Broadband Setup & Troubleshooting Guide - XLN Telecom

Broadband Setup & 

Troubleshooting Guide

Index 

1. Equipment ...................................................................................................... 3 

‣ How to Identify the Master Socket ................................................................................... 3 

‣ Testing through the Test Socket........................................................................................ 4 

‣ How to check for faulty microfilters ..................................................................................4 

‣ Thomson ST-510 1Port Router ......................................................................................... 5 

Hardware Specification 

How to connect the equipment 

How to reconfigure the router 

‣ Thomson TG585 V7 Wireless Router .............................................................................. 12 

Hardware Specification 

How to connect the equipment 

How to reconfigure the router 

‣ Support Contacts for Other Vendors 

2. Wireless Network Setup ................................................................................. 21 

‣ Windows Vista ................................................................................................................ 21 

‣ Windows XP ................................................................................................................... 28 

‣ MAC ................................................................................................................................ 32 

3. Email Setup .................................................................................................... 36 

‣ Outlook ........................................................................................................................... 37 

‣ Outlook Express .............................................................................................................. 38 

‣ MAC ................................................................................................................................ 40 

‣ Windows Mail ................................................................................................................ 42 

4. XLN Secure ..................................................................................................... 45 

‣ How to download your XLN Secure Software ................................................................. 45 

5. Troubleshooting ............................................................................................. 47 

‣ Dropping Connection ...................................................................................................... 47 

‣ No Connection ................................................................................................................ 49 

‣ DSL Light is on but cant connect ..................................................................................... 53 

‣ No Sync ........................................................................................................................... 54 

‣ Authenticating Issues .................................................................................................... 55 

‣ Data Transfer Problems ................................................................................................. 51 

‣ DNS Problems ................................................................................................................. 54 

6. FAQ’s ............................................................................................................. 63 

7. Contact Us ...................................................................................................... 68 

Broadband Troubleshooting Help 2 XLN Telecom Ltd

1. Equipment 

How to Identify the Master Socket 

The master socket is the first socket that comes into the premises from the Telegraph pole outside. 

The master socket is a white, square-shaped socket. It is made up of two parts, one over the other. 

The bottom half is removable and has two screws that are equally spaced on either side of the 

socket. The top half usually has a BT logo. 

Note: Sometimes the master phone socket has an in-built filter, called a Service Specific Face Plate 

(SSFP). In this case, the two parts of the socket will not be of equal size and are side-by-side. If you 

have an SSFP, you do not need to connect a DSL filter to the master phone socket. 


Testing the Broadband connection directly through the Test Socket 

Carefully unscrew the two small screws on the face-plate of the main socket and the bottom half 

of it should pull out. Behind it, on the right hand side (see picture), you should see the test socket. 

This connects directly to the telephone line, bypassing any extension wiring you have. 

Please note: If there are no screws on the socket, then it is not the Master socket. In very few 

cases, if the wiring in the premises is very old then the Master socket will not have the removable 

faceplate. 

Checking for Faulty Microfilters 

Step 1 

Disconnect every device (Telephone, PDQ, Fax, Paypoint, ATM etc) in your premises that is on the 

same CLI as your broadband connection. 

Step 2 

Identify the master Socket and plug a single corded handset that you know is working directly into 

this socket. If you can hear a noise, then it is possible that there is a fault on your telephone line 

that is causing problems with your broadband connection. Please report this to our telephone line 

faults department. Click here for our contact details. 

If there is no noise on the line, go to Step 3. 

Step 3 

Connect 1 of your filters to the line along with the stand alone, corded telephone handset. 

Connect to the internet and browse pages. Pick up the telephone handset to ensure that the line is 

clear and that the internet connection remains on. If the Internet is disconnected or if there is now 

a noise on the line then this filter is most probably faulty. 

Try with a different filter and repeat the above process. If after trying with a filter you know to be 

working, and you are still experiencing a problem click here for details on how to contact our 

support team. 


Thompson Speedtouch ST510 v6 - 1 Port Router 

Main features: 

ADSL2+ operation up to 24Mbit/s 

Ethernet 10/100 LAN 

Firewall 

Power consumption: 5,19W on 

standby, 5,46W In use. 

Thompson Speedtouch ST510 v6 - 1 Port Router setup 

Please follow the instructions below to set up your router for internet access: 

1.1 Use the DSL cable (grey in our diagram) to connect the ADSL filter to the DSL port at the back 

of the router. 

1.2 The Ethernet cable (yellow) should be used to connect the Ethernet port at the back of the 

router to the Ethernet port on the back of your computer. 

1.3 If you have been supplied a 2 part power supply, clip the pins to the power supply. 

1.4 Plug the power supply into the mains and connect the other end into the back of the router. 


1.5 After you have made the connections, press the POWER button at the 

back of the router to turn it on. 

i. On the top of the router, the POWER light will blink during start-up and will stay green 

once the router is ready. 

ii. 

iii. 

iv. 

The ETHERNET light turns on if the Ethernet port is properly connected, but may flicker. 

The DSL light will stay on if a connection with XLN is established, but may flicker. 

The INTERNET light stays on when internet access is available and blinks 

When the INTERNET light is on you should be able to surf the net immediately. 

If you are unable to surf the internet, please check the connections again or call our Technical 

support team. Click here to navigate to the contact us page on this guide. 

If the DSL light is off after checking your hardware connections. See our Troubleshooting section 

for more information. 

Thompson Speedtouch ST510 v6 - 1 Port Router reconfiguration 

Step 1 

Open an Internet explorer page, type into the address bar 192.168.1.254 and click “Go” 


Step 2 

Click on “Speedtouch” from the list on the top left hand side of the page. 

Step 3 

Now select “Set Up” under the heading “Pick a Task”. Please ensure that your pop-up blocker is 

turned off. 


Step 4 

This will launch a quick configuration setup wizard. Click “Next” 

Step 5 

Do not make any changes on the Service Selection page and click on “Next” 


Step 6 

Ensure VPI/VCI is selected as 0.38 and Connection type is selected as PPPoA. Enter your XLN 

Username and Password as displayed on your activation letter then click on “Next” 

Step 7 

On the Access control page, you will need to enter your routers Username and Password. This is 

defaulted to - Username: Administrator and Password: (leave blank), unless you have changed it. 

Enter your username and password and click on “Next” 


Step 8 

On the Start Configuration page, review your settings and if they are correct, click on “Start” 

Step 9 

Your router will now attempt to configure the settings; this may take a few minutes. 


Step 10 

Once your router has configured the settings, you will get a message that the configuration has 

been successful. Click on “Finish” and you have successfully configured your router. 


Thompson TG585 v7 – 4 Port Wireless Router 

Mail features: 

SL2+ operation up to 24Mbit/s 

802.11g wireless (54M 

4x Ethernet 10/100 LAN switch 

Firewall and IDS 

Power consumption: 7,43W on standby, 

8,9W In use. 

Thompson TG585 v7 – 4 Port Wireless Router Setup 

Please follow the instructions below to set up your router for internet access: 


1.1 Use the DSL cable (grey in our diagram) to connect the ADSL filter to the DSL port at the back 

of the router. 

1.2 The Ethernet cable (yellow) should be used to connect the Ethernet port at the back of the 

router to the Ethernet port on the back of your computer. 

1.3 If you have been supplied a 2 part power supply, clip the pins to the power supply. 

1.4 Plug the power supply into the mains and connect the other end into the back of the router. 

1.5 After you have made the connections, press the POWER button on the back of the router to 

turn it on. 

i. On the top of the router, the POWER light will blink during start-up and will stay green 

once the router is ready. 

ii. 

iii. 

iv. 

