Checks to do if you have problems with your Broadband Internet Connection

Checks to do if you have problems with your Broadband Internet Connection

When you have a problem with your connection, either is slow or in worst case scenario, you cannot connect to the internet at all, before you report it to your ISP (Internet Service Provider), you should run some tests, that can solve the issue or can be valuable information for your ISP to narrow down the cause of your problem and save you a significant amount of time.


To perform the below tests, it is important to remove any non ADSL equipment (phones, faxes, answering machines, etc) from the wall socket that your router/modem is plugged in.


Here are the test you should conduct before contacting your ISP:


1.      Power Cycle your router

2.      Confirm the make/model of your router/modem

3.      Test if your router/modem is faulty

4.      Check the Line filters (micro-filter or splitter)

5.      Replace the cables connected to your router/modem

6.      Perform a Quiet Line Test




1.      Power Cycle your router/modem


To do a power cycle to your router/modem, disconnect the router/modem from its power supply and leave it unplugged for at least 30 seconds, and the plug it in.


2.      Confirm the make/model of your router/modem


In most routers/modems you can find this information at the back, where the default log in credentials is located.



3.      Test if your router/modem is faulty


To do this test, you should have a router/modem, that is known to work and plug it in the place of your old router.


Also, while doing this test, make sure to confirm the make/model of your test router.


4.      Check the line filters (micro-filter or splitter)


If you have tried a router that is known to work, and you are still experiencing problems with your internet connection, check the micro-filter that is connected between the wall socket and your router/modem. A typical micro-filter looks like this:



If you have a replacement for the micro-filter, replace the old one with the new one and check if this has fixed your issue.


To replace a micro-filter follow these steps:


a)      Unplug any devices or phones that are connected in the phone socket.

b)     Plug in your filter into you master phone socket (The wall socket that your ISP installed your router/modem originally)

c)      Plug your phone into the phone port on the filter.

d)     Plug the phone cable from your router into the modem port of your filter.


Also check any other micro-filters that might be plugged in other wall sockets. The most common use of micro filters is to split the line between broadband equipment (routers, modems) and phone line equipment (phones, Faxes, etc).


5.      Replace the cables connected into your router.


This step is straightforward. Document where every cable leads from the back of your router/modem, so you can plug it back, and replace the cables with new ones.


It is good to do this process one cable at a time, because it is very rare for all the cables to go wrong at the same time.


6.      Perform a Quiet Line Test


To perform a Quiet Line test, you should have an analogue phone , and access to the Master Socket. The Master Socket is located behind the wall socket where your equipment is plugged in. To reach it simply, unscrew the face plate from the wall socket and plug in directly to the phone socket that you will find behind the face plate.


a)      Plug the analogue phone into the master phone socket* (Step 4b).

b)     Dial 17070 and choose option 2 “Quiet Line Test”.

c)      Put your telephone in mute if it supports this option. You should not be able to hear anything through the handset.

d)     If you hear any line noise, crackling, buzzing, popping or humming, it means that there is a fault in your line, and it is good to note the time that you performed this test.