Troubleshooting Guide
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Self-Diagnosis of Faults
If you're experiencing connection problems either with your Internet connection generally, or with a particular service, then these pages will be of help to you. If you have never been successfully connected you should look first at the appropriate Self Install Guide on the CD supplied with your Broadband Installation Kit. This Quick Troubleshooting Guide assumes you've had service previously and suddenly find yourself unable to connect or connecting poorly.
If you cannot access the internet or your e-mail appears not to work, then you can safely assume that the problem lies in one (or more) of these three categories:
- Service Outage
- Problem with your PC or Equipment
- Congestion on the Internet
To help you identify the cause of the problem we have put together a series of checks.
Please do not call us saying "My internet doesn’t work!!". Before you call us please carry out the checks and follow the steps indicated to solve your particular problem. If you have not carried out these checks when you call us, we will only ask you to go and do the checks - Tick each check when completed and make a note of any results.
Stop of course, if a particular step solves the problem.
If after carrying out all the required checks you have a support question please call or e-mail support@webspeed.net - please ensure you include the following details:
- Your customer reference number (As stated on the top of your Connections Settings Letter).
- The BT telephone number the Broadband ADSL/SDSL connection is installed on.
- Full details of the problem including any error message / codes and which checks you have completed and any results of the checks.
- Your full name & company name (if applicable)
- Your contact telephone number landline and mobile.
- The make / model of your ADSL modem / router.
- Your operating system (i.e. Windows XP).
- Any other details you think may be relevant.
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