The ETHERNET light turns on if the Ethernet port is properly connected, but may flicker. 

The DSL light will stay on if a connection with XLN is established, but may flicker. 

The INTERNET light stays on when internet access is available and blinks when internet 

traffic is going through your router. 

When the INTERNET light is on you should be able to surf the net immediately. If you are unable 

to surf the internet, please check the connections again or call our Technical support team on the 

Contact details located here. 

If the DSL light is off, check your hardware connections. See the Troubleshooting section for more 

information. 

Thompson TG585 v7 – 4 Port Wireless Router reconfiguration 

Step 1 

Open an Internet explorer page, type into the address bar 192.168.1.254 and click “Go” 


Step 2 

Click on “Thompson Gateway” from the list on the top left corner of the page 

Step 3 

Now select “Set Up” under the heading “Pick a Task”. Please ensure that your pop-up blocker is 

turned off. 


Step 4 

This will launch a quick configuration setup wizard. Click “Next” 

Step 5 

Do not make any changes on the Service Selection page and click on “Next” 


Step 6 

Ensure VPI/VCI is selected as 0.38 and Connection type is selected as PPPoA. Enter your XLN 

Username and Password as displayed on your activation letter then click on “Next” 

Step 7 

The wireless security Section is very important. Please complete this section carefully. 

For “Wireless Name”, please enter XLN Telecom 

. 

For “Security Type” you MUST select WPA + WPA2 (Pre-shared Key) Green WLAN LED. 

In the field for WPA + WPA2 Preshared Key, Please enter the “WPA PSK” as displayed on the 

underside of your Thompson Router. 

Once you are satisfied that this is all correct, click “Next” 


Step 8 

In the access control Section, we strongly recommend that you enter a password and make the 

password the same as your XLN Broadband password. If you do not enter a password, other people can 

break into your system and steal internet from you which can have adverse problems from slow speed 

to legal implications. 


Step 9 

On the Start Configuration page, review your settings and if they are correct, click on “Start” 

Step 10 

Your router will now attempt to configure the settings; this may take a few minutes. 


Step 11 

Once your router has configured the settings, you will get a message that the configuration has 

been successful. Click on “Finish” and you have successfully configured your router. 


Support Contacts for Other Vendors 

COMPANY SUPPORT NUMBER HYPERLINKS 

3COM routers 0800 096 3266 www.3com.com 

3G 08707 330 320 www.3g.co.uk 

ACER PC/laptop 0870 853 1000 www.acer.co.uk 

Addon 0870 7201131 

Apple 0870 8760753 www.apple.com/uk/ 

Avast 0207 100 4509 http://www.avastuk.com/ 

AVG 0844 894 1000 http://www.avg.com/uk 

Axis routers 0870 1620048 

Belkin 0845 6077787 www.belkin.com/uk/support/ 

Billion 0870 8501528 www.billion.uk.com 

Buffalo 0845 3511005 http://www.buffalo-technology.com/support/ 

Cisco 0800 0153003 http://www.cisco.com/cisco/web/UK/techsupport/techsupport_home.html 

Dell 

0844 338 1000 

0844 338 1200 

0844 338 1111 

0844 444 4699 http://www.dell.co.uk/ 

Devolo 02030 241838 www.devolo.co.uk 

Dlink 0845 612 0003 www.dlink.co.uk 

Draytek 0870 2858550 www.draytek.co.uk 

01923 24 4438 

DYNAMODE 01923 245475 www.dynamode.co.uk 

Fujitsu 01344 475125 http://ts.fujitsu.com/ 

Gigabyte 01908 362700 http://www.giga-byte.com/ 

0870 842 2339 

HP 

0844 369 0369 

iRobot Roomba 01249 813835 

Kaspersky support 0871 789 1635 

www.kaspersky.co.uk/ 

Lenovo 0870 5500 900 http://www.lenovo.com/uk/en/ 

linksys 0800 0261418 http://www.linksysbycisco.com/UK/en/support 

01753 505885 

Mcafee 

0800 6247 7463 http://www.mcafee.com/uk/ 

Netgear 0844 875 4000 http://netgear.co.uk/ 

Norton 0870 6066000 http://www.symantec.com/en/uk/norton/support/index.jsp 

Panasonic 0870 9070357 www.panasonic.co.uk 

Panda 

www.pandasoftware.co.uk 

Philips 0207 9490069 www.philips.co.uk/support 

Pluscom 0871 789 0948 

Samsung PC 0871 222 8528 http://www.samsung.com/uk 

SMC 0800 9179523 http://www.smc.com 

Terratec 0208 6027029 http://www.terratec.net 

Thomson 0906 3022114 www.thomson.net/dsl 

Toshiba 0870 444 8936 www.toshiba.co.uk 

US Robotics 0870 844 4546 http://usr.com/ 

Windows 0870 60 10 100 http://www.microsoft.com/uk/windows/default.aspx 

Zoom 0870 7200030 http://www.zoom.com 

Zyxel 

1344865111 

8451220301 

http://welcome.hp.com/country/uk/en/welcome.html#Support 

www.zyxel.co.uk 


2. Wireless Network Setup 

1. Windows Vista 

2. Windows XP 

3. Mac 

1. Wireless connection in Windows Vista 

The Connect to a network dialog box 

You can access the Connect to a network dialog box from many locations in Windows Vista, 

including the following: 

• By clicking Start, and then Connect to from the Windows Vista desktop 

• From the Manage wireless connections dialog box 

• From the Connect/Disconnect context menu option of a wireless network adapter in the 

Network Connections folder 

The following figure shows the Connect to a network dialog box. 

To connect to a wireless network that is listed in the Connect to a network dialog box, double-click 

the network name or click the network name and then click Connect. For a non-broadcast 

network, you will be prompted to type the wireless network name. If the connection attempt is 

not successful, use Windows Network Diagnostics to diagnose the problem and suggest a solution. 


If the wireless network you want to connect to is not listed, click Set up a connection or network. 

Windows Vista displays the following page. 

On the Select a connection option page, you can select the following: 

• Connect to the Internet 

• Set up a wireless router or access point 

• Manually connect to a wireless network 

• Set up a wireless ad hoc (computer-to-computer) network 

• Set up a dial-up connection 

• Connect to a workplace 

The Choose a connection option dialog box is a central location to configure wireless, dial-up, and 

VPN connections and is a consolidation of the Create a New Connection and Wireless Network 

Setup wizards in Windows XP with SP2. 

To manually configure the wireless settings for a wireless network, click Manually connect to a 

wireless network, and then click Next. Windows Vista displays the following page. 


Note If the Manually connect to a wireless network option is not present in the Choose a 

connection option dialog box, make sure that your wireless network adapter appears in the 

Network Connections folder as a wireless connection and is enabled. If your wireless network 

adapter appears in the Network Connections folder as a wired connection, ensure that you have 

installed the latest driver for your adapter that is designed for Windows Vista. 

On the Enter information for the wireless network you want to add page, configure the following: 

• Network name Type the name of the wireless network. 

• Security type Select the method used to authenticate a connection to the wireless network. 

The choices are the following: 

• No authentication (Open) Open system authentication with no encryption. 

• WEP Open system authentication with Wired Equivalent Privacy (WEP). 

• WPA2-Personal Wi-Fi Protected Access 2 (WPA2) with a preshared key (also known as a 

passphrase). 

• WPA-Personal Wi-Fi Protected Access (WPA) with a preshared key. 

• WPA2-Enterprise WPA2 with IEEE 802.1X authentication. 

• WPA-Enterprise WPA with IEEE 802.1X authentication. 

• Encryption type Select the method used to encrypt data frames sent over the wireless 

network. The choices depend on the selected security type. 

