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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.

Configuration Guide

Once the line has been ordered Pulsant will configure the line as per the agreed order. The Line should terminate to a router that can be supplied and managed by Pulsant. Your IT support will then be able to connect the services to your existing IT infrastructure. In the case of an internet line you will be supplied with a routed subnet of public IP addresses. This will be 5 usable addresses by default but we can assign more with justification.

Product Overview

Description

EFM5 and EFM10 are both delivered from 5 Local Loop Unbundled exchanges in Edinburgh and Glasgow.  Although BT copper pairs and exchanges are used, Pulsant provide the rest of the product which allows for a significantly higher level of performance, reliability and
quality on the service.

EFM uses a newer, faster version of SDSL combined with pair bonding to give speeds of up to 5Mbps for EFM5 (2 pairs) or up to 10Mbps for EFM10 (4 pairs).

Functionality

EFM5 and EFM10 provide symmetrical internet access using G.SHDSL.bis (ITU G.991.2 (2004)) and IEEE 802.1ah.

Connection speed offered is up to 5Mbps (EFM5) or up to 10Mbps (EFM10). Actual speed delivered is dependant on length and quality of LLU copper between customer premises and local BT exchange.

Both products are provided at a 1:1 contention ratio, allowing you to take full advantage of high-speed applications such as video streaming, hosted applications and desktop sharing.  Unlike
ADSL-provided access products, EFM provides bandwidth symmetrically which enables services which rely on two-way communication such as Virtual Private Networks, Voice over IP and video conferencing.

Fixed IP provided as standard, along with the option of routed subnets at no additional cost.

Up to 5 free DNS hostings are also provided.

Pulsant will pro-actively monitor CPE equipment 24×7 to ensure layer 3 connectivity is available at all times.

Access to real-time traffic statistics for your connection to monitor bandwidth.

Availability

Pulsant offer EFM at customer premises served by the following Exchanges:

Edinburgh

Leith, Rose Street & Waverley exchanges

Glasgow

Central & Douglas exchanges

Technical Specifications

EFM5 and EFM10 utilises the Pulsant Local Loop Unbundling network with G.SHDSL.bis termination.  Each customer is provisioned either 2 copper pairs with an Actelis ML42 CPE (EFM5) or 4 copper pairs with ML624 CPE (EFM10).  These then connect back to the exchange to an Actelis EFM
DSLAM (ML2300).  The DSLAMs are layer 2 devices only and combine the multiple copper pairs into High Speed Links (HSLs). The DSLAM then VLANs the customer connections back to the local exchange IP switch which provides layer 3 routing.  The exchanges are then backhauled to
the Pulsant network using high speed ethernet WAN links.

Pulsant monitor the client CPE, DSLAM, switch, backhaul and managed router (optional extra – provided at additional cost)

No POTS telephony is available on these copper pairs

Support

Proactive support with Nagios monitoring of CPE provided by Pulsant’s 24×7 dedicated support team, backed up with a business-level SLA.

Configuration Guide

Once the line has been ordered Pulsant will configure the line as follows:-

 

  • Prior to the delivery of the LLU circuits by BT, Pulsant will send a EFM modem to site along with a straightforward install guide. Once BT have installed the circuits on our behalf, simply call our Managed Services team on 0845 11 99 999 to arrange activation of the service.
  • If you have opted to take a Managed Firewall Router service, our support team at Pulsant will ensure that your IP address allocation meets your needs
  • If have not opted for a managed service, you will be supplied with a routed subnet of 5 usable addresses but more can be added for no extra cost if there is justification by simply submitting a request to our support team via the my.pulsant.co.uk portal or by email – our service provisioning team will advise when the request will need to be made to ensure it is ready when your new EFM service is activated. Further allocations can be made at any time.

Your IT support will then be able to connect the services to your existing IT infrastructure.

For a typical EFM routing diagram please see this article.

FAQ

How do I access traffic graphs?

If you are one of the nominated contacts for the service you will have access to the Pulsant customer area. The traffic graphs are viewable under the particular service.

How does Pulsant monitor my line?

We use a system called Nagios which continually monitors the status of your EFM line, 24 hours a day, 7 days a week. If we detect a problem with the line we will be able to start diagnostics of the service. We will then contact your technical representative.

What speeds are available?

Our EFM service is available at speeds of up to 5 or 10mbps. Actual speed delivered is dependant on length and quality of LLU copper between customer premises and local BT exchange.

My line appears to be down. How can I check this and what to do?

A simple check is to run a traceroute or ping to one of our nameservers – ns0.pulsant.co.uk for example. If this test fails give our 24 hour support line a call on 0845 11 99 999. The line will be monitored by Pulsant and we will be aware if the line is not in service.

How long does it take to provision a new EFM service?

There is a minimum 20 working day lead-time on new EFMs.

What is the SLA for this service?

Firstly there is a 30 minute initial response time SLA for new faults, and we endeavour to have a fix in place within 4 hours. These time frames are dependant on site access availability.

