broadband computerYour internet service uses the same telephone line as your phone. It does, however, use a different bandwidth. Filters are used on sockets other than the router or modem, to keep these two types of ‘traffic’ separate. You can experience problems with your internet service whilst your phone service remains satisfactory. There are a number of reasons for the service to stop working. The most common are:

Non specific problems

There are times when the service fails for no apparent reason. The first step is to reboot the router/modem. (This means simply switching it off for about 30 seconds and then switching it back on.) This will resolve a great many problems and should avoid the trouble of reporting the fault for no reason.

If none or only some lights come back on the modem/router your equipment may have been damaged by a power surge – see below.

If however the modem/router appears to be working, check that the phone line is working. If it is not it will be a line problem, not a
Broadband problem. If the phone is working then
report the problem to your provider – see below

Check List:

– Check that the power supply to the
modem is live

– Check that the modem is plugged
in correctly

– Check that the lights on the modem
are showing: PWR (power); LAN or ETH (Lan or Ethernet); DSL (the internet connection)

– Check that the phone line is working

Faults on the France Telecom line

Your service ‘on-line’ provider will be able to test your service on line whilst you are reporting a fault. This simple test will confirm if the Broadband service is live to your line.

If it is the problem, then it is likely to be with the line between your local telephone exchange and your property and will need to be reported by you to France Telecom.

France Telecom usually repair these faults very
quickly, and often before the ordinary fault reporting service has completed its cycle.

Call France Telecom on 1013 and choose ‘Option 1’ for poor quality or total failure on
your line.

This is an automated French language service that will ask you to give your number and a description of the fault. Your call needs
to be made from a noise free environment or
your message may fail.

Power surges

These usually result from an electrical storm
and can damage the modem. Replacement is often required, usually at the customers’ expense.

You can protect yourself from these surges by installing a surge protector between your electrical socket and router/modem. This will not however protect you from a major surge. Surge Protectors are inexpensive and are available from most electrical and computer shops.

Installing new software

Occasionally this can result in conflicts and you may need to contact your provider for assistance. This may incur a charge.

Other changes made to your PC

If you delete software, make changes to settings etc, you may disable your Broadband service. Reinstall the software first before reporting a fault as you may otherwise incur a charge.

Viruses and Spyware:

It is important that you have an adequate level of protection for your computer as viruses and spyware can and often do interfere with the sound operation of your Broadband service. In addition you are also open to risks of fraud over the internet.

Viruses: McAffee, Kaspersky, Avast etc. are just a few examples of good softwares available at modest cost.

In addition there are several free packages, these include Avast and AVG.

Spyware: Adaware and Spybot Search & Destroy are two examples of free software.

This has been taken from the free guide – ‘Lifting the Lid on the French Telephone and Broadband Industry’ – by UKTelecom. To request a full copy of the guide email UKTelecom at [email protected]

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