• When the No authentication (Open) security type is selected, you can select None. 

• When the WEP security type is selected, you can select WEP. 


• When the 802.1x security type is selected, you can select WEP. 

• When the WPA2-Personal, WPA2-Enterprise, WPA-Personal, WPA-Enterprise security types 

are selected, you can select TKIP. 

The choices listed depend on the capabilities of your wireless network adapter that are reported to 

Windows. 

. 

• Security Key/Passphrase Type the WEP key (if you selected the WEP security type), the WPA 

preshared key (if you selected the WPA-Personal security type), or the WPA2 preshared key 

(if you selected the WPA2-Personal security type). For the WPA2-Enterprise, WPA- 

Enterprise, and 802.1x security types, the security key is determined automatically when 

Windows Vista performs wireless authentication. 

• Display characters Specifies whether you want to view the value typed in Security 

Key/Passphrase. 

• Start this connection automatically Specifies whether Windows Vista will automatically 

connect to this wireless network. If you clear this checkbox, you must manually connect to 

the wireless network from the Connect to a network dialog box. 

• Connect even if the network is not broadcasting Specifies whether Windows should attempt 

to connect even if the wireless network is not broadcasting its name. This will cause 

Windows Vista to send Probe Request frames to locate the wireless network. These probe 

request frames can be used by malicious users to determine the name of the non-broadcast 

network. 

When you click Next, Windows Vista displays the following page 

To connect to the wireless network that you just created, click Connect to, and then double-click 

the newly created wireless network in the Connect to a network dialog box. 

To configure the properties of the wireless network you have just created, click Change 

connection settings. Windows Vista displays the following dialog box. 


From the Connection tab, you can view the wireless network's name, SSID, and network type 

(either Access point for infrastructure mode networks or Computer-to-computer for ad hoc mode 

networks). You can also configure the following: 

From the Connection tab, you can view the wireless network's name, SSID, and network type 

(either Access point for infrastructure mode networks or Computer-to-computer for ad hoc mode 

networks). You can also configure the following: 

• Connect automatically when this network is in range 

• Connect to a more preferred network if available 

Specifies whether Windows Vista will automatically disconnect from this wireless network if a 

more preferred wireless network comes within range. 

• Connect even if the network is not broadcasting 

The following figure shows the Security tab. 

On the Security tab, you can specify the following security types: 

• No authentication (Open) 

• Shared 

Shared key authentication. The Security tab is the only location where you can configure shared 

key authentication because its use is highly discouraged. 

• WPA2-Personal 


• WPA-Personal 

• WPA2-Enterprise 

• WPA-Enterprise 

• 802.1x 

Based on the selected security type, you can configure either a network security key or specify and 

configure a network authentication method. 

If you specify the use of WPA-Personal or WPA2-Personal as your security type or No 

authentication (Open) or Shared as your security type with WEP as your encryption type, you 

must configure a network security key, as shown in the following figure. 

You do not need to configure a network security key for the WPA2-Enterprise, WPA-Enterprise, 

and 802.1X security types because the key is determined automatically when Windows Vista 

performs wireless authentication. 

After you have configured your wireless networks, you can manage them from the Manage 

Wireless Networks dialog box. To display the Manage Wireless Networks dialog box, do the 

following: 

1. Click Start, right-click Network, and then click Properties. 

2. In the task list of the Network and Sharing Center dialog box, click Manage wireless 

networks. 


The following figure shows an example. 

From the Manage Wireless Networks dialog box, you can add a new wireless network, remove a 

selected wireless network, obtain the properties of the wireless network adapter, and choose the 

type of profile to assign to new wireless networks (applies to all users or the current user). To view 

or modify the properties of an existing wireless network, double-click the wireless network name. 

SSID is the network name of this wireless network and must be identical for all devices in the 

network. 

Choose network authentication if it’s enabled in your wireless router. Here are supported network 

authentications: 

Open – If you want to use this option, I recommend you to use it with wired equivalent privacy 

(WEP) encryption key that shared among computers on wireless network. All network traffic is 

encrypted. If you do not enabled WEP with Open option, then everybody can join this wireless 

network without authentication and it’s not recommended. 

Shared – You can use this option with WEP encryption key, however according to Microsoft, the 

traffic is not encrypted. Too bad and not recommended to use. 

WPA – WiFi Protected Access (WPA) authentication with RADIUS server. This authentication is 

usually found in business networks. 

WPA-PSK – WPA authentication with pre-shared key. AES or TKIP encryption is provided. Mostly 

used by home wireless users. 

WPA2 – WPA2 authentication with RADIUS server. This authentication is usually found in business 

networks. 

WPA2-PSK – WPA2 authentication with pre-shared key. AES or TKIP encryption is provided. Mostly 

used by home wireless users. 

For my setup, I will key in home-network as SSID, enable WPA2-PSK authentication with AES 

encryption and key in network key as last. 

[Back To Top] 


2. Wireless Setup for Windows XP 

Procedure: 

Check if wireless card is enabled: 

1. Click on Start – Settings and double click on Network Connections 

(Alternatively you can go Start – Settings - Control Panel and double click on Network Connections) 

2. In the Wireless Network Connections window right click on your wireless connection and select 

Enable. If you have a “Disable” option it means it is already enabled. 

If you do not have a wireless network connection visible, your wireless device may not be installed. 

3. Once the wireless device has been enabled you should be able to see a wireless network 

connection icon on the bottom right hand corner of your screen. 

4. Single click on the wireless network connection icon. The Wireless Network Connection window 

will come up with a choice of wireless connections. 


5. Click the Change advanced settings option on the right hand side (shown above). This will now 

open the Wireless Network Connection Properties. 

6. Click on Add button 


7. On the Association tab fill in the following details: 

Network name (SSID) - Type UofA 

Select Authentication - WPA2 

Select Data encryption - AES 

Or use the following details: 

Network Authentication - WPA 

Data encryption - TKIP 

8. Click OK 3 times until you get back to the 

Wireless Network Connection Properties 

window. You will now have the UofA network 

within your Preferred networks list. 

9. Click OK and then you may get a Wireless Network Connection pop up on the bottom right 

corner. 

If you don’t get the above message, left click once on the wireless icon at the bottom right hand 

corner. It will be faded and flashing. 


10. Click OK 

The wireless setup will now try to connect. 

11. You may get a message about being connected at the 

bottom right hand corner, however if you don’t you can put 

your mouse over the wireless icon and a small status 

message should appear. 

Alternatively you can double click on the wireless icon to 

bring up the status page. This will show you the details of 

your connection. 

You are now connected to wireless UofA. 

[Back To Top] 


3. Wireless Setup for MAC OS 

Like most things on an Apple computer, connecting to a wireless network is very easy to do. 

However if this is the first time you are using your Mac to connect wirelessly, this guide will take 

you through the steps necessary to connect to any wireless network in range of you computer. 

1. The first thing that you need to check is that your wireless hardware (or AirPort) is enabled 

and turned on. If you can see the wireless icon in the menu bar in the top right hand corner, 

you can skip down to step 5 below. If it isn’t, move on to step 2. 

2. Click on the Apple Icon in the top left hand corner of your screen, and click on the System 

Preferences from the drop down list. Once the system preferences window has loaded up, 

click on the ‘Network’ button. 

3. Highlight the AirPort entry so it is shown in blue as below and click on the configure button 

at the bottom of the list. 


4. Make sure the Airport tab is selected from the top menu, and then place a check in the box 

labelled ‘Show AirPort status in menu bar’. You should now be able to see the AirPort icon in 

the top right hand corner of the menu bar. You can now close the network window. 


