5
Chess Customer Fault Guide “Saving you costs with simple, reliable accurate advice” “a great place to work a great place to be a customer”
Chess Customer Fault Guide
“Saving you costs with simple, reliable accurate advice”
“a great place to work a great place to be a customer”
Are your microfilters fitted?
Double-check: you need one microfilter per socket!
Do you have multiple sockets with not enough microfilters?
Disconnect your equipment from the other sockets to see if this resolves the issue
Still have a slow connection?
a) We need to be sure the microfilters set up correctly. Ensure all equipment - Sky Digital, InteractiveTV, alarms connected to your telephone line are connected with a microfilter
b) If problems persist, then disconnect all such equipment & test your broadband again
Note! Maximim 4 pieces of equipment connected at any one time
This still hasn’t worked?
a) Remove all telephone extension cables between the modem/router and the telephone socket.
b) Check for double adapters, please remove if any are connected
Yes, I am now achieving higher speeds
You can now reconnect other telephone devices: ensuring a filter at each socket
No, I am still not achieving high speeds
Scan for spyware or viruses that could be affecting your computer
My issue is still not resolved, any further steps?
Remove all devices & connect your router via a filter directly into the main BT socket
If the speed now increases this means you may have a faulty extension cable or faulty internal wiring.
I do not have a faulty extension cable, I still cannot resolve my issue
Please see the next page for advanced diagnostics
(These results will need to be sent to us by email): [email protected]
Slow Speed Diagnostics
For further help: 0844 770 4219Website: www.chesstelecom.comEmail: [email protected]
“a great place to work a great place to be a customer”
Advanced Diagnostics for Slow Speeds
1. For the newer style of BT master socket (NTE5 type - seehorizontal split on the faceplate) - remove the socket front &connect a Broadband microfilter into the test socket behindthe fascia. Attached should be just your modem. See Fig.1
If your phone point is one solid plate don’t remove fascia - perform the following with a microfilter and modem attached
Note! All other sockets should have no devices attached
Fig. 2: If your connection is improved using the test socket you require a pre-filtered face plate like Fig.2. This replaces the original allowing your modem to connect to your phone line before internal wiring.
2. We need 3 trace routes at varying times of the day towww.bbc.co.uk to see where on the network the problem is
To access the trace route options you need to open the Command Prompt as follows:
Win2000 / XP: Start>Run & then type CMD in the run box and the command box will open on your screen
Vista: Start/Orb>Programs>Accessories>Command Prompt
Once the Command Box is open type “tracert www.bbc.co.uk” and press Enter / Return
For further help: 0844 770 4219Website: www.chesstelecom.comEmail: [email protected]
Fig.1 Fig.2
“a great place to work a great place to be a customer”
For further help: 0844 770 4219Website: www.chesstelecom.comEmail: [email protected]
Turn your router off and then on again
This can be the most simple fix for your connection problem!
Check your extensions
a) Extension sockets & leads do not work well with broadband. Connect your router directly into the mastersocket on your line
b) Apply this also to the test socket on your mastersocket
Check your micro-filters
a) Upon plugging any item into a socket on a broadband line - phone, router, modem, fax, alarm, TV etc - double check a micro-filter has been used
b) Poor connections can also be caused by a faulty micro-filter - please check each one is working
c) Disconnect each piece of equipment & reconnect each item one at a time, each time checking your broadband connection
Reboot your computer
Ths could be a simple fix your problem, if the cause is not more fundamental
Apply the bare minimum on your line
a) If possible test with only one ADSL micro-filter with your router connected into the test socket.
b) If you need to keep a phone on the line use a corded phone as these rarely cause dropping connections
Try an alternative router (if possible)
If you’ve got another router you can try, this can be the most direct route to solving your issue
Switch from wireless to Ethernet cable
Wireless connections are like a mobile signal: largely stable but vulnerable to interference
Test your Ethernet cable: if you still lose connection the issue is more fundamental than local inteference
No Connection Diagnostics
“a great place to work a great place to be a customer”
For further help: 0844 770 4219Website: www.chesstelecom.comEmail: [email protected]
Reboot the modem
a) Turn off for 10/15 seconds, then back on
b) Wait 2 minutes and try the connection again
c) For wireless connections plug in a Ethernet cable to rule out dropping wireless connection
d) Remove everything from all sockets & connect modem via a filter to BT master socket
Note! If this works you may have internal wiring problems, or incorrect filters
2. Check your microfilters
a) All sockets with any device (Sky boxes, alarms etc) needs a microfilter connected before extensions or splitters
b) Check a second microfilter in the master socket. If this works the first is faulty
c) Check the connection in the test socket
3. Testing the socket
a) Access by removing the two screws on the bottom panel
b) The second socket behind this is the test socket. Insert a microfilter, connect your modem & corded telephone to the filter. Try the connection
c) The test socket disconnects all wiring in your house, if this solves the problem then the cause is somewhere within the house, either: wiring, filters, other connected telephony devices
d) Make sure all phone sockets with telephony devices plugged in have microfilters fitted
e) You need one microfilter per socket which has any telephony equipment plugged in.
f) If you have multiple sockets & not enough microfilters, disconnect equipment from the other sockets
h) If you are now able to connect to the Internet, reconnect your other devices with a filter at each socket
Diagnostics for Intermittency Issues
“a great place to work a great place to be a customer”
