Broadband Troubleshooting Guide - XLN Telecom

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
Power Light: On
Ethernet Light: Off
Broadband Light: Off
Wireless: On or Off
Internet Light: Off
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.
Broadband Troubleshooting Help 49 XLN Telecom Ltd