5. Click the AirPort icon in your menu bar, and you should be presented with a list of visible 

wireless networks in your area. Click on the network you want to join (with our modems, this 

will normally be called ‘ZyXcel_xxxx). 

6. If the network is security enables, you will need to enter a password or ‘Wireless Key’. You’ll 

be prompted to enter it now. If it isn’t protected you should automatically connect. The 

wireless modems we send out are automatically configured with wireless security for your 

protection. You can find the key on the sticker on the front of the modem. 


7. When you’re connected, the AirPort icon will change from a ‘light grey’ colour to solid black. 

The number of solid black lines indicates the signal strength (more black bars = stronger 

signal). 

That’s it! You can now open up your internet browser and view websites wirelessly. If you still 

cannot view websites, please follow our guide to troubleshoot your internet connection 

[Back To Top] 


3. E-mail Setup 

1. Outlook 

2. Outlook Express 

3. MAC 

4. Windows Mail 

1. Outlook 

1.1 Go to Tools - E-mail Accounts. 

1.2 Select 'Add a new E-mail account' and click Next. 

1.3 Select POP3 and click Next. 

1.4 On this screen enter the following information: 

a) Your Name: The name you want displayed on outgoing messages. 

b) E-mail Address: Your XLN E-mail address. 

c) If your Email address contains @xln.co.uk and your broadband username contains 

@xln.co.uk or @xlnbb.co.uk 

d) Incoming Mail Server: mailbox.xln.co.uk 

e) Outgoing Mail Server: mail.xln.co.uk/smtp.xlnbb.co.uk 

f) If your email address contains @xln.co.uk and your broadband username contains 

@xln.broadband 

g) Incoming Mail Server: mail3.xln.co.uk 

h) Outgoing Mail Server: smtp.xln.co.uk 

i) If your email address contains @xlninternet.co.uk 

j) Incoming Mail Server: pop.xlninternet.co.uk 

k) Outgoing Mail Server: smtp.xlninternet.co.uk 

l) Username: Your XLN e-mail username 

m) Password: Your XLN e-mail password 


1.5 When done click Next. 

1.6 Click Finish and Outlook is now setup for XLN E-mail. 

[Back To Top] 


2. Outlook Express 

2.1 Click the Tools menu near the upper left of the screen. In the drop box that appears click 

Accounts. 

2.2 In the Internet Accounts box that appears, click on Mail, then click the Add button 

2.3 Enter your Display name and click next. 

2.4 In the E-mail address field enter your XLN e-mail address and click Next 

2.5 Your incoming mail server should be designated as a POP3 server 

2.6 Please enter the following information into the incoming and outgoing mail server settings: 

a) If your Email address contains @xln.co.uk and your broadband username contains @xln.co.uk 

or @xlnbb.co.uk 

b) Incoming Mail Server: mailbox.xln.co.uk 

c) Outgoing Mail Server: mail.xln.co.uk/smtp.xlnbb.co.uk 


d) If your email address contains @xln.co.uk and your broadband username contains 

@xln.broadband 

e) Incoming Mail Server: mail3.xln.co.uk 

f) Outgoing Mail Server: smtp.xln.co.uk 

g) If your email address contains @xlninternet.co.uk 

h) Incoming Mail Server: pop.xlninternet.co.uk 

i) Outgoing Mail Server: smtp.xlninternet.co.uk 

2.7 In the Account name field enter your XLN e-mail username 

2.8 In the Password field enter your XLN e-mail password 

2.9 Select save password 

2.10 Ensure Secure Password authentication is not ticked and click next 

2.11 Click Finish to save your configuration 

2.12 Close the Internet Accounts box 

2.13 Outlook Express is now setup for XLN E-mail. 

[Back To Top] 


3. MAC OS 

3.1 Click on the Mail menu at the top and select Preferences. 

3.2 A pop-up will appear, click on the Accounts button at the top of the screen. Then click on the 

“+” symbol at the bottom of this box. 

3.3 Change the Account type to POP and enter the following details: 

a) Description: XLN e-mail 

b) E-mail address: your XLN e-mail address 

c) Full name: Your name 

d) Incoming mail server: 

i. If your Email address contains @xln.co.uk and your broadband username contains 

@xln.co.uk or @xlnbb.co.uk, then enter mailbox.xln.co.uk 

ii. If your email address contains @xln.co.uk and your broadband username contains 

@xln.broadband then enter mail3.xln.co.uk 

iii. If your email address contains @xlninternet.co.uk then enter pop.xlninternet.co.uk 

e) Username: your XLN e-mail username 

f) Password: Your XLN e-mail password 

3.4 Enter your E-mail address in the appropriate box. Once done, click on continue. 


3.5 Enter the following into the Outgoing Mail Server box. Then click Continue. 

i. If your Email address contains @xln.co.uk and your broadband username contains 

@xln.co.uk or @xlnbb.co.uk, then enter mail.xln.co.uk/smtp.xlnbb.co.uk 

ii. If your email address contains @xln.co.uk and your broadband username contains 

@xln.broadband then enter smtp.xln.co.uk 

iii. If your email address contains @xlninternet.co.uk then enter smtp.xlninternet.co.uk 

3.6 A summary of the account details entered will appear. If everything looks correct, click on 

Continue. 

3.7 Click on Done. Mac OSX Mail is now setup to use your XLN E-mail Address. 

[Back To Top] 


4. Windows Mail 

4.1 Click on tools then Accounts 

4.2 Click on the Add button 

4.3 Select E-mail account and click Next. 

4.4 Enter your name as you'd like it to appear on your outgoing E-mails and click Next. 

4.5 Enter your XLN E-mail address and click Next. 

4.6 Select POP3 as the Incoming e-mail Server Type, enter the following details and press Next. 

If your Email address contains @xln.co.uk and your broadband username contains @xln.co.uk or 

@xlnbb.co.uk 

i. Incoming Mail Server: mailbox.xln.co.uk 

ii. Outgoing Mail Server: mail.xln.co.uk/smtp.xlnbb.co.uk 

If your email address contains @xln.co.uk and your broadband username contains @xln.broadband 

i. Incoming Mail Server: pop.xln.co.uk 

ii. Outgoing Mail Server: smtp.xln.co.uk 

If your email address contains @xlninternet.co.uk 

i. Incoming Mail Server: pop.xlninternet.co.uk 

ii. Outgoing Mail Server: smtp.xlninternet.co.uk 


4.7 Enter your username and password for this e-mail address, tick Remember Password and press Next. 

4.8 Tick 'Do Not Download my e-mail at this Time' and press Finish. 

4.9 Windows Vista Mail is now setup to check your XLN e-mail address. 

[Back To Top] 


4. XLN Secure 

1. Go to the XLN website at www.xlntelecom.co.uk 

2. Login to “My Account” or register for My Account. 

3. Click on the “XLN Secure”. 

4. Click on “Get Licence” to reveal your XLN antivirus licence, then click on “Download”. 

5. Once you are finished downloading your XLN Antivirus, enter your key and follow the 

installation wizard. 


6. Then proceed to download your XLN Backup software 

7. Once you are finished downloading your XLN Antivirus, enter your key and follow the 

installation wizard. 

[Back To Top] 


5. Troubleshooting 

Dropping Connection 

If your broadband connection comes and goes, you may have an intermittent connection fault or 

it may be your equipment causing the problem. 

What to look for 

Before checking anything else, we need to know if your broadband signal is dropping. The easiest 

way to tell is to look at your router’s DSL light when the problem happens. 

If the DSL light flashes or goes out click here. 

If the DSL light stays on click here 

The DSL light flashes or goes out 

This means that the signal between your property and the BT telephone exchange is dropping. This 

can be caused by an external line fault or an issue with your cabling or equipment. 

