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What should I check before reporting a fault.

If your ADSL line appears to have disconnected there are a few things that you should check before calling us to report a fault.

  1. Check that the associated telephone line is working and has no noise.
    (Note that if the telephone line is not working you should report this in the normal way as we cannot raise an ADSL fault until the telephone line is working).
  2. Check that all cables, between the router and telephone line, are plugged in correctly and securely.
  3. Switch the router power off for 30 seconds and then switch it back on.
  4. Check whether your router is in sychronisation with the telephone exchange, normally indicated by a solid DSL light although different makes of router have different indications.
    (If you do not have synchronisation with the exchange try running an ADSL isolation test).
  5. If you have synchronisation, but still have no internet connection, please check that the ADSL router has not lost/corrupted any of it’s settings.
  6. If everything appears to be ok and you still have no connection please contact us on 08451199999 and we will carry out more detailed tests for you.

Linksys X3500 Technical Specs

Linksys X3500 N750 Dual-Band Wireless Router with ADSL2+ Modem and USB

  • Platform Compatibility:
    • Windows XP
    • Windows Vista 32/64
    • Windows 7 32/64
    • Windows 8 32/64
    • Windows 8.1 32/64
    • Mac OS X 10.5.8 Leopard
    • Mac OS X 10.6.1 Snow Leopard
    • Mac OS X 10.7 Lion
    • Mac OS X 10.8 Mountain Lion
    • Mac OS X 10.9 Maverick
  • Operating Temperature:
    32 to 104 F (0 to 40 C)
  • Operating Humidity:
    10 to 80% Noncondensing
  • Max. Link Rate:
    450 Mbps
  • LEDs:
    Internet, Ethernet (1-4), Wi-Fi, Wi-Fi Protected Setup, Power
  • Network Standards:
    • IEEE 802.11a
    • IEEE 802.11b
    • IEEE 802.11g
    • IEEE 802.11n
    • IEEE 802.11ac
  • Radio Frequency Bands:
    2.4 & 5GHz
  • Storage Temperature:
    -4 to 140 F (-20 to 60 C)
  • Ports:
    DSL, Cable, Ethernet (1-4), USB 2.0, Power
  • Buttons:
    On/Off, Reset, Wi-Fi Protected Setup

 

ADSLmax overview.

ADSL MAX allows higher rates of data transfer both upstream and downstream up to a maximum of 8Mb/s downstream.

ADSL MAX is only supported by ADSL routers that support the higher speeds (up to 8Mbps downstream and 812kbps upstream).

If you are moving from an older “fixed speed” ADSL then you will need to ensure that your router supports the faster speeds associated with ADSL MAX. As a guideline, ADSL routers that support the G.DMT standard as a minimum or ADSL2 or ADSL2+ should support the ADSL MAX speeds.

If required, Pulsant can provide a fully configured ADSL MAX compatible router – please contact [email protected] for details on pricing and the current models available.

When your ADSL MAX service becomes live, the first 10 days are spent “training” the line. During this time your service speeds may fluctuate as the infrastructure determines the maximum sustainable speed for your circuit.

Upon completion of the “training” period, customers can expect speeds as per the following ranges below:

Single ADSL MAX:

  • Download: 256kbit/s – 8Mbit/s (*up to ~7320kbps usable)
  • Upload: 64kbit/s – 448kbit/s (*up to ~398kbps usable)
  • Contention: 50:1 (does not apply to 21CN circuits)

Business ADSL MAX:

  • Download: 256kbit/s – 8Mbit/s (*up to ~7320kbps usable)
  • Upload: 64kbit/s – 832kbit/s (*up to ~~750kbps usable)
  • Contention: 20:1 (does not apply to 21CN circuits)

* Typically, ADSL bandwidth is referred to as the full bandwidth available on the service. However, the actual usable bandwidth is calculated by deducting the ADSL (ATM) transmission overheads. Therefore, the actual usable bandwidths for Internet access have been indicated above.

NOTE: The above figures are a rough guide and actual speeds obtained will vary depending on such factors as:

  • Distance from the exchange
  • Line condition
  • Customer premises wiring
  • Customer equipment

Configuration

If you have bought a preconfigured router from Pulsant setting up your connection is easy. Simply plug everything in as it tells you in your welcome pack and you are ready to go!

If you are using a router that you have purchased yourself, connect the router as per the manufacturers instructions and log into the router control panel.

The basic requirements for your Pulsant ADSL settings are:

  • Connection Type/Protocol: PPPoA (PPP on a Mac)
  • Encapsulation: VC-MUX
  • VPI: 0
  • VCI: 38
  • Modulation: Auto Sensing (preferred) or G.DMT
  • Authentication: CHAP
  • IP address assignment: Dynamic
  • Username/Password: As supplied by the Pulsant provisioning team

If you are unsure of where to enter any of the above settings, the manufacturer of your router will be able to assist you.

