Broadband Troubleshooting Guide - XLN Telecom

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.
Thompson Speedtouch ST510 v6 ‐ 1 Port Router reconfiguration
Thompson TG585 v7 – 4 Port Wireless Router reconfiguration
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:
Broadband Troubleshooting Help 55 XLN Telecom Ltd