To help our customers resolve problems we have compiled a few procedures you can perform yourself before calling us.

• Determine if there is a line fault.
  Plug in an analogue phone. Can you hear a dial-tone? Can you make any calls? If not, then there is likely to be a fault with your line.
• Switch off your router for 15 minutes.
  This ensures a new RADIUS session is obtained and should re-synch your line. Ensure it is 15 minutes, not 2 or 5.
• Sometimes the problem is end user equipment or a configuration problem. To quickly test if you are connected to the Internet please try the following:
• Bring up the command prompt: Press START, RUN, type in CMD, press return.
• In the black box, type in: ping www.google.co.uk press return.
• There are now three results you can get.
1. Ping ok
   
2. Ping failed
   
3. In some situations your firewall might be configured to block PING, but you are connected
   
• If your results is #2, then you are not conencted to the Internet and may have a fault. If the result you receive is #2 or #3, then you are connected to the Internet, it is likely your problem is your network, please speak to your IT department.