I would like to move to another supplier. How do I request a MAC code?

BT has changed from a loosing provider to gaining provider led method of migrating broadband connections.
This means that MAC codes are no longer required.
Just tell your new supplier that you wish to migrate an existing circuit and they will initiate the transition.

Network diagnostics using Ping and Trace Route.

Here you can find a small introduction on how to run some useful network test commands on your PC or Mac.
To run any of these utilities you need to do the following:

Windows 10:
1. Click the Start button.
2. In the Search box, type Command Prompt.
3. in the list of results, double-click Command Prompt.

Windows 8:
4. Move your mouse cursor to the lower left corner of the screen until you see a small image appear.
If you are currently viewing the Desktop, this image should be a shortcut to the Start screen, and vice-versa.
5. Right-click on this box to reveal the Windows Quick Access Menu. Click on Command Prompt to open a normal command prompt,
or select Command Prompt (Admin) if you need to launch a command prompt with administrative rights.

Windows Vista:
1. Click Start
2. Type cmd.exe into the search bar and you will be presented with an option in the start menu for a Command Prompt.
3. Open this so you can run the relevant commands.
Windows XP:
1. Click Start.
2. Choose Run
3. Type ‘command’ into the ‘Open’ field.
4. You will be presented with a Command Prompt (or MS-DOS window) where you can type in the relevant command/utility name.
Mac OS X:
1. Double-click on your local disk.
2. Double-click on Applications.
3. Double-click on Utilities.
4. Double-click on Terminal.

Command list

IPCONFIG

Ipconfig is a DOS utility which can be used from MS-DOS and a MS-DOS shell to display the network settings currently assigned and given by a network. This command can be utilized to verify a network connection as well as to verify your network settings.
Windows 2000 users should use this command to determine network information.

PING

Ping is one of the most commonly used and known commands. Ping allows a user to ping another network IP address. This can help determine if the network is able to communicate with the network.

NBTSTAT

The nbtstat is a MS-DOS utility that displays protocol statistics and current TCP/IP connections using NBT.

NET

The net command is available in MS-DOS / Windows and used to set, view and determine network settings.

NETSTAT

The netstat command is used to display the TCP/IP network protocol statistics and information.

NSLOOKUP

The nslookup MS-DOS utility that enables a user to look up an IP address of a domain or host on a network. This command is being deprecated.

TRACERT/TRACEROUTE

tracert in MS-DOS/Windows or traceroute in UNIX/Linux variants is another commonly used network command to help diagnose network-related issues. Using this command you can view a listing of how a network packet travels through the network and were it may fail or slowdown. Using this information you can determine the computer, router, switch or other network device possibly causing your network issues.
e.g.:
• traceroute www.pulsant.com
• traceroute 212.20.226.130

WINIPCFG

The winipcfg command available in Windows allows a user to display network and network adapter information. Here a user can find such information as IP address, subnet mask, gateway, etc…
NOTE: Windows 2000/XP/Vista users do not have winipcfg. Instead use:
• ipconfig (on a windows Machine)
• ipconfig /all … show detailed information
• ipconfig /renew … renew all adapters
Similar output can be viewed on Mac OSX using the ifconfig command.

Linksys X35000 User Guide

Click here to view the Linksys X35000

Ordering ADSL

You can order ADSL on line by clicking here.

Alternatively, if you have any queries before you order, feel free to contact our sales team on 0845 1199 911 to discuss.

Broadband SLA

Enjoy the benefits of an SLA (Service Level Agreement) by adding BroadbandSLA to your Pulsant ADSL.

BroadbandSLA gives you peace of mind with:

  • 24x7x365 proactive monitoring of your Broadband
  • 30 minute response to faults 24 hours a day
  • 24 hour targeted clear time for faults (once reported to Pulsant, subject to confirmed 24 hour site access)
  • SMS text alerts if we detect an issue

You can add BroadbandSLA for £15/month to your existing Pulsant ADSL solution, for more details drop us an email to [email protected]

ADSL Isolation Test

If you seem to be experiencing issues with your broadband service then carrying out an ‘Isolation Test’ will allow you to narrow down where the issue may lie.  The following is particularly useful where slow speeds are concerned but can help alleviate issues with intermittent and no connection issues also.

First, locate the BT Master socket and remove the 2 screws to reveal the lower portion of the socket. If you do not have a socket like this then please do not continue as you will not be able to carry out the ‘Isolation Test’. BT have been installing NTE5 sockets since 1981 so there is a fair chance that you will indeed have a socket like the one pictured below and will be able to proceed with the test.