In addition to this we also provide a 99.87% uptime guarantee with a pro rata rebate should we fail to meet it

Product Overview

Description

National EFM is delivered from 800 BT exchanges in the UK.  As with LLU EFM, BT provide the copper pairs required (anywhere between 1 and 8 pairs), but unlike LLU EFM BT can also provide services via fibre where copper service is not available or not capable of providing the
bandwidth required.

The service will be provided as ethernet and provide only internet access (i.e. national EFM cannot be used for point to point connections without the use of a VPN).

EFM uses a newer, faster version of SDSL combined with pair bonding to give speeds of between 1Mbps and 1Gbps.

Functionality

National EFM provides symmetrical internet access using G.SHDSL.bis (ITU G.991.2 (2004)) and IEEE 802.1ah for copper and 802.1 ethernet for fibre connections.

Connection speed offered is from 1Mbps up to 1Gbps.

All National EFM connections are provided at a 1:1 contention ratio, allowing customers to take full advantage of high-speed applications such as video streaming, hosted applications and desktop sharing. Unlike ADSL-provided access products, National EFM provides bandwidth
symmetrically which enables services which rely on two-way communication such as Virtual Private Networks, Voice over IP and video conferencing.

Fixed IP provided as standard, along with the option of routed subnets at no additional cost..

Up to 5 free DNS hostings are also provided.

All copper circuits will be ordered with Etherway standard SLA which offers a 24 clock hours resolution target.  All fibre connections have a 5 clock hours resolution target.

Pulsant will pro-actively monitor CPE equipment 24×7 to ensure layer 3 connectivity is available at all times.

Support

Proactive support with Nagios monitoring of CPE provided by Pulsant’s 24×7 dedicated support team, backed up with a business-level SLA.

Terms of Use

12 month minimum contract.

FAQ

How does Pulsant monitor my line?

We use a system called Nagios which continually monitors the status of your EFM line, 24 hours a day, 7 days a week. If we detect a problem with the line we will be able to start diagnostics of the service. We will then contact your technical representative.

What speeds are available?

From 1mb/s up to 1 gb/s

My line appears to be down. How can I check this and what to do?

A simple check is to run a traceroute or ping to one of our nameservers – ns0.pulsant.co.uk for example. If this test fails give our 24 hour support line a call on 0845 11 99 999. The line will be monitored by Pulsant and we will be aware if the line is not in service.

How long does it take to provision a new National EFM service?

There is a minimum 25 day lead time on new National EFM orders. Our provisioning team should be able to give more accurate figures on request. The number for our provisioning team is  0845 119 9970.

What is the SLA for this service?

Firstly there is a 30 minute response time for new faults. We endeavour to have a fix in place within 4 hours. These time frames are subject to site access availability.

Overview

SDSL or Symmetrical Digital Subscriber Line allows you to connect to the internet using a normal telephone line just like ADSL. However there are some important differences between to two types of connection.

 

  • SDSL allows you to have the same upload and download Speeds. This is especially useful if you do a lot of uploading to the net.
  • Unlike ADSL, you cannot use other telephony equipment such as faxes and telephone on your SDSL line. This is because the SDSL signal uses all the available space on the copper wire.
  • National SDSL offers you low contention of 10:1

 

What you get with your subscription:

 

  • 24x7x365 connection management with a business-class 1Hr SLA
  • Free hosting for upto 5 Domain names.
  • guaranteed bandwidth on our network
  • Domain-wide POP email account
  • Routed IP network
  • 50Mb web space with CGI / PHP / ASP scripting support
  • Email virus and spam filtering
  • Backup ISDN connection available
  • Unlimited internet use
  • Technical support available 24×7
  • End-to-end Quality of Service and packet prioritisation on our network for Voice and Video applications

Ordering

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 manufacturer’s instructions and log into the router control panel.

The basic requirements for your Pulsant SDSL 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, your routers manufacturer will be able to assist you.

If all these settings are verified as correct some quick checks are as follows:

Are all the cables and splitters connected properly?
Do all the phone sockets on phone line have splitters?
Have you tried to reboot PC and router?
Is the DSL/Link light on your modem/router green?
Can you run a traceroute to 212.20.226.130?
Can you run a traceroute to ns0.pulsant.co.uk?

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 manufacturer’s instructions and log into the router control panel.

The basic requirements for your Pulsant SDSL 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, your routers manufacturer will be able to assist you.

If all these settings are verified as correct some quick checks are as follows:

Are all the cables and splitters connected properly?
Do all the phone sockets on phone line have splitters?
Have you tried to reboot PC and router?
Is the DSL/Link light on your modem/router green?
Can you run a traceroute to 212.20.226.130?
Can you run a traceroute to ns0.pulsant.co.uk?

FAQ’s

Reboot your computer:

This may seem obvious, but when troubleshooting any computer issue you should always start by rebooting your computer. This is especially important if your computer has been working fine and then suddenly started to exhibit strange behaviour.

