Support Center

Fixed Broadband Troubleshooting

Last Updated: Feb 08, 2015 02:55PM WET
ADSL light indicators on the modem
 

Power Light – The power light is always stable. If it does not come on check if it has been plugged in and switched on
 
ADSL Light - The ADSL light determines if there is any data flow or traffic coming in and out of your connection to the local exchange (The exchange is where the telephone lines are connected to for calls and ADSL).For normal activity the ADSL light should always be stable/solid. If the ADSL light is off or blinking there is a problem, check if the DSL cable from the splitter to the modem are properly fitted and also check if there is a dial tone.
 
Most ADSL Modems have LED lights on the front of the modem indicating the status of different activities. Generally, depending on the type of modem being used, the ADSL light will be doing one of the following things:
 
“Off/Flashing” - The modem is currently trying to sync to the local exchange. After a while, the flashing may stop, and the modem may attempt again. On many modems, it will indefinitely repeat this process.
"Solid" - The light stable or stays on permanently solid.
 
Internet Light - The Internet/PPP light blinks when the connection communicates with our servers. This is also the normal activity for the internet light. If the internet light is stable, it indicates there is no connection and you will not be able to browse.

LAN/Ethernet Light – The light is initially stable but will begin to blink immediately it is connected to a computer. The light will keep blinking to indicate there is activity. The Ethernet/network cable is used to connect the modem to a computer or router. It is typically, always with a plastic rectangular plug at both ends.
 
 
WLAN – The wireless LAN/Wifi is blinking when there is a connection between the wireless devices and the computer to the internet.
 
Prior to reporting any faults, please remember to reboot your PC and your modem at the same time.


Modem – Troubleshooting a faulty modem
 
I’m having trouble with my broadband modem
First power cycle the modem to see if it solves the problem.
 
The power lights are off - If your modem is plugged in and the power switch (usually at the back of the modem or on the side) is turned on, try turning the modem off and on again. Try replacing the adaptor if modem still doesn’t power on.
 
The DSL light won't turn on - Check that the DSL port is connected to the telephone socket using a standard telephone cable. Make sure the telephone socket is connected to the correct installation on the ADSL Micro filters/splitter.
 
The LAN 10/100M light won't turn on - Check that the LAN cable is connected to the modem’s LAN 10/100 port, and make sure your computer’s network card is working properly.
 
The WLAN light won't turn on – Check that the wireless button is turned on, for some modems it is just above the power button and could have been mistakenly pressed. If it is, turn it off and back on again to see if Wireless LAN will begin to blink and the wireless SSID name appears in the list of wireless networks.


All lights on –  No authentication issue
 
Indications

Internet does not work
ADSL light is solid/stable
PPP/Internet light is stable/off

Solution
 
First, check to make sure all cables are connected firmly, check if none is released. Try using a different cable, especially if the current one is showing any signs of wear and tear.
 
If everything is OK, then restart the modem and/or router if there is one connected to the modem..
 
Close all Internet browser windows, and then try to open it again.
 
Confirm if you still have data allowance remaining and your account is active (ie within 30 days)
 
Reset the modem back to factory default and reconfigure it with correct username and password.
 
Further possibilities
 
It could also be that there is some maintenance or upgrades being carried out on our network, or an (Multi-service access node) MSAN outage, call the helpline to confirm. Service will be restored automatically in this instance.

DSL light off/blinking/Link down

 
ADSL Light - The ADSL light(also referred to as Sync light) determines if there is any data flow or traffic coming in and out of your connection to the local exchange. The ADSL light being stable is a lot like a dial tone; without it, you can't make a connection. Once the modem's signal reaches the exchange, it is passed on to our authentication servers, and is said to have "Authenticated“.
 
Indications

Internet does not work
ADSL light is off/blinking
PPP/Internet light is off
 
Solution
 
First, check to make sure all cables are correctly connected, check if none is released and if the modem is plugged into an electrical outlet. If everything is OK, then restart the modem.
 
Restart the modem by turning the power button off or unplug the device from the power outlet and wait till all the lights are off for a minimum of 20 seconds and turn it back on. You will see all LED ie all lights up. The power light will become stable. Lighting up LEDs DSL can take up to 180 seconds. Wait till the LEDs DSL becomes stable. Then within 60 seconds, LEDs Internet will begin to blink. Ethernet light (for cable connection) and Wireless LAN (for Wireless connection) will begin to blink.
 