If there is a fault then we will log a fault report for you and have it repaired as soon as possible, 

however, the following checks need to be performed first. 

Step 1 

Check your telephone line is working by lifting the receiver and listening for a dial tone. If you 

don't hear anything, report the problem to XLN either from My Account or by calling our 

telephone line Fault helpdesk on 0844 880 9000. 

Step 2 

Check for background noise on your telephone line 

If you can hear crackling or interference then there are 3 possible reasons: 

i. There is a faulty microfilter. Click here to navigate to our guide on checking microfilters. 

ii. There is a device connected to one of your sockets that is not running through a microfilter. 

Click here to navigate to our section on correct equipment setup. 

iii. You have a telephone line fault. 

Step 3 

Check your Microfilters 

Visit our section on correct equipment setup to ensure that all your devices connected to the 

telephone sockets are running through a microfilter. 

Step 4 

Check your cables and remove extensions 

Remove all extension cabling from your master socket. Click here for our section on how to test 

into the test socket within the master socket. 

Step 5 


Unplug everything from your master socket and all extension sockets in the premises. Then plug 

just your router into the master socket. If it still does not give you a solid DSL light then try with a 

different microfilter. 

If this fixes the problem, plug all your equipment back in as described in our Correct Equipment 

setup section. 

If this does not fix the problem continue to Step 6. 

Step 6 

Try a different router on the connection to ensure the router is not the problem. 

Additional Information 

Make a note of the times that your connection drops. Does it drop during bad weather, when the 

phone rings etc. 

Have you changed anything within your setup recently? 

Please note that cordless phones connected near the router may interfere with the connection. 

If you have done all of the above steps and this has not resolved your problem, click here 

contact our support team. 

to 

The DSL light stays on 

This can be one of the more difficult problems to spot, as it can be tricky to tell exactly what's 

happening. 

Check your router logs to see sure the connection to our network is being lost. Often problems like 

this will be actually be speed or data transfer related so follow those guides to see if they help. 

If the logs show that the connection IS dropping, then follow the checks detailed in section 2. It's 

very important to try a different router or modem here. Try to keep a log of the times that this 

happens to see if you can spot a pattern. 

Once you're happy that everything has been checked then contact our support team here. 


No Connection 

Please look at your router lights, depending on what the lights are doing is what diagnostic route 

we need to take. What are the lights doing? 

If you have no Lights on your router, it is either not powered up or it is broken. Ensure that the 

router is plugged in and turned on. If you still do not have any lights on your router after doing this 

you need to contact us if we supplied you your router or your router vendor for assistance in 

replacing the router. 

Power Light: On 

Ethernet Light: Off 

Broadband Light: Off 

Wireless: On or Off 

Internet Light: Off 

This would indicate that you do not have either your phone line or your Ethernet (network) cable 

connected to the router. Check your setup here to ensure everything is connected correctly. 

If your Setup is connected correctly and you still only have your power Light on, click here to 

navigate to our No Sync troubleshooting section. 






This would indicate that you do not have your phone line cable connected to the router. Check 

your setup here to ensure everything is connected correctly. 

If you still do not have a broadband light on your router after doing this, please continue with the 

following steps: 


Step 1 

Re-configure your router. If you require a step-by-step guide on how to do this please select your 

router model below to navigate to our guide on how to do this. The model number can be found 

on the bottom of the router. 

Thompson Speedtouch ST510 v6 - 1 Port Router Reconfiguration 

Thompson TG585 v7 – 4 Port Wireless Router Reconfiguration 

Step 2 

Locate your routers power button on the back of the router. Switch it to Off. 

Wait for 20 seconds and then switch the router back on. Wait for the router to fully restart - this 

can take up to two minutes. 

If you have done all of the above steps and this has not fixed the problem then contact our support 

team here 






The Internet light not being lit can vary from router to router but the generally because the 

broadband light is lit we know that there is a connection to the broadband equipment in your 

exchange, there just isn't an open connection to the Internet. This can be caused by a number of 

reasons. 

The first element to check is that your login details are correctly stored on the router. If you 

require a step-by-step guide on how to do this please select your router model below to navigate 

to our guide on how to do this. The model number can be found on the bottom of the router. 

Thompson Speedtouch ST510 v6 - 1 Port Router 

Thompson TG585 v7 – 4 Port Wireless Router 

You can find the settings for routers and links to manufacturer sites or contact details here if your 

router is not listed above. 

If the issue is not related to your username or password then the issue could be that your browser 

is either setup for a dial-up connection or an on-demand connection. Please follow these steps to 

ensure that a dialup or on demand connection type is not setup on your computer. 

Step 1 

Open your internet web page. 


Step 2 

Look for the tools option at the top of the page, and from the dropdown select “Internet Options” 

Step 3 

Now select the connections Tab. 

Step 4 

On this Tab under Dialup and Virtual Private Network Settings we have all the established dialup 

connections available. 

Highlight each connection individually and click on Remove. When prompted for a Warning 

message select OK. 

Just under the box where the connection icons were displayed, ensure the option “Never dial a 

connection” is selected. 


Once this has all been done, click Ok and the popup will close. You should be able to connect to 

the internet now. 

If you are still unable to connect to the internet, please contact our support team here for more 

troubleshooting help. 

DSL Light 

If the DSL light is on, continue reading below. If the DSL light is off, then click here to navigate to 

our No Sync section. 

The Internet light 

If the Internet light is ON, then you are connected to our network but something is stopping the 

data from getting through to you. Click here to troubleshoot for data transfer problems. 

If your internet light is OFF then you are not connecting to our network. Please click here to 

navigate to our section on Authentication problems. 


The DSL light is on but I can't connect 

You may be unable to connect for any one of several reasons. To fix the problem, work through 

the following steps until the problem is resolved. 

Step 1 

Restart your router 

Restarting your router can help to establish a more stable connection. To restart your router, take 

the following steps: 

a. Locate your routers power button on the back of the router. Switch it to Off. 

b. Wait for 20 seconds and then switch the router back on. Wait for the router to fully restart - 

this can take up to two minutes. 

c. Connect to the internet again to check if you can stay online 

Step 2 

Reset and re-configure your router 

Resetting your modem router will set it back to its original settings. Once it has been reset, you will 

need to re-configure it to connect to XLN broadband. 

Resetting your router 

To reset your router, take the following steps: 

a. If the router is not already on, switch it on. 

b. Locate the Reset pinhole button. This is usually found at the back of the router. 

c. Use a pin or pen to push the button, holding it in for a few seconds. 

d. The lights on the front of the router should go off and come back on, starting with the power 

light. 

Re-configuring your router 

Re-configure your router. If you require a step-by-step guide on how to do this please select your 

router model below to navigate to our guide on how to do this. The model number can be found 

on the bottom of the router. 



If you have done all of the above steps and this has not fixed the problem then contact our support 

team here . 


No Sync 

If the DSL light on your router is off, this is an indication that the router is not picking up the 

broadband signal from the exchange. Pease follow the steps below: 

Step 1 

Check that your broadband service is active. You can find your activation date in your XLN 

Activation letter. 

Step 2 

Ensure that the telephone cable (RJ11) supplied with the router is connected securely to your 

router. 

Step 3 

Connect the other end of the telephone cable (RJ11) into a microfilter and then plug the 

microfilter securely into your telephone master socket. 

Step 4 

If you need to use a telephone extension cable to connect your router to the phone line, try 

removing this extension cable and plug your RJ11 cable directly into the telephone master socket. 

Click here for more information about the master socket. 

Step 5 

Remove all other telephony devices, credit card machines or fax machines that are connected to 

your phone line and check if you can connect. If you can, one of your other devices may be causing 

the problem. 

