Broadband Setup & Troubleshooting Guide - XLN Telecom

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
Broadband Troubleshooting Help 46 XLN Telecom Ltd