Have trouble with your Internet?
Try our FAQs to see if you can find your answer.Remember... if you can't solve your Internet troubles, we're here to help.
- I have lost connectivity to the Internet. What should I do?
- I have performed those actions but I still can’t get onto the Internet. What do I do next?
- The PPP light on my modem keeps flashing and I can’t get onto the Internet. What is wrong with it?
- The ADSL light on my modem keeps flashing. What is wrong with it?
- The webpage takes a long time to load up. What is causing it? (Slow Connection)
- What should I do if my connection has been paced?
Q: I have just lost connectivity to the Internet. What should I do?
A: Go through the following basic troubleshooting procedures. Most of the time the problem can be resolved by performing the following actions.
- Check for loose cables (power cables, Ethernet cables, etc).
- Power cycle modem by unplugging power cable and putting it back after a short wait of around 15 seconds.
- Restart the computer.
Q: I have performed those actions but I still cannot get onto the Internet. What do I do next?
A: We will have to proceed with an Isolation test. In a typical home / small office setup, the phone socket at the wall is normally shared by both the phone and the modem. The sharing of the phone line is done using a little device called ADSL Filter.
To perform the isolation test, we need to get the filter out of the setup. Unplug the phone cable that is going from the modem to the filter. Plug the phone cable directly to the telephone point at the wall. By doing this, we will have a direct connection from the modem to the phone socket, taking filter out of the picture.
If after doing the isolation test and you are able to access the Internet, you may need to replace the filter.
The key purpose of the isolation test is to:
- Identify any faulty equipment in the premises
- Identify any possible configuration errors on the devices
- Narrow the problem down and possibly shorten the service downtime
- Avoid any Incorrect Callout Fees (penalty) imposed by the carrier (Technician was sent out and fault lies with the customer’s equipment and not the Telecommunications Infrastructure)
A: The PPP light on the modem is indicative for authentication purposes. For every ADSL / ADSL2 connection, a username and password are assigned and configured in the modem. This will allow the modem to communicate with our server. If the credentials are incorrect or missing, you will not be able to access the Internet.
Firstly, we will need to gain access to the modem’s configurations menu to verify that the username and password are correct. To do this, ensure that you have a cabled connection from the modem to the computer and perform the following:
For Windows Users:
- On your keyboard, press on the Windows Key and Letter ‘R’ both at the same time.
- In the ‘Run’ window, type in ‘cmd’.
- In the black window (command prompt), type in ‘ipconfig’
For MAC users:
- Go to Finder and open the Applications Folder.
- Go to Utilities, then terminal.
- In the terminal window that appears, type ifconfig.
Amidst all the information, look for the ‘Default Gateway’ and note down the numbers associated to it. It may read as 192.168.1.1 or something else depending on the manufacturer of the modem you have.
- Launch a browser (Internet Explorer, Firefox etc.) and put the default gateway numbers into the address bar.
- If all these were done correctly, you should get a prompt for username and password. By default, the modem should use ‘admin’ as the username and ‘password’ for the password. You can try ‘admin’ for the password as well if the first attempt fails.
- Once you get into the modem configurations, browse around the menus and look for the PPP or WAN username / password.
- Verify that the username and password are there.
- If the information is missing or you do not know what your Globaldial username and password are, please give our Tech Support a call and we will assist you further.
Q: The ADSL light on my modem keeps flashing. What is wrong with it?
A: The ADSL light on the modem is indicative of ADSL service on the phone line. After performing the isolation test and the light still flashes, the problem can range from:
- Changes to account details for the phone service which may have caused disruption to the ADSL service
- Fault on the phone line (broken copper link, etc.)
- Faulty modem
First, perform an isolation test. If problem still persist, unplug the modem and connect a normal analog phone to the socket and see if there is a dialtone. Give us a call and we will deal with your problem.
Q:The webpage takes a long time to load up. What is causing it? (Slow Connection)
A: The slow connection speed may be caused by the computer itself. There may be programs running in the background performing software updates which will take up majority of the bandwidth. Some examples of this will be Windows Update and Adobe Updater.
Depending on your connection speed, the time to access certain websites varies. For example, with a 256k/64k connection, you will find that content rich sites like YOU TUBE takes a long time to load up.
Another possible reason is you would probably have exceeded your download quota. Most ADSL plans have an associated download quota. When that has been exceeded, the connection speed will be ‘paced’ and reduced to dialup speeds. When this happens, you will find that websites start to timeout, giving you the impression that the connection is down.
Q: What should I do if my connection has been paced?
A: If your connection has exceeded the download quota and the connection has been paced, we can remove the pacing for you if you purchase additional quota. The charges will be applied to your next invoice. Once this has been done, a power cycle of the modem will put everything back to normal.
If you realized that this has been happening frequently for a few months, you might want to consider going for an upgrade. Do give us a call and we will be able to provide you more information on your usage records and the recommended upgrade for you.