Internet light troubleshooting
Contents
1. MTU Manual Size 11432 D Link DSL routers including some DSL 3780s Click on the Setup tab across the top amp ADSL Setup on the left Go down to the PPPOE PPPOA Internet Connection Type section The broadband username amp password fields are shown in the red box PPPOE PPPOA INTERNET CONNECTION TYPE Enter the information provided by your Internet Service Provider ISP Service Name Connection Type PPPoA VC Mux Page 4 of 10 Date 14 03 2015 Internet light troubleshooting ADSL mode maybe wrong This does not apply to fibre only to ADSL You might be on the wrong ADSL mode Login to the router amp look at the ADSL summary this tells you what mode you are currently using An example is shown below Internet Summary Wireless Summary ADSL Summary ADSL Sync Summary System uptime Interleaving ADSL mode ADSL2 ADSL settings PVC 0 38 Get an OCE on the Community forum to check the line and the IP Profile you are on If for example it was an ADSL1 profile when the line can support ADSL2 this may be causing the red off light Page 5 of 10 Date 14 03 2015 Internet light troubleshooting WAN Configuration may be wrong To allow the virtual path to connect between the exchange DSLAM amp the internet requires some WAN configuration to be correct Log on to your router Huawei amp some D Link DSL3780 routers Go into Advanced mode2. Make sure that you know your broadband username amp password first these can normally be seen in the initial summary screens when you first log onto your router Please ask me for a copy of my guide on how to get back up amp running after doing this If all else fails can you try another router it does not need to have a TalkTalk broadband username amp password stored in it If you are still in contract with TalkTalk they will send you a replacement FOC DNS failure error A DNS failure error can be misleading Often the problem is that there is no internet connection rather than a specific DNS issue Your browser requests a webpage and queries the DNS server but because there is no internet connection the browser can t contact the DNS server and so gives a DNS error Page 10 of 10 Date 14 03 2015
3. Internet light troubleshooting Introduction The internet light will be green when a successful virtual path connection has been established from the exchange DSLAM to the internet This document is basically written about ADSL connections not fibre However fibre can suffer the same problems One difference with fibre is that the DSLAM equipment is in your fibre cabinet not the exchange If this operation fails the Huawei range of routers and the D Link DSL 3780 with the Huawei look and feel interface the internet light will go out most of the time but colours shown on router s web management summary screen alternating between red amp amber With the D Link range amp other routers the Internet LED will go red If the Internet light is red or off this is because something is preventing the virtual path connecting correctly There are various causes to this problem these will require you to log on to your router Always On needs to be enabled not fibre Authentication of broadband username password not fibre ADSL mode maybe wrong not fibre Your WAN configuration may be wrong No WAN IP or DNS server addresses allocated by TalkTalk IP Profile problem Reset not fibre Data port reset You have problems connecting to the internet from your line card in the local exchange Your broadband line may not be activated 10 DSL 3680 Router firmware issue not fibre 11 Router configured as a bridge 12 Faulty rout
4. Then go to Basic gt WAN Highlight the nas_0 38 interface amp check these settings VPI VCI should be set to 0 38 respectively Connection type PPPoA Encapsulation VCMux Authentication Mode Auto D Link DSL routers Click on Setup at the top amp ADSL Setup on the left Manual ADSL Connection Setup set this to PPPoE PPPoA Connection type PPPoA VCMux Authentication Mode Auto Idle Time Out 0 minutes Always On VPI VCI should be set to 0 38 respectively Page 6 of 10 Date 14 03 2015 Internet light troubleshooting HG635 Super Router Fibre WAN Connection This is different to ADSL routers click on Internet across the top Internet Connection down the left amp Expand the PTM section and click on the Edit button Home Network Maintain Internet internet Connection Check whether the Super Router is connected to the external network and see your connection settings You should not normally need to make changes to these settings What s this Access type vost Routing Rules IPv4 status Connected WAN IP Address Primary DNS Server Secondary DNS Server IPv4 defaut gateway Basic Information Enable connection Name PTM Service type INTERNET TRO69 Connection type MTU 1500 MSS o NAT type NAPT Link Information Enable DSL SRA Enable VLAN VLAN ID 101 8021p 2 IP Information IP prot
5. er 13 DNS failure error Oo SOY ae E Page 1 of 10 Date 14 03 2015 Internet light troubleshooting Log on to your router For the rest of this document you will need to access the statistic and configurations screens of your router To log onto your router open a browser session e g Internet Explorer Mozilla Firefox or Google Chrome amp type in the address http 192 168 1 1 At the prompt a Username dd a s Password Enter your admin username amp password Unless you have changed this the default is normally Username admin password admin Always on This does not affect fibre which is an always on type of connection only ADSL The most likely cause of the internet light going red or off is that Always On is not configured on the router This is not part of the router s default configuration If not using the internet for 30 minutes or more you may see the internet light go red or off This can give the appearance that the internet has dropped or disconnected What has actually happened is that the virtual path from the exchange equipment DSLAM to the internet has disconnected The ADSL link should still be up OK Opening a web browser and typing in a web page will usually wake the router but if using wireless devices this can sometimes cause the wireless connection to time out and disconnect You can set your router to Always on to solve this or in some older r