Reboot your ZyXEL 792H router:

Rebooting your router will force it to attempt to re-connect to the network. Once you have turned your router back on it will take a minute or two to come back on and re-establish its connection.

  1. Power off your computer
  2. Power off and unplug your router.
  3. After 30 – 40 seconds plug it back in and power the router back on.
  4. Turn your computer back on.

Check your router has power:

Your routers power, shown as ‘PWR/SYS’, light should be on and solid green.

Check to ensure the power adapter is securely plugged in to both the router and the wall socket.

If there is still no power try another wall socket that you know definatly works.

DSL Link LED Status:

“DSL LINK” ,shown as DSL, should be lit solid green. A solid light shows that the router is connected to the internet. The DSL Link light will flash when the router is trying to connect to your DSL
service. In most cases, it should take less than 30 seconds for your DSL router to connect and display a solid light. If the DSL link light continues to flash, try the following:

1. Check all of cabling including power, Ethernet, phone and splitters.

Make sure all of the phone devices (including Phones and Fax machines)have a splitter attached. If they do not then the devices will interfere with each other preventing the ADSL broadband Internet from functioning correctly.

2. The phone cable coming from your ZyXEL Router should plug directly into the wall outlet. Try bypassing any splitters or other devices as they can sometimes cause interference with your DSL signal. We suggest you remove and re-plug the phone cable into the ZyXEL Router and the wall
jack to ensure the cable is plugged in securely. The cable should ‘click’ when it is pushed into place

3. Try moving the ZyXEL Router along with it’s power supply and phone cable to a different telephone wall jack. There may be internal wiring issues causing problems with a specific wall jack or group of wall jacks at your location. Try plugging into the master telephone socket in your premises if you have access to it.

LAN link LED status:

LAN Light

The LAN lights should be lit solid or blinking rapidly, The lights should be either green or amber depending on your connection. The LAN link light will blink when your computer is sending or receiving data to or from the router. It will remain solid while no data is being passed. If the link light is not lit, try the following:

1. Make sure the ethernet cable connecting your ZyXEL Router with your computer is plugged into the LAN port on the back of the ZyXEL Router. We suggest you remove and re-plug the cable into the ZyXEL Router and your computer to ensure the cable is plugged in securely. The cable should
‘click’ when it is pushed into place

2. If there are any network devices between your computer and ZyXEL Router, such as a hub or other router, try bypassing them and run your computer directly into the ZyXEL Router. This will help you eliminate the possibility that one of these devices may be causing your problem.

3. The cable that connects your ZyXEL Router with your computer may be bad. Try a different cable if possible.

Check your firewall:

If you are running a third-party firewall program on your computer, such as Norton Internet Security or Zone Alarm, these may be interfering with your computer’s ability to access the Internet. Try disabling any software firewall’s that you have running.

BTSDSL Routing Diagram

This is to show the BTSDSL routing Diagram.

Fibre to the Cabinet (FTTC) installation notes

Fibre to the Cabinet (FTTC) installation notes

Please be aware that the anticipated lead time on this service is ten working days, and that there may be some minimal downtime during the transition.

A Fibre to the Cabinet (FTTC) broadband connection requires a BT engineer to attend the site to install the service.

The BT engineer will install a modified termination point (face plate).

Pulsant can provide two types of router for this service, managed and unmanaged. If you have specific needs or routing requirements please contact the service management desk to discuss the suitability of these products.

Service Management
[email protected]
0845 119 9910

If you have opted to receive an unmanaged Pulsant FTTC router then this will be sent to the site ahead of the BT engineer visit.

If your office has a Local Area Network (LAN), please ensure that a member of your internal IT team is on hand during this time to ensure that the router is set up correctly.

The Pulsant unmanaged router comes pre configured to work with your service. If there is any issues when connecting the router, please contact Pulsant Support on 0845 119 999 (option 3).

If you intend to use your own router/modem then Pulsant recommends a Linksys X6200 combined VDSL modem/router. You may use any router that has a built in VDSL modem or a standard router and a separate VDSL modem.

If you are intending to use a business class model, the you will need to configure your WAN interface to encapsulate traffic in VLAN101. Please see below for an example configuration in Cisco IOS

!
interface Ethernet0.101
encapsulation dot1Q 101
pppoe-client dial-pool-number 1
!
interface Dialer0
ip address negotiated
encapsulation ppp
dialer pool 1
dialer-group 1
ppp authentication chap callin
ppp chap hostname
ppp chap password 0
!

Configuring a FTTC Modem

If you are using a router not provided by Pulsant, please follow the instruction manual supplied with your chosen device and use the following details:

DSL Mode : PTM
Connection Type : PPPoE
Username and Password : Please find these on your welcome letter
WAN Port must be set to use VLAN 101

Please contact Pulsant Support on 0845 119 9999 (option 3) or [email protected] if you require any help or a copy of your welcome letter.