Step 6 

Check if another device is interfering with the broadband signal. If electrical equipment is nearby - 

for example, a cordless telephone base station, central heating control, burglar alarm, television or 

Sky Digital - try moving the router further away to reduce interference. 

Once you're happy that everything has been checked then contact our support team here 


Authenticating issues 

Step 1 

Check your telephone line is working by lifting the receiver and listening for a dial tone. If you 

don't hear anything, report the problem to XLN either from My Account or by calling our 

telephone line Fault helpdesk. Click here for our details. 

Step 2 

Check for background noise on your telephone line 

If you can hear crackling or interference then there are 3 possible reasons: 

1. There is a faulty microfilter. Click here to navigate to our guide on checking microfilters. 

2. There is a device connected to one of your sockets that is not running through a microfilter. 

Click here to navigate to our section on correct equipment setup. 

3. You have a telephone line fault. 

Step 3 

Check your router settings 

Authentication Faults are often caused by incorrect router settings. 

If you use a router: 

Make sure it's set to use the following details: 

‣ Username: The username provided to you in your XLN Broadband activation letter. 

‣ Password: The password provided to you in your XLN Broadband activation letter. 

‣ Connection Type: PPPoA 

‣ VPI: 0 

‣ VCI: 38 

‣ Multiplexing: VC-MUX (or VC-BASED) 

If the settings are already correct, do a factory reset and configure the router again from scratch. 

Click here for instructions on how to do a factory reset of your router. 

Once you're happy that everything has been checked then contact our support team here. 


Data Transfer Problems 

Before we begin the troubleshooting process, you need to check a few things first. 

Do you have more than one computer connected to your network? 

If the answer is yes, then you need to check if the connection is working on the other 

computers/Mac’s before you continue. If your other computers/Mac’s are also having problems 

then the problem lies either with your local network or connection to our network. 

If your other computers are working, then the problem lies with the computer you're using. You 

will need to contact a local engineer or your computer/Mac vendor to get support. We cannot 

assist where the fault is with your equipment. 

What Operating System are you using? 

Windows 

1. Go to the Start Menu and click on Control Panel 

2. In the Control Panel, double click on Network Connections 

3. Here you'll see the current status of the connection between your router and computer. 

Above are examples of a connected icon, a disconnected icon and a disabled icon. 

If your network icon is disconnected and you got your router from us, then please choose which 

router we supply you with below to run through the equipment setup guide. 



If your connection shows as disabled, right click on it and choose enable. 

If it shows as connected, the next step is to see if your computer can talk to your router. 

Mac 

1. From the Apple menu, choose System Preferences. 

2. Choose Network - you'll find this under Internet and Network 

3. This step will differ depending on the version of OS X you use: 


• 10.4 Users: Choose Network Port Configurations from the Show Menu. 

• 10.5 Users: Click the Cog icon underneath the list of connections on the left and choose Set 

Service Order. 

4. Make sure your connection type is at the top of the list (drag it up with the mouse if you need 

to) and the box next to it is ticked, click Apply Now to return to the network screen. 

5. This step will differ depending on the version of OS X you use: 

• 10.4 Users: Choose your connection type from the Show list. On the screen that appears 

make sure Configure IPv4 is set to Using DHCP. If you have to change anything click Apply 

Now. 

• 10.5 Users: Click on your connection type from the left menu (it should be at the top) and 

click Advanced. On the screen that appears make sure Configure IPv4 is set to Using DHCP. 

If you've had to change anything click Apply Now. 

Testing the connection between your computer and your router 

Quite often your firewall or antivirus may be causing the problem. There are 2 ways to get around 

this. 

1. Restart your system in safe mode with networking. To do this shut down your computer and 

when you start it up again, as soon as you see the manufacturer’s logo appear hit the F8 

button. You will then get the option to select safe mode with networking. 


2. Disable your firewall and Antivirus for a few minutes. 

If by doing either of the above steps you are able to connect to the internet then it is your firewall 

or antivirus causing the problem. You will need to either look for the rule that is blocking you from 

connecting or contact your vendor to get them to assist you on what to do. 

If disabling your antivirus and firewall or starting in Safe mode with networking does not fix the 

problem, then please continue with the following steps: 

Step 1 

Open a web browser page. 

Step 2 

In your address bar type in your routers default gateway which is 192.168.1.254 for Thompson. 

If the router page loads, click here and if it does not load, click here. 

The router page loads 

This means that your computer is connected to your router. Now type the IP address for the BBC 

website into the address bar http://212.58.244.143 

• If the Website Loads then you have a problem with DNS. Please click here to troubleshoot 

DNS problems. 

• If the BBC Website does not load then try resetting your router. For instruction on how to 

do that click here to navigate to our section on how to do this. If after resetting your router 

this has not solved the problem, try with a different router that you know is working. 

If this still does not resolve your problem then click here to contact our support team to raise a 

Fault report ticket. 

The router page does not load 

This means that there is a problem with your computer talking to your router. The computer can 

see the router, but is not being able to transfer data to it. 

This will either be a problem with your router or your computers software. If you have ensured 

your firewall and antivirus are turned off please try resetting your router. Click here to navigate to 

the section that explains how to do this. 

If resetting the router does not resolve the issue, please try using a different router you know is 

working. 

If after trying with a different router, this has not resolved the problem, then please contact our 

support team here to raise a fault report ticket. 


DNS Problems 

To resolve your DNS problems, please select if you are Windows or a MAC. 

Windows 

MAC OS 

Windows 

Step 1 

Go to the Start Menu and click on Control Panel 

Step 2 

In the Control Panel, double click on Network Connections 

Step 3 

Now right click on “Local Area Connection” and select “Properties” 

Step 4 

Double click on “Internet Protocol (TCP/IP) 

Step 5 


Ensure “Use the following DNS Server address” is selected and depending on your username enter 

the following Details: 

If your username contains @xln.broadband 

Preferred DNS server: 85.189.102.5 

Alternative DNS server: 85.189.39.5 

If your username contains @xlnbb or @xln 



OR 



OR 



Mac 

OS X Leopard 

1. Go to System Preferences. 


2. Click on Network. 

3. Select Built In Ethernet or Airport (depending on if you use a wireless connection) and then 

click Advanced. 

4. Select the DNS tab and add 62.24.128.17 and 62.24.128.18 to the list of DNS servers. Click OK. 


OS X Tiger 

1. Select System Preferences from the Apple menu. 

2. Click Network from the Internet & Network row. 


3. Click the Configure button at the bottom of the screen. Your default connection method (Builtin 

Ethernet, for example) will be highlighted. You may repeat this step and the following step 

for your alternate connection methods (AirPort, for example). 

4. Type in the 62.24.128.17 and 62.24.128.18 addresses in the DNS Servers field, and then click 

Apply Now. 


Broadband FAQ’s 

1. What is a Broadband Service? 

2. What is ADSL? 

3. How fast is ADSL compared to normal dial-up? 

4. What are the benefits of ADSL? 

5. Do I need a separate line for ADSL? 

6. Can I use both phone and ADSL together? 

7. What is a splitter? Do I need one? 

8. What is download/upload? 

9. Why are the download/upload rates different? 

10. How do I connect to ADSL? 

11. How do I install ADSL? 

12. How long does it take to install? 

13. Do I need any software for the installation? 

14. What is an IP address? 

15. Why would one need a static IP address? 

16. What happens if I move location? 

17. How do I choose the tariff that is right for me? 

18. Can the helpdesk help solve problems with my own computer/ hardware? 

19. Do I need any extra equipment when upgrading to a faster speed package? 

20. I want to connect more than one computer to my Broadband line to share my internet 

connection. How do I do this? 

