If your PCUG DSL Service does not work please follow ALL the steps below before seeking Help
Do not assume something must be OK - if everything is OK your PCUG DSL Service will be working. Check everything - that will save time for you and everyone else.
1. Check all cables.
Check that all cables are running from and to the correct locations and that all plugs are firmly seated in their sockets. Make sure that all cables are neatly stowed and placed so that they will not be accidentally damaged or pulled out. Avoid kinks of sharp bends in cables.
2. Is the Power light on your ADSL Modem or Router glowing constantly?
If there is no power to your ADSL Modem or Router (called CPE hereafter) then it cannot work. If the power light is not glowing constantly check the cables and plugs (see 1. above). Is there power available at the power point supplying the CPE? If not fix. If you are sure that power is reaching the CPE but the power light is not glowing there is a fault in the CPE - return it to the supplier for replacement.
3. Is the WAN or SYNCH light glowing steadily?
When you first connect the CPE to the ADSL line and turn on the power the WAN or SYNCH light will blink during the time it tries to connect to the broadband system. Once it has connected the light will glow constantly. If the light continues to blink then the CPE has failed to connect to the broadband system. Follow the steps below before seeking Help, but if all other steps show no problems then the most likely reason is a fault in the line.
4. Do you have a Back-to-Base Security Alarm installed? Does it use the same telephone line as the PCUG DSL service? If so do you have an ADSL Alarm Panel Splitter installed?
No ADSL service will work over a telephone line that is also used by a Back-to-Base Security Alarm unless the Security Alarm is isolated by an ADSL Alarm Panel Splitter. If you do have a Splitter installed, check that it is located as near to the point the telephone line enters your house as possible. Make sure that the incoming telephone line is connected to the Line Socket on the Splitter and that the line to the Security Alarm and all other telephone devices is connected to the Panel Socket. In particular, make sure that there is a direct cable from the ADSL Socket in the Splitter to your CPE, and that nothing else is connected to that cable.
5. Do you have a POTS Splitter installed?
A POTS Splitter avoids the need to isolate every single telephone device (ordinary telephones, fax machines, answering machines, etc.) from the line individually using a micro-filter for each. Make sure that the Splitter is located as near to the point the telephone line enters your house as possible, and in any case before the line connects to any telephone device. Make sure that the incoming telephone line is plugged into the Line Socket in the Splitter and that ALL telephone devices are connected to the line which is plugged into the Phone Socket. In particular, make sure that there is a direct cable from the Modem Socket in the Splitter to your CPE, and that nothing else is connected to that cable.
6. Is Every Single Telephone Device isolated from the CPE?
If even one telephone device is connected to the line that serves the CPE, your PCUG DSL service may appear to be working, but it will not achieve the speed it is capable of. If you do not have a Splitter installed make sure that each telephone device is isolated from the telephone line by a micro-filter. If necessary order more micro-filters.
7. Is the WAN or SYNCH Light now glowing steadily?
If after you have ensured that all the cables are connected correctly and are not damaged and that all telephone devices have been isolated from the line, the WAN or SYNCH light is still flashing, the likely reason is a fault in the telephone line. Contact PCUG Help and advise them of what you have done in response to questions 1 to 6.
8. The WAN or SYNCH light is glowing steadily but you cannot log in to the PCUG servers.
If the WAN or SYNCH light is glowing steadily then the broadband system has been set up correctly and you should be able to log in.
9. Check that you have correctly recorded both your PCUG DSL log-in ID and password.
Your PCUG DSL log-in ID is in the form "(your_current_PCUG_log-in_ID)@pcug.your-dsl.net". Your PCUG DSL password should have been agreed with you at the time you applied for the service - and it will be different from your normal PCUG log-in password, which you will still need for receiving and sending email. Make sure that you are aware of the case of all letters. If you are unsure contact the PCUG Centre and ask for confirmation of both.
10. Disable your Firewall
While you are trying to establish a first connection or trouble shooting a connection disable all firewalls you have to avoid the firewall interfering with messages from your computer to the CPE. Once you have the connection running correctly then enable your firewall again.11. Delete and re-enter both your PCUG DSL log-in ID and password.
Pay particular attention to the case of each letter and that you do not accidentally add any spaces.
12. Check Dial-up is not still active
Open Control Panel (Start > Settings > Control Panel, then Internet Options, then Connections tab .Then check that 'Never Dial an Internet connection' has been selected - if not select it. While still on the Connections tab, check that all proxy settings have been removed - click on LAN Settings and check "Automatically detect settings".
13. Check all entries in the CPE Configuration Page
Check that the Host Name is shown as either - 22.214.171.124 (Comindico) or 126.96.36.199 (PCUG). Check the value of Max. Idle Time - once you have the connection operating this should be zero to allow a continuous connection. Check the transmission protocol. In most cases PPPoE is required and the alternative of PPPoA should not be selected. However some routers require PPPoA - check the manual. Check all messages shown in the Configuration Page - normally a green light will show that the connection has been made correctly - if not there should be a message telling you what is wrong.
14. Still not working?
As a last check, download or print out the full configuration instructions in the PCUG web site - go to the following page PCUG DSL Connection Instructions and print it out. Then check each item carefully to be sure that you have completed the instructions fully. If, having done all that, you still have no connection, contact PCUG Help and confirm that you have checked all the above items.
Back to PCUG DSL Information Page
Revised at 31 August 2004