Online Help and Support direct from Fast 2 Surf

You will be able to create support tickets from this page, please bear with us while we are updating our support systems.

Please check the following prior to raising a support ticket.

This will help us to reduce our response times.

ADSL troubleshooting

Please use the checklist below before you report a fault:

• check the modem/router is using the correct username and password
• check your phone is working properly and that you can hear the dial tone and make telephone calls
• check the power is on for all the equipment
• check your PC is operating properly
• check the microfilters are fitted correctly
• test the ADSL connection is functioning by logging in as bt_test@startup_domain and pointing your browser at http://www.bt.net/digitaldemo This will return a front screen if your connection is working.
• check the status of the lights on your modem and router.
• If you have an ADSL signal but no logins work then double check the VPI/VCI values - they should be VPI=0, VCI=38.
• Once you have made these checks, restart your PC and router and see if the problem still exists. If there is still a problem please report it using the contacts below :

For faults on ADSL equipment (your modem and/or router) contact your modem/router supplier
For standard telephone faults call BT on 151 or 154
For faults on your PC contact your PC supplier
For Internet / ADSL related faults : contact 123vISP Support to help us diagnose the problem.  Answer the relevant questions below:

The ADSL line number
ADSL Username
PC Operating System
Connection Speed
Modem / Router Type and model

General Information – 1ST LINE DIAGNOSTICS

1. Does the telephone (PSTN) line work?
2. Is the equipment powered up?
3. Has the activation date passed?
4. Are the router/modem settings correct?
5. Is the software configuration correct?
6. Are filters fitted to all phone sockets and have you tried to connect from the master socket?
7. Has service been rebooted?
8. Is the operating system compatible with the modem/router?

Additional Information – Fault Type (only fill in the section that applies to the fault)

No Sync Fault

1. Has the Service ever worked?
2. If yes, how long has the problem been occurring, when did it start?
3. Is the sync light static, flashing or off?
4. Have you changed your configuration/ equipment or added and telephony equipment immediately prior to the fault?
5. If a router is being used, has a test connection been tried using a modem?

Intermittent Connection Fault

1. Does the loss of connection occur only at certain times of the day or is it continuous? If only at certain times, please state the times.
2. How long has the problem been occurring, when did it start?
3. What were you doing at the time of the fault? E.g. downloading large files; does it only drop when idle?
4. When you lose connection is sync lost on the modem/router? I.e. Does the ADSL link light start flashing or does it remain solid green?
5. Do you have any other equipment on the line that may affect service, such as a fax machine?
6. Have you connected PC/modem/router to master socket, leaving all other equipment disconnected to see if the problem still happens?
7. Has the modem/router been changed within last two years?
8. Has the micro filter been changed to prove if it is a problem?
9. Are you on a particular website when it drops?
10. Is the session actually disconnecting (requiring you to login again), or is it degrading to almost nothing (session stays up, but hardly usable)?
11. Can you reconnect again straight away, or do you have to reboot?
12. Do you use any other protocols and applications other than Web-browser, email and FTP?
13. Do you get an error code when you log on again?
14. Is there an alarm system on the property, which utilizes the phone line?
15. Have you anything else connected to your PC besides the modem/router?
16. If a router is being used, has a test connection been tried using a modem?

Connection related Fault

1. Has the Service ever worked?
2. If yes, how long has the problem been occurring, when did it start?
3. Is the sync light static, flashing or off?
4. Do you get an error code when you try to log on?
5. What DNS servers are you assigned when connecting?
6. Can these servers be pinged/traced by IP?
7. Can these servers be pinged/traced by name?
8. Does "nslookup" return errors or correct results?
9. Is the problem just limited to http or are other services affected?
10. If you put 212.58.224.138 into their web browser are you able to view the BBC webpage?
11. Have you specified any form of web cache or proxy in their browser settings, or using some form of accelerator program?
12. If a router is being used, has a test connection been tried using a modem?

Slow Speed Fault

Please provide the following evidence to support this fault type;

1. Sample of at least three speed test results taken from http://www.adslguide.org.uk/tools/speedtest.asp, we also have a speed test on the panel menu, just click the link.
2. Sites/Servers/Applications affected.
3. Time of day slow speed is occurring.
4. Test download of large file from mirror.ac.uk
5. Pings and/or trace-routes.

There is an excellent guide for ADSL Troubleshooting at http://www.adslguide.org.uk