21. What is contention or a contention ratio? 

22. Why is there a fair usage policy on XLN? 

23. What is a firewall, should I have one? 

24. What is NAT (Network Address Translation/Translator)? 

25. Where can I get help about XLN Broadband service? 

26. Can I use my own router? 

27. What kind of PC do I need to run ADSL? 

28. Do I get the optimum speed from day one of broadband activation? 

29. What does up to 8 Mbps speed mean? Isn’t it fixed? 

30. If I am already signed up with a different provider, how soon can I get my broadband 

connection transferred to XLN? 

31. Does XLN provide any security software with the broadband package? Does it come free? 

32. Can I use XLN Secure on all the PCs/Laptops connected in network? 

33. What is WPA? 

34. Which versions of Windows support WPA? 

35. What is WPA2? 

36. Which versions of Windows support WPA2? 

37. What is wireless auto configuration? 

38. What does it mean when Windows shows that I am connected to the wireless network? 

39. Why is it that I get connected to a wireless network, but keep getting disconnected after three 

minutes? 

[Back To Top] 

1. What is a Broadband Service? 

Broadband refers to a connection that has capacity to transmit large amount of data at high 

speed. A connection with download speeds of 256 kbps or more is classified as broadband. 

Broadband-Internet connections allows surfing or downloading much faster than a dial-up or 

any other narrowband connections. XLN offers up to 8 Mbps download speed for its 


Broadband connections. We have now migrated all of our broadband connections onto a Next 

Generation Network (NGN). 

[Back To Top] 

2. What is ADSL? 

ADSL stands for Asymmetric Digital Subscriber Line. It is technology that allows copper 

telephone pairs to be used to provide a broadband connection. It provides an ‘always-on’ 

Internet connection that is automatically established once the PC and ADSL modem/router are 

switched on. 

[Back To Top] 

3. How fast is ADSL compared to normal dial-up? 

On an 8 Mbps broadband connection you will receive a download speed 140 times faster than 

that of a dial-up connection. 

4. What are the benefits of ADSL? 

• Faster downloads of Up to 140 times faster than dial-up connection 

• Always on connection o Telephone and Internet access can be used together 

• No telephone call charges 

• Cost effective way to access Internet 

• A host of free content on the web can be downloaded faster 

[Back To Top] 

[Back To Top] 

5. Do I need a separate line for ADSL? 

No. ADSL can run on your existing landline provided that your line is capable of supporting 

ADSL and there are no incompatible products or services already on your line. 

[Back To Top] 

6. Can I use both phone and ADSL together? 

Yes. ADSL uses a different set of frequencies to transfer data, it does not interfere with voice 

telephone calls. You can also use Credit Card machines, fax machines, an answering machine, and 

other EMI devices in parallel. If you use the line for both data and voice you will need a microfilter. 

[Back To Top] 

7. What is a Microfilter? And do I need one? 

If your business uses the same line for voice and data then you need to separate out these 

signals by using a filter. The filter has one output for your telephone and one or more for the 

ADSL router, which connects to your computer. You can use multiple devices like a fax 

machine, credit card machines, and other devices such as Inter-flora services in parallel. 

[Back To Top] 

8. What is download/upload? 

When the information flows from a web-page or a site to your PC you are “downloading”. 

When you send information e.g. request for a web-page, you are “uploading” 

[Back To Top] 

9. Why are the download/upload rates different? 

ADSL is an asymmetric technology with different rates in “download” and “upload” directions. 

This is because we download (browsing, downloading clips, music etc) much more than we 

upload. 

[Back To Top] 


10. How do I connect to ADSL? 

To connect to ADSL you need an ADSL2+ Router. On your PC/Mac, you should have an 

Ethernet port with RJ45 socket. ADSL2+ routers have Ethernet ports through which you can 

connect it to your PC/Mac using an Ethernet cable/LAN cable. 

[Back To Top] 

11. How do I install ADSL? 

Once your connection has been activated, you need an ADSL2+ router. If you already have a 

router, you will need the username and password provided by XLN and follow the instructions 

provided by your router manufacturer. You can also purchase a router from us, which is preconfigured. 

A single port wired router costs £35 + VAT and a 4-port wireless router costs £55 + VAT. 

[Back To Top] 

12. How long does it take to install? 

Once we receive your order, XLN will do the required line checks and from there it takes 

around 14 working days for the service to be enabled. We send you the relevant 

documentation you need to get started. 

[Back To Top] 

13. Do I need any software for the installation? 

No. Most routers come with in-built software, which doesn’t require installation. If you are 

purchasing a router from us, it is pre-configured and does not require any software for 

installation. You will receive an easy to follow setup guide, which will help you in setting up 

tour equipment inside your premises. 

[Back To Top] 

14. What is an IP address? 

Every internet connection is automatically allocated an IP (Internet Protocol) address to 

identify it to the outside world. Similar to how your home or business premises has an address 

so the postman can find you. There are two types of IP addresses, dynamic and static. 

Dynamic IP changes from session to session while static always remains same. 

[Back To Top] 

15. Why would one need a static IP address? 

A static IP address may be required for certain services or applications you use. These typically 

include: 1.Running your own mail server ; VPN (virtual private network) implementations 

require one or both sides of the VPN to have a static IP address;; connecting to your company 

network through their firewall or and using CCTV so you can view it remotely. 

[Back To Top] 

16. What happens if I move location? 

ADSL connection can be moved to any location on your XLN landline. Typical time to move to 

an alternative location is 21 working days. There is a charge of £51.99 + VAT to move the 

broadband. 

[Back To Top] 

17. How do I choose the tariff that is right for me? 

We have two broadband packages depending upon your needs. If you already have a 

telephone line with us, you can opt for following packages: 

• Total Business - £24.95 + VAT 

o Broadband 

o Phone line 

o Free calls to local and national numbers 

• Premium Broadband – £19.99 + VAT 

o Broadband 

o XLN Antivirus 


o XLN Firewall 

o XLN Anit-Spam 

o XLN Backup 

[Back To Top] 

18. Can the helpdesk help solve problems with my own computer/hardware? 

No. Our service team are there to help you with queries relating to your Broadband service 

and any hardware/software we provide. 

We have a technical support team that can assist you with routers of any make where they are 

not provided by us however, problems related to your PC do not come under our support 

boundaries, and you may be advised to contact your PC/Mac vendor depending upon the 

problem. 

[Back To Top] 

19. Do I need any extra equipment when upgrading to a faster speed package? 

If you purchased a router from us, you will be able to use this. We always recommend ADSL2+ 

compatible routers of any make. 

[Back To Top] 

20. I want to connect more than one computer to my Broadband line to share my internet 

connection. How do I do this? 

Yes, you can easily connect more than one PC/Laptop. All the users will share the bandwidth 

allocated to you. As the number of PC/Laptop increases, it may affect the speed you get. 

[Back To Top] 

21. What is contention or a contention ratio? 

All ADSL services are contended (shared). A contention rate of 50:1 means for every 1Mbps 

connection there are 50 users connected to it. 

[Back To Top] 

22. Why is there a fair usage policy on XLN? 

XLN aims to provide fast, reliable service to all the broadband customers. Some customers 

abuse their internet connection which means slower speeds for customers using the 

connection for legitimate business purposes. Therefore we continually monitor bandwidth 

usage on our network. When a user is using a disproportionately higher amount of bandwidth 

than the rest of our customer base we will write and advise them. If users still do not reduce 

their usage, we can restrict the amount of bandwidth they can use. 

[Back To Top] 

23. What is a firewall, should I have one? 

A firewall is a system designed to prevent unauthorized access to or from a private 

computer/network. It is highly recommended that all devices connected to the internet 

should have a firewall to protect their computer/network. 

