Broadband Troubleshooting: Authentication Problems

Here we'll show you what to do if you can't connect to broadband and your DSL light is ON and Internet light is OFF. This means that although you're connected to the telephone exchange, you can't connect to our network.

Before reporting the problem you should go through the checks mentioned below.

1. Why do I need to do this?
2. Check your equipment & settings
3. Report the problem
4. I'm connected but my broadband is slow?

1. Why do I need to do this?

If we raise a fault to our supplier and an engineer finds that it's caused by something within your control (like your equipment or settings), you'll be charged for the callout. We'd rather that didn't happen and we're sure you feel the same way.

2. Check your equipment & settings

Make sure your telephone line is working

You'll see problems with your broadband if the telephone line isn't working properly. Pick up a telephone handset and check for a dial tone:

• If the line sounds clear and you can hear a dial tone, go to Check your settings
• If the line is noisy or you can't hear a dial tone you should report the problem to your telephone provider - if that's us, go to the Telephone Troubleshooting Guide

Check your settings

First make sure your connection username and password are entered correctly:

• Username: username@plusdsl.net - This is your Broadband Username, as shown in your welcome email
• Password: This is the password you use to log in to this website

If you're using a router, make sure it's using the following settings:

• Connection Type: PPPoA
• VPI: 0
• VCI: 38
• Multiplexing: VC-MUX (or VC-BASED)

Try a different router/modem

If possible, try a different router or modem on your line.

• If this fixes the problem: Your hardware is faulty and needs replacing, if you got it from us in the last 12 months, contact us for a replacement
• If the problem continues: This rules out your hardware as the cause of the problem, go to Report a fault

3. Report a fault

If you've tried the suggestions on this page and you still can't connect, report the fault to our Support Team, either by calling us, or online via the Broadband Fault Checker.

4. I'm connected but my broadband is slow?

Don't worry, it's normal to see a temporary drop in speed after a broadband fault is fixed. It can take up to three days before your speeds return to normal. See About High-Speed Broadband for more on this.

If your speeds don't increase after 2-3 days, take a look at our Slow Speeds guide.

This page last updated 22nd February 2010