Broadband

Here we'll talk about what you need to check if you have a data transfer problem.

This means that your kit is connected to the internet, but something is stopping data from reaching your computer.

Things to consider

Do you have more than one computer connected to your network? If so, are you getting the same problem on each one?

• If you are, the problem lies either with your local network or connection to our network.
• If your other computers are working, then the problem lies with the computer you're using.

Before we go into more detail we need to know what sort of kit you use to connect to broadband:

• Routers - Wired & Wireless
• USB modem

Routers - Wired & Wireless

First, we'll check that your computer has connected to your router. Choose your operating system:

• Windows
• Mac

Windows

1. Go to the Start Menu and choose Control Panel
2. In the Control Panel, choose Network Connections
3. Here you'll see the current status of the connection between your router and computer.

Above are examples of a connected icon, a disconnected icon and a disabled icon.

• If your network icon is disconnected and you're using Plusnet kit, run through the setup guide for it or speak to the manufacturers support team
• If your connection shows as disabled, right click on it and choose enable to fix the problem.
• If it shows as connected and you're still having problems, the next step is test the connection between your computer and router.

Mac

1. From the Apple menu, choose System Preferences.
2. Choose Network - you'll find this under Internet and Network
3. This step will differ depending on the version of OS X you use:

   • 10.4 Users: Choose Network Port Configurations from the Show Menu.

     

   • 10.5 Users: Click the Cog icon underneath the list of connections on the left and choose Set Service Order.

     
4. Make sure your connection type is at the top of the list (drag it up with the mouse if you need to) and the box next to it is ticked, click Apply Now to return to the network screen.
5. This step will differ depending on the version of OS X you use:
   • 10.4 Users: Choose your connection type from the Show list. On the screen that appears make sure Configure IPv4 is set to Using DHCP. If you have to change anything click Apply Now.
   • 10.5 Users: Click on your connection type from the left menu (it should be at the top) and click Advanced. On the screen that appears make sure Configure IPv4 is set to Using DHCP. If you've had to change anything click Apply Now.

6. If your Mac connects via wireless, click on the wireless icon on the top bar.

   
   • Make sure that Airport is shown as ON and you can see your wireless network in the list with a tick next to it.
   • The next step is test the connection between your computer and router.

Testing the connection between your computer and router

Firstly, if you use a firewall, turn it off for a few minutes. If this fixes the problem then check through your firewalls rules and remove the entry that's causing problems or just reinstall it. Otherwise continue through this guide.

Open your web browser (ignore any error messages the browser shows you) and type your routers IP address into the address bar. This varies between models but is usually along the lines of http://192.168.X.X. For Thomson & SpeedTouch routers, the address is http://192.168.1.254/. Check the instructions if you don't know the address for your router.

When you've entered the address you should be taken to the routers admin page.

• The admin screen loads
• The admin screen doesn't load

The admin screen loads

1. If you can get this far then your computer is connected to the network and can talk to your router.

2. Enter http://212.58.251.195/ into your browsers address bar and it should load up the BBC website.

   • The BBC site loads
   • The BBC site doesn't load

The BBC site loads

1. You have a DNS problem. If you use a firewall make sure that it's not blocking DNS traffic.
2. Use our DNS setting guides to make sure your machines are set to use the correct addresses.
3. If that doesn't help, perform a factory reset on your router and set your connection up again.
4. If you have one handy, see if the same thing happens when using a different router.
5. If you still have problems, report the problem to us and we'll look into it for you.

The BBC site doesn't load

1. Your computer can't send any data through your router to our network.
2. If you use a firewall, turn it off for a few minutes and try http://212.58.251.195 in your address bar again.
3. If you have one handy, see if the same thing happens when using a different router.
4. If that doesn't work, do a factory reset on your router and set up your connection again.
5. If you still have problems, report the problem to us and we'll look into it for you.

The admin screen doesn't load

1. This means that the problem lies with the connection between your computer and router. The computer can see your network but it can't send data through it.
2. This will either be a problem with the router or your computers software.
3. If you use a firewall, turn it off for a few minutes and try to browse the web again. If this fixes the problem then check through your firewalls rules and remove the entry that's causing problems, or just remove and reinstall the whole program.
4. If your connection continues to fail, perform a factory reset on your router and set up your connection from scratch.
5. If you have one handy, see if the same thing happens when using a different modem or router.
6. If you still have problems, report the fault to us and we'll look into it for you.

USB Modems

If you use a firewall, turn it off for a few minutes. If this fixes the problem then check through your firewalls rules and remove the entry that's causing problems or just reinstall it.

If this continues to fail, perform a factory reset on your router and set up your connection again.

If you have one handy, see if the same thing happens when using a different modem or router.

If you still have problems, report the fault to us and we'll look into it for you.

Reporting a Fault

If you've checked all of the above and you're still having trouble, report the fault to our Support Team, either by calling us, or online using the Broadband Fault Checker.

This page last updated 6th July 2010