BT_master_socket

Please note that the master socket is the demarcation point between BT’s equipment and your own. Therefore you must not tamper with any equipment or cabling past the master socket.

The test socket within the ‘BT Master Socket’ is the point used by BT engineers to test for telephone and adsl faults. If an engineer is able to get a good signal from here then this points to the fault being on the customers side and therefore any engineer callout fees will be chargeable.

To test your adsl connection from this point either use an inline adsl filter or one of the cables that is normally used with a 56k modem. Please connect in a similiar fashion to the image below.

Faceplate_Removed

Once you have your ADSL router connected, please retest to determine if the issue you had previously has dissapeared. If the fault clears, during the isolation test, then it would appear to be due to a local issue and you will need to plug items in, one at a time, to narrow down where the problem lies. We would suggest that you start with the filter/telephone then one at a time any extensions/faxes etc. remembering that each must have a filter attached. Please note that Sky boxes are also required to be filtered.

If after carrying out the ‘Isolation Test’ you find that your issues have not been resolved, please call Pulsant on 08451199999 to report/progress your fault.

BT Performance Tester

During the investigation of certain types of ADSL faults, Pulsant may ask that you run the BT Performance Tester on your connection. This will only be required if your connection is relatively stable but is suffering from other performance related issues e.g. poor data throughput.

BT have published a fairly thorough guide to using the Performance Tester which can be found here.

The direct link to the tester can be found here.

N.B. Before you can use the BT Performance Tester your broadband modem or router must be ‘in sync’.
Different makes and models of routers display their DSL sync status in different ways – therefore we would advise that you check the userguide for your particular model to avoid confusion. The second requirement is that you can access your broadband service i.e. you can browse to websites.

If either of the two above conditions is not met, then there may be another problem with your ADSL service which should be reported directly to Pulsant Support on 0845 11 99 999.

Read through the information on the first page carefully and once you are ready to proceed, click yes to confirm that you have followed the initial instructions then enter your phone number in the box provided and click “GO”.

There are three stages to the test, with each stage testing your connection in a slightly different way. If the first stage passes you will not be able to proceed to the subsequent stages.

The test results should be stored in a database by BT however please make a note of your results and provide this information directly to Pulsant Support so that we can evaluate the outcome and update your fault ticket

ADSL Overview

ADSL stands for Asymmetrical Digital Subscriber Line.

An ADSL subscription allows you to access the internet over the same line as your telephone, whilst still allowing you to use your telephone. It is an ‘always on’ connection so there is no need to dial up.As the name suggests ADSL connections are Asymmetrical meaning that you will receive a higher download rate than upload rate. This type of line suites normal internet usage where small requests are made to download larger quantities of data, however if you plan to do a lot of uploading then an SDSL line may be more suitable for you.Various ADSL speeds are available, however distance from the telephone exchange and the condition of the copper wire that runs from the exchange to your property can affect the maximum speed your line can maintain.

What are the advantages and disadvantages of ADSL?

Advantages :

BroadbandSLA*
High speed “always on” connection
Fixed monthly cost
Great value for money
Competitive modem & router prices

Disadvantages:

Maximum possible line rate is not always possible as this is dependant on a number of external factors, such as how far away you are from your local telephone exchange.
Contended service could result in variable speeds depending upon time of day

*subject to additional charge

Will my router work with an ADSL Max connection?

If you are currently on a fixed speed service of 512Kbps, 1Mbps or 2Mbps you will need to check that your router is compatible with the newer ADSL Max technology.

1) Check the make and model of your current hardware. The make of the router is normally displayed in a prominent position on the router but the actual model number may be written on the underside of the base of the unit.

 

Note that if you have a Pulsant-provided router, we can confirm the following to be compatible with ADSLMax

  • Linksys X3500  N750 Dual-Band Wireless Router
  • Linksys X3000 Advanced Wireless-N ADSL+ Modem Router

2) A quick check of Google may be the fastest way to check compatibility. i.e. search for “<Make> <Model> ADSL Max” (without the quotes). e.g.”Zyxel 660HW ADSL Max”

You will probably find that other people have the same model of router as you and have asked the same question so a quick browse of the listed sites should tell you whether your model of router is compatible or not.

OR

2b) Check your manufacturer’s website for the information on your particular model of router. If the site tells you that your router is compatible with the following then you know that it can handle ADSL Max

  • ADSLMax
  • G.DMT
  • ADSL2
  • ADSL2+

If you now find that your current hardware is not compatible with ADSL Max then your options are:

1) Order a fully configured 4 port wireless router from Pulsant for £95 + VAT (includes ADSL filter & delivery charge).

2) Obtain a new router from an external supplier and configure it for your ADSL Max circuit yourself.