Close all Internet browser windows, and then try to open it again. Observe if the ADSL light will become stable and resolve the problem
 
Check if you have a telephone connected and there is a dial tone on it.
 
If there is a dial tone, make a direct connection to the modem from the wall socket  using the main telephone line and bypassing the splitter/line filter. Observe if the ADSL light will become stable and resolve the problem.
 
If there is no dial tone on the telephone and connection still does not work, call the helpline on 100.
 
Further possibilities
 
It could also be that there is some maintenance or upgrades being carried out on our network, call the helpline to confirm.
 
Alternative procedure
 
Check that the modem has power - is the modem's power light on? (switch it off then back on)
 
Check the ADSL line from the splitter is plugged in correctly (unplug it then plug it back in)
 
Check the line for dial tone by plugging a telephone handset to the main cable and lifting the receiver
 
Perform an Isolation test by connecting the main cable directly to the modem without going through the splitter
 
If possible, try a different phone cable to connect your modem to the main wall socket
 
If possible, try your modem on a different wall socket
 
If possible, try a different modem
 
After each of the above tests, switch the modem off and back on and give it a few minutes to settle. Any of these steps can restore service.


Wireless 
 
Can’t connect to Wireless ?

If your wireless signal is weak it may be affected in some way. To avoid this you can ensure you remain quite close to the modem to keep the signal strong or you can purchase accessories for your modem that can extend the reach of your wireless signal in a particular direction.
 
First check if there is internet access through the cable connection or Ethernet.
 
Also confirm from the modem if the wireless pre-shared key or password you are entering is correct.
 
Check if the wireless button is turned on, for some modems it is just above the power button and could have been mistakenly pressed. If it is, turn it off and back on again to see if Wireless LAN light will turn on.
 
Check if the SSID (wireless name) appears in the list of wireless networks, click on the wireless name and click connect, enter the wireless password if required
 
If you still cannot connect, this could result if there is a conflict with the saved list on your computer or device. Delete the old wireless settings on your computer/ wireless device.
 
On your Windows computer (as illustrated in the screenshots in the next slides):
 
Click on Control Panel, and click Network and Internet
 
Click  Network and Sharing Centre
 
On the left, click Manage Wireless networks.
 
Locate your saved wireless name from the list and press delete on your keyboard to remove it. Alternatively right click and select Remove network.
 
Go back to your wireless networks list and try to connect again.
 
On your wireless device, locate your wireless networks, then saved wireless networks and delete the old settings and try connecting again.
 
After the password is verified, Connected appears on the icon of the wireless network in the wireless network list and it indicates that your device is connected to the router through wireless connection.
 
Security concerns An unsecured wireless network is extremely dangerous. To elaborate, if you have an unsecured wireless network you are broadcasting a free Internet service to everyone up to 100m radius of your modem. Not only that but you are opening your PC up to hackers and identity thieves, your personal information stored on your computer may be compromised. We strongly recommend that you enable some form of secure authentication for your wireless connection.
 
Secure your wireless connection
 
Open system and WEP are not secured and should be avoided, ensure you select either WPA-PSK or WPA2-PSK or a higher form of security and then enter your Pre-shared key/ wireless password/security key/ passphrase (Alphanumeric is ideal and will be difficult to be guessed.Customer should also make it a point to change their Pre-shared key  from time to time and refrain from using ones that can easily be made out or guessed by others such as the car number, phone number name etc. Alphanumeric ones are strongly recommended and is difficult to be cracked.
 
NB: An open or unprotected network gives access to everyone within the wireless coverage and your data allowance will be exhausted quickly and you will not be eligible for reimbursement. It is just like “screaming free internet available” so anyone available can access it and browse.


Link Fluctuation
 
Fluctuation is when internet connection disconnects and reconnects periodically. Notice the ADSL light, this type of problem occurs when the ADSL light turns on and off or becomes stable for a while and then begin to blink again.
Link also fluctuates is the bandwidth applied is too high for the line to carry ie SNR (signal to noise ratio)
 
Faulty modems can also cause the link to fluctuate, try with another modem.
 