6. ocol version IPv4 IPv4 addressing type DHCP DHCP Option 60 HG635FTTx lt v1 06t gt DHOP Restriction Page 7 of 10 Date 14 03 2015 Internet light troubleshooting No WAN IP or DNS Server addresses This may be a symptom of the virtual path not connecting OK WAN configuration wrong or it might be a problem with the TalkTalk network Check to see if you have been allocated a WAN IP address or DNS Server addresses by TalkTalk Login to the router amp look at the Internet Summary for the IP Address WAN as well as the primary amp secondary DNS server addresses sarasa serwas s saren nee were Rep eerie wr yur wer evan Wi reless General Summary Internet Summary Wireless Summary ADSL Summary Internet Summary Diagnostics MTU value DNS Server assignment C Advanced Note 1 if the router has been powered off for sometime it may struggle to get an IP address allocated to it from TalkTalk In this case you will probably need to contact TalkTalk for help on this Page 8 of 10 Date 14 03 2015 Internet light troubleshooting IP Profile Problem Reset This does not apply to fibre only to ADSL You might be on the wrong type of profile e g ADSL1 when it should be ADSL etc If the SNR is dropping too low this will reduce the stability and may have an effect Another related problem could be that your IP profile may need to be reset by an OCE to solve the in
7. outers this may be referred to as nailed up connection To set this on your router please see my guide which I have hopefully attached to this post if not please ask me for it Page 2 of 10 Date 14 03 2015 Internet light troubleshooting Authentication of broadband username password This does not apply to fibre only to ADSL Some customers have their broadband username amp password that is stored in their router authenticated against the details held within the TalkTalk network However TalkTalk 21CN users are gradually being migrated to purely network authentication your phone number is all that it is interested in it knows who you are from this amp needs nothing else in the way of username or password This is also true of fibre customers If your username amp password does have to be authenticated and if the password is quite complex it might be hard to spot the error In this case it might be easier to re enter it Your username is in the format telephonenumber talktalk net or telephonenumber tiscali co uk for legacy customers To find out your correct broadband password call this number from your broadband phone line 0870 087 5562 free during you calling plan inclusive times If you normally withhold your number prefix this 0870 number with 1470 i e 14700870 087 5562 Forwarding your broadband number to this service is essential so as the system can access your account Follow any prompt
8. s and it should tell you what your broadband password is If you cannot make this call for whatever reason then log into your account on the TalkTalk website and you can change the broadband password This done from Profile amp Settings then under Settings choose Broadband Password give it at least 10 minutes to update then try username with new password in router fers Profile qaet rgs Move home NEW My Tal Profile Settings Personal details Broadband password E Login details View change TV PIN on Marketing preferences Webspace Page 3 of 10 Date 14 03 2015 Internet light troubleshooting To set a new broadband password log into the router amp from the initial summary screens click on Advanced Then depending on your router make model follow the guide below Huawei amp some D Link DSL 3780s Go to Basic gt WAN and then click on the interface called nas_0 38 near the top of the page The broadband username amp password fields are shown in the red box WAN Connection Name Connection Type Connection nas_0_65 Bridge Connec nas_0 38 Click on the nas_0_38 interface 1138 Service list Y INTERNET TR069 Port binding keg ae Connection type PPPoA v NAT Enable v Primary DNS Secondary DNS Service type UBR Without PCR Y Encapsulation mode VCMUX Y Authentication mode Auto v Connection trigger AlwaysOn v User name talktalk Password
9. ternet light problem Note the IP profile is still used with a fibre connection but TalkTalk have no access to this only BT Openreach do Data Port Reset The data port is your connection to the line card within the DSLAM Digital Subscriber Line Access Multiplexer in the local exchange Each line card has about 24 ports on it TalkTalk may need to reset your data port to solve the problem Problem accessing the internet If all of this still fails then you need to get TalkTalk to investigate as maybe you cannot get access to the internet from the exchange probably after it leaves your line card This may also be to do with the virtual path from the exchange equipment to the internet having failed Your Line may not be activated Ensure that the activation date has passed DSL 3680 firmware issue This router can have intermittent problems with the internet light going red with firmware V108T Page 9 of 10 Date 14 03 2015 Internet light troubleshooting Router configured as a bridge There is one other case where the internet light is off This is when a router has been configured as a secondary wireless Access Point In this case it relies on another router to do the routing out to the internet In this case the router is configured as a Bridge and as such makes no attempt to instruct the exchange equipment to setup a virtual path to the internet Faulty Router First try and perform a factory reset on your router
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