Help - Fixed Broadband FAQs

Fixed Broadband FAQs

There was a huge thunderstorm last night and my ADSL connection has stopped working.
If your ADSL service is not working after huge thunderstorm, it could be that the modem is malfunctioning. First power cycle the modem and if it doesn’t resolve the problem borrow a modem and see if that makes a difference.

How can I quickly enable or disable the wireless network function?

Press and hold the WLAN button for over one second, and then release the button to enable or disable the wireless network function. The WLAN indicator shows whether the wireless network function is enabled or disabled. “This is only related to modems which support wireless functionality. example SmartAX 882a and 883 modems do not have wireless.

How can I quickly restore the default settings of the terminal?

To restore the default settings, press and hold the RESET button on the rear panel or on the side depending on the type of modem, for over six seconds after the modem is powered on, and then release the button. For some modem it is a tiny hole at the rear panel and you need to push in the button with a Pin or a stick small enough to enter. Please do not use broomsticks as it is not strong enough and might break when you press on it harder.

Local Area Connectivity Issues

The Internet from ADSL stopped working and my network connection is showing “Limited or No connectivity”.

If your ADSL connection is not working and showing “Limited or No connectivity” it is best to check LAN cable between the computer and the modem and also you may try a modem reset.

My ADSL modem is reporting that the connection is online, the Internet light can be seen on the modem but I am not connected.

If your ADSL modem is reporting that the connection is online it means that your modem is currently connected to our servers without any issue.

If you still can’t use internet, the problem seems to be with the computer connected to the modem. It would be best to turn off Anti-virus and firewall applications on your PC and retest everything.

Its also a good idea to disable using a Proxy server.For Internet Explorer go to Tools, then Internet Options, LAN Settings and under Proxy server, uncheck the following “Use a proxy server for your LAN” then click OK.

Also ensure if you are connecting on dynamic that static IPs have not been assigned manually to your computer. Go to Network and Sharing Centre, click Ethernet/Wireless(depending on your connection). Click Properties and select IPV4, click on Properties and choose Obtain IP address automatically.

Check the DNS address in the modem and update the Primary and Secondary DNS addresses if necessary. Also ensure obtain DNS address automatically is selected in LAN settings on your computer.
Ie Primary DNS: 80.87.78.11 or 80.87.78.4,Secondary DNS: 41.66.193.149

If your Telecel modem is connected to a router, restart modem and the router and try again.

Why do I get slow ADSL speeds during different times of the day?

At different times of the day or night the network could become busier as more users are downloading and this makes the Internet connection slower. Test again and again until you see an improvement. We cannot guarantee that the Internet works in the full speed every time and depends on the resources available at any given time.

The ADSL connection runs slow whenever a P2P application is turned on, why is that?

ADSL connection can run slower when a P2P application is turned on because P2P applications will use your upload and download at the same time and will ‘saturate’ your connection. The ‘A’ in ADSL stands for ‘Asymmetric’. It means that ADSL can only efficiently transfer data in one direction at a time.
Furthermore, ADSL’s asymmetric nature means that the user has to choose between uploading or downloading – ADSL does not do both well at the same time.

P2P application – Peer to Peer application. It is a decentralized and distributed network architecture in which individual computers/nodes in the network (called “peers”) act as both suppliers and consumers of resources. Tasks are shared amongst multiple interconnected peers who each make a portion of their resources (such as processing power, disk storage or network bandwidth) directly available to other network participants. It consumes a lot of bandwidth through uploading and downloading of file.

I can’t browse certain websites from ADSL service. What should I do?

If you can’t browse certain websites, please check whether the DNS settings are entered as,
Primary: 80.87.78.11 or 80.87.78.4 Secondary: 41.66.193.149
Also make sure that no proxy settings is selected in the browser.

If I request for a static IP for my service will my speed increase ?

No. Using a Static IP has no effect on the current speed and cannot increase the speed of your connection.

My Internet disconnects a lot, I am connecting the computer to the modem through wireless?

If your internet service disconnects a lot when you are connecting the modem and the computer through wireless it is recommended that you connect the modem directly through an Ethernet cable. Also make sure you are within coverage of your wireless network since moving far away from the modem reduces the signal strength of the connection.
Check the positions of your terminal and your computer. Ensure that they are far from the electric appliances, such as microwave ovens, refrigerators, or cordless telephones, that generate strong magnetic or electric fields. Also place your terminal in an open area. Although radio signals can pass through obstacles, the transmission effects of WLAN radio signals are affected if radio signals pass through too many obstacles, such as cement or wooden walls

After a broadband terminal is installed, does Internet access degrade call quality or do telephone calls lower the Internet access rate?

No. The terminal uses the frequency division multiplexing (FDM) and splitter technologies to separate voice signals from data signals. Although the two types of signals are transmitted through one telephone line, they are carried by different frequency bands. Therefore, they do not interfere with each other. In this case, you can make a telephone call and access the Internet simultaneously, without degrading call quality or lowering the Internet access rate.

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