Sometimes link fluctuating is caused by a faulty splitter, perform an isolation test ie make a direct connection to the modem from the main wall socket without using the splitter and see if there is any improvement with the connection. If that fails, test the connection with a different modem.
 
Data that is being transmitted over the network or internet (ie Packets) will be lost when the service goes off or link fluctuates during the sending and receiving process.
 
Crackling noise on your phone line can also cause line to fluctuate, contact us on 100 to work on the line. This could also resolve your ADSL problem as a full working line is required for a stable ADSL connection.
 
What is a stability profile for ADSL?

The stability profile of an ADSL connection lowers the frequency of a connection so that it is stable and not so sensitive. The connection's speed may be slower than the default profile however this resolves a lot of drop out problems. Depending on your line condition your, bandwidth may be reduced for stability of your connection.


Link slow/ Service speed
 
The speeds are varying depending solely on the distance from the exchange, quality of the copper, the copper length and age of the copper line. All customers will not be able to get the maximum theoretical speed. If your Office or home is close to the Exchange or (Multi-service access node)  MSAN, you will not have a problem with the speed. If you are far away from the Exchange, your connection speed will be lower.
 
•Please note also that for the speed you can't get 100% guarantee. It is affected by the number of factors including logged-on users (since it is a shared bandwidth).
 
If your line conditions are ok we will increase the speed to the maximum bandwidth the line can support.
 
Run a speed test
 
Connect a cable directly to the Vodafone modem and go to the internet address bar and type www.speedtest.net
 
When the page loads, click on the triangle and select the
 
server to use. Please select Hosted by: Vodafone Ghana
 
Click the begin test button to test your speed.

Wait till it completes and note the download and upload speed.
 
Repeat this procedure 3X to get an average.
 
Solution for Slow Speed
 
Connect only the modem directly to the wall socket and see if there is any improvement with the speed.
 
Power-cycle your modem (leave your modem switched off for about 15 minutes) and then recheck the speed
 
If you are connected on WiFi or running the speed test on your computer through a wireless connection, please try connecting the modem directly to the computer using the Ethernet cable and test the speed again
 
If you have another filter/splitter not provided by Vodafone, change to a Vodafone splitter/filter.
 
Broadband services are "contended": This means that other people share the same "pipe" to the Internet as you do. If many of these people are trying to download large files at the same time especially during the peak period, the amount of room in the "pipe" for you to download things may be limited, and your connection may seem slow in such situations. In contrast, if most people are just surfing the internet (just viewing web pages and not downloading huge amounts of data) or are not connected at all, when you try to download the same file later on there may be plenty of room in the pipe and you will be able to download very quickly. The same limitations apply to all the other people using the "pipe", not just you.
 
All this means is that at times, your connection may seem slower than normal
 
The peak period is often between 9am and 7pm. Ensure you test the speed too outside the peak period is the link is still slow.
 
Firewall/Antivirus/browser settings
 
If the modem indicates that the connection speed is fine, the next thing to do is to disable all firewall or antivirus software and check your Internet browser settings for things like popup blockers or spyware. There are several free anti-spyware programs available on the net as well as some pretty good Anti-virus scanners too.
 
Some firewalls programs or Internet security applications installed on your computer can cause computers to behave abnormally or very slow. The only way to determine this is the cause is to remove/uninstall that application/program  completely from your computer altogether.
 
Your computer
 
People often incorrectly assume that a poor online experience is always caused by a slow connection. Very often though it is actually the computer that is being used that is causing the problem. If a lot of programmes (applications) are running in the background then web browsing can be slowed down significantly. Likewise, if the computer is old, has little RAM or has a very crowded hard drive then browsing will never be as fast as it could be. If any of these are the case then try installing more RAM and making doubly sure that no applications are running in the background while you surf.
 
Local congestion
 
File sharing programs and viruses are usually the culprits in this situation. If you do not have a file sharing program such as bit-torrent software, u-torrent, vuze, etc. We suggest you get your computer scanned for viruses. If you do have any of these file sharing services please ensure they are turned off completely, often you may close the window but the program continues to run (it will usually show up as an icon in your system tray on the bottom right of your screen as seen in the next pic)

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