[Back To Top] 

24. What is NAT (Network Address Translation/Translator)? 

NAT stands for Network Address Translation/Network Address Translator. Each computer 

connected to the Internet needs to have a unique IP address. To use the global IP addresses 

more efficiently, computers belonging to a business can have “local” addresses. NAT would 

then allow connecting multiple “local” computers to the Internet using one IP address. Each 

NAT has a ‘table’ of local IP addresses and globally unique addresses by which the NAT box can 

translate the local IP addresses to global address and vice versa. 

[Back To Top] 

25. Where can I get help about XLN Broadband service? 

You can call out our support number 0844 880 9000. Our opening hours are from 8 AM to 6 

PM, Monday to Friday, and 9 AM to 5 PM on Saturdays. 


[Back To Top] 

26. Can I use my own router? 

Most routers provided by ISPs as a part of package are locked for any technical change in 

configuration. Routers provided by BT, Tiscali, TalkTalk, Sky and other ISPs. Please call your 

previous supplier to enquire if your modem or router is locked. Our Technical Support team 

can help you with the installation. 

[Back To Top] 

27. What kind of PC do I need to run ADSL? 

Most present day configuration PCs will run ADSL. The following minimum configuration is, 

however, recommended: 

• Processor 200 MHz (or better) 

• Operating System Windows 98SE (or higher) 

• RAM (memory) 512 MB RAM minimum 

• Free Disk Space 125MB 

• SVGA monitor 

• CD-ROM Drive 

• Network Interface Card(NIC) with 10/100 Mbps Ethernet port with RJ45 socket 

• Apple Mac PCs (version 8.0 onwards) are compatible with our broadband connection. For 

any sort of technical assistance, you can call our technical team on 08448809000. 

[Back To Top] 

28. Do I get the optimum speed from day one of broadband activation? 

Once you Broadband is activated, it takes 10 days for the speed and the connection to 

stabilize at your local exchange. During this time, you will notice the speed of the broadband 

fluctuating. Once the stabilization period is over, the speed settles down, and gets to the 

maximum possible through your exchange. Maximum speed provided by XLN is up to 8 Mbps. 

[Back To Top] 

29. What does up to 8 Mbps speed mean? Isn’t it fixed? 

Speed of the broadband connection is measured in Mbps (Mega bits per second). This is the 

unit of data transfer, which equals to 1,000,000 bits per second. The actual speed which you 

get depends on the distance from the local exchange, line compatibility, quality, and the total 

number of users on that particular exchange. Generally, speeds will vary during peak hours. 

[Back To Top] 

30. If I am already signed up with a different provider, how soon can I get my broadband 

connection transferred to XLN? 

You need to ask your current ISP for a MAC (Migration Authorization Code). A MAC is a 

sequence of alphanumeric characters used to get the broadband connection transferred 

without interrupting the existing connection. Once you get a MAC, call our broadband 

department. Once the order is processed, it will take 14 Working days to get your line 

activated with XLN Broadband. 

[Back To Top] 

31. Does XLN provide any security software with the broadband package? Does it come free? 

Yes, XLN provides a complete security suite called XLN Secure. It includes Antivirus, Firewall, 

Anti Spyware, Online Backup Facility, Abuse Control and Spam Control. This software has been 

provided in collaboration with F-Secure, which are recipient of numerous consumer awards 

for service. It comes Free with our Premium Broadband Package, and for other packages, 

there is an additional charge of £ 3.95 + VAT per month. 

[Back To Top] 

32. Can I use XLN Secure on all the PCs/Laptops connected in network? 


For every connection, we generate a license key for one PC/Laptop only. If you want to use it 

for more than one PC/Laptop, you need to purchase additional license keys by calling our 

Broadband Team. 

[Back To Top] 

33. What is WPA? 

WPA is WI-FI Protected Access. This is a protocol to secure your wireless network so only you 

can use it. This protocol was created in response to several serious weaknesses researchers 

had found in the previous system, Wired Equivalent Privacy (WEP). 

[Back To Top] 

34. Which versions of Windows support WPA? 

Configuration of WPA authentication option is supported on Windows Vista, Windows Server 

2008, Windows XP (with either Windows XP Service Pack 2 or Windows XP Service Pack 1 and 

the Wireless Update Rollup Package for Windows XP), Windows Server 2003 Service Pack 2, 

and Windows Server 2003 Service Pack 1. Check with your wireless adapter manufacturer for 

wireless client software that supports WPA for previous versions of Windows. 

[Back To Top] 

35. What is WPA2? 

Wi-Fi Protected Access 2 (WPA2) is a product certification available through the Wi-Fi Alliance 

that certifies wireless equipment as being compatible with the 802.11i standard. The goal of 

WPA2 certification is to support the additional mandatory security features of the 802.11i 

standard that are not already included for products that support WPA. 

[Back To Top] 

36. Which versions of Windows support WPA2? 

Configuration of WPA2 authentication options are supported in Windows Vista, Windows 

Server 2008, Windows XP with Service Pack 2 when the Wireless Client Update for Windows 

XP with Service Pack 2 is installed, and Windows Server 2003 Service Pack 2. Check with your 

wireless adapter manufacturer for wireless client software that supports WPA2 for previous 

versions of Windows. 

[Back To Top] 

37. What is wireless auto configuration? 

Wireless auto configuration is the feature of Windows Vista, Windows Server 2008, Windows 

XP, and Windows Server 2003 that allows Windows to detect the available wireless networks 

and automatically connect to the preferred wireless network. Wireless auto configuration is 

enabled by the Wireless Zero Configuration service in Windows XP, the Wireless Configuration 

service in Windows Server 2003, and the WLAN AutoConfig service in Windows Vista and 

Windows Server 2008. 

[Back To Top] 

38. What does it mean when Windows shows that I am connected to the wireless network? 

When Windows XP has no service packs installed, Windows XP with Service Pack 1, and 

Windows Server 2003 displays a connected state, it means that you have created an 

association with a wireless Access Point. The association is the result of a negotiation with the 

wireless Access Point to use one of its available connections. However, a successful wireless 

connection also needs to perform an authentication process, determine encryption keys, and 

obtain an Internet Protocol (IP) address using the Dynamic Host Configuration Protocol 

(DHCP). When Windows XP with Service Pack 2 or Windows Server 2003 with Service Pack 1 

displays a connected state, the wireless client computer has associated, authenticated, and 

received a valid IP address configuration. 

[Back To Top] 

39. Why is it that I get connected to a wireless network, but keep getting disconnected after 

three minutes? 


When connecting to a wireless network that does not require any encryption or that requires 

you to manually type a network key for encryption, make sure you clear the Enable 802.1X on 

this connection check box on the Authentication tab of either: 

• The wireless network connection in Windows XP with no service packs installed (obtain the 

properties of the wireless network connection in the Network Connections folder). 

• The wireless network in Windows XP Service Pack 1, Windows XP Service Pack 2, and 

Windows Server 2003 (obtain the properties of a new or preferred wireless network on the 

Wireless Networks tab from the properties of the wireless network connection in the 

Network Connections folder). 

[Back To Top] 


7. Contact Us 

Physical Address: 

The Brewery Building 

69 Bondway 

Vauxhall 

London 

SW8 1SQ 

Telephone: 

0844 880 9000 (8am - 6pm) 

0844 225 9287 (6pm - Midnight) 

E-mail: 

Broadband Technical: 

Broadband Customer Service: 

bbtechnical@telecom-service.co.uk 

bbservice@telecom-service.co.uk 

Fax: 

0207 793 5549

Broadband Setup & Troubleshooting Guide - XLN Telecom

Create successful ePaper yourself

Delete template?

Save as template?