If you experience a potential broadband fault, first line trouble shooting procedures are always required. Trouble shooting helps both the ISP and the customer to diagnose the fault, whether this is the customer's equipment on site or a line/exchange issue.

If you broadband connection goes down the following checks have been listed below:
 
- The router has sync (a CD or DSL light), this will confirm that the router has connectivity to the exchange.
- The Router has a PPP light; this will indicate whether the router has authentication on our network.
- If ADSL, micro filters will need to be swapped as these can degrade in time.
- The cable between the router and BT socket has been swapped.
- The router has been plugged into the tests socket (the test socket can be located behind the BT faceplate once the screws on the front have been removed).
- Extension leads are no longer than 10 meters long.

When encountering a broadband fault most business will want their connection back up as soon as possible. By trouble shooting the connection with the steps above before you call fusion, you will be saving time running through these checks with the engineer you speak to on the phone.

Carrying out these first line checks will also determine whether the broadband fault is due to an issue with the onsite equipment or a fault with the line.

The suspected fault can then be progressed through Fusion and/or our wholesale partners.

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