Broadband Troubleshooting Guide - XLN Telecom

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.
Broadband Troubleshooting Help 54 XLN Telecom Ltd