Digiweb Support :: Common Connection Problems

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Common Connection Problems

Where connection problems exist, please ensure the following:

that you have given the router enough time to connect / obtain DSL sync. This process can take a few minutes to complete after you turn on the router. Try waiting a while to see if the DSL light blinks and then stays on.
that where more than one phoneline / number exists at your premises, you are connected to the line that has DSL activated.
that you are not using a phone cable greater than 5ft to connect the modem to the phone line.
that you are using the DSL splitter provided to remove any interference that may cause issues with maintaining / obtaining DSL sync.
that as a test the connection is tried both with & without the splitter
that all other devices are removed from all other ports on the same line at time of testing, ensuring that only the DSL modem is connected to the line e.g. Sky Digiboxes, Fax machines, Phones etc.
that where a monitored phone alarm exists, you have contacted your Alarm company to ensure proper filters are in place to remove any interference that may exist. Click here for recommendations.
that the DSL phoneline is not part of a hunt group or connecting through a phone system i.e. line should be a dedicated, direct, & independent line
that you have tested for a connection at the main Eircom port / NTU on premises but it is also good practice to test connected to the other ports in your premises
that you have tried resetting the DSL modem / router by pressing the reset button, located on the back of the modem, and holding same for 10-15 seconds before releasing. All Leds / lights on the modem / router should flash off during this process.
that you have tested with replacement phone cable and splitter as provided and tested by Digiweb Support

For Disconnection / Speed issues:

that you have tested with an Ethernet cable directly connected to the modem / router.

wireless functionality is disabled

For Speed Issues only – that the PC in use is fully free from viruses / spyware – full update & scan is recommended. A speedtest should then be performed on a PC that is fully free from viruses / spyware and not running any applications that require bandwidth aside from the speedtest itself. A screenshot only of the result should then be forwarded to support@digiweb.ie for review.

There are other possible reasons for your router not connecting, including the possibility that DSL service has not been activated for your phone line yet.

Please contact Digiweb support to check the status of your line.

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