless networks (Bluetooth, mobile phones, cameras), TV repeaters, alarms and faulty power supplies. Try to isolate the source of the interference if possible. Sometimes frequent disconnections may also be caused by public lighting and high tension power cables.


If you have checked all the above and you are still experiencing frequent internet disconnections, please call our hotline on 8902 for MyT and 8900 for ADSL




Troubleshooting no internet connections


check your connection from your modem to your PC/laptop


I am using a LAN Cable:


  • check your LAN cable and make sure the network cable is connected properly from your modem to your network card slot on your PC

  • verify if your network card is working (by typing ping 127.0.0.1 in your MS-DOS prompt)

I am using a USB Cable:


  • check USB cable connection between the modem and your PC

  • verify if your USB drive in your PC is OK for e.g by plugging in another USB device like an external key and checking if the key is detected

I am using Wi-Fi:


  • Check that your Wi-Fi adapter is turned on your laptop

  • If you are using a Wi-Fi dongle, check that it's well inserted in your PC/Laptop USB port
  • Check that you are within reasonable range of the modem (you should be seeing at least 1 bar on the Wi-Fi icon at bottom right of your screen)

telephone line quality


Make sure there is no noisy/cracking sound when you pick up the phone


disconnect other communications equipment


Disconnect all telephone extensions whereby terminal equipment such as fax, cordless phones, CLIs indicators, alarms are disconnected. Move your cordless phone base the further possible from your modem.


disconnect splitter


Remove the splitter and try the connection again. If the connection becomes stable without the splitter, your splitter might be faulty and you need to get a new one.


check @DSL LEDs status on your modem


Is the LED on, blinking or off?


  • if LED is off, check your power supply
  • If LED is on or blinking, unplug and plug back in your modem power adapter. You will have to wait for approximately 5 minutes for your modem to re-start and synchronise.

If you have checked all the above and your internet speed is still not restored, please call our hotline on 8902 for MyT and 8900 for ADSL


Troubleshooting Core TV/Video on Demand


In case you are experiencing problems on your MyT TV channels and/or VOD, there are a few things you can do to try to resolve this problem.


switch off your modem


Try unplugging your modem and plugging it back in. Wait for approximately 5 minutes for your modem to re-start and synchronise and for the DSL/@ LED to be ON


switch off your set top box (decoder)


Switch off your set-top box (decoder) and switch it back on. Wait until you see the time displayed on the front panel before testing your MyT TV channels and VoD


verify your cables


  • Verify the cable connection between your TV and decoder (RCA/SCART cable)
  • Unplug and plug RJ45 LAN cable between modem and decoder

remove Viaccess card from STB


Remove card from STB and re-insert


verify remote control


Verify if remote control batteries are working. If not, change batteries and test if your problem is resolved


ordered VoD will not play


In case a VOD has been ordered and cannot be re-launched, check if delay of 24 hours has not expired. You usually get 24 hours from the time you bought a VoD to watch it. After 24 hours, you will not be able to watch the VoD again.


reset cookies on STB


On your remote control, press Menu followed by yellow and blue button, delete cookies and restart the set top box. Enter your TV login and password again on your TV. Your login will be your My.T phone number and password = 1234.



If you have done all the above and your MyT TV and VoD are still not working, please call our hotline on 8902