Intermittent Connection

If you are experiencing an intermittent connection please follow the step below to resolve.

1. Are you experiencing any problems with your telecoms services?

- Yes- you may have a telecoms fault- click here  for more information

- No- please proceed to step 2.

2. Confirm the equipment is setup correctly as per the quick start guide

3. Connect to the master socket

- Your broadband equipment should always be connected to the master socket. Connecting through an extension cable reduces the quality of the broadband signal received and can consequently result in poor/no connectivity.
- The master socket is typically located near the front of the building where the phone line enters. The most recent sockets installed by BT Openreach consist of a square white faceplate split into two panels. The top panel which covers roughly 1/3 of the area is fixed in place and frequently shows a BT Openreach logo. The bottom panel is removable and is held in place by two screws

4. Connect to the test socket

- If you have a socket that looks like the master socket above then you should also have a test socket. This is a socket which connects directly into the phone line bypassing any internal wiring and is a useful tool in diagnosing the cause of a fault. To access the test socket, unscrew the two screws located on the bottom panel of the face plate. You should then be able to remove the bottom panel, be careful when doing this as any extensions will be wired directly to the face plate. You should now see the test socket located in the bottom right hand corner. Try connecting the filter directly into this socket.

5. Change the micro filters

- A micro filter is plugged directly into the phone socket and separates the broadband and telephone signals. A faulty micro filter can result in interference on telephone calls or poor/ no broadband connectivity. Consequently, a micro filter should be used on all sockets for the telephone number we provide your broadband on. Any other equipment can then be connected directly into the filter. Example of services that require filtering include: fax machines, Sky TV, telephones and PDQ machines. If the dsl light is off/ flashing, check all sockets are filtered correctly and also try replacing any to confirm a faulty filter isn’t the cause of the problem.

 

 


6. Change the RJ11 cable

- The RJ11 cable is the black/ grey cable which connects the modem to the filter.  A faulty cable can result in poor/ no connectivity.

7. Connect via an ethernet cable/ change the ethernet cable

- If you connect to the broadband wirelessly then there are a number of variables that can result in intermittent connection.
-  These include interference from other electrical devices, the strength of the wireless signal and distance from the router. 
-  Connecting via an ethernet cable will eliminate these variables and typically a hard wired connection will be considerably more stable than a wireless one.
- If you already connect to the broadband supply with an ethernet cable then it may be worth replacing this, as cables can develop faults, resulting in a poor connection.

8. Disconnect any other equipment

- Other equipment/ electrical devices connected to the same line or located in close proximity to you router/ modem can result in interference and an unstable connection.  Try disconnecting any equipment to isolate the cause of the intermittent connection

9. Try connecting using another device

- An alternate device (computer/ Smartphone etc) should be used to confirm if the equipment previously used is the cause of the intermittency experienced. 

10. Replace the router

- As with all electrical equipment, routers/ modems can deteriorate with time.  An alternate router/modem should be used to confirm if the equipment previously used is the cause of the problem. 


If after completing the checks above you are still experiencing an intermittent connection please contact Unicom customer services on 0161 946 4444 for further assistance.