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FTTC Troubleshooting

If your FTTC service is experiencing service interruption, there are some basic checks that can be completed which can immediately rectify issues.

Firstly, reboot your router. This will force the router to drop any connected session and re-authenticate at the optimum sync speeds available. This may resolve packet loss issues or loss of connectivity altogether.

If the problems persist after the reboot, please follow the below checks:

  • Please check that all cables are securely plugged in to both the filter and the router
  • Please check that the filter is securely plugged into the BT socket
  • Please check that lights are visible on the router (therefore ensuring the router is receiving power)

If the FTTC service is not provided by Inclarity:
Please raise a ticket with your Internet Service Provider who should offer next step guidance.

If the FTTC service is provided by Inclarity:
Once all checks are complete, please log a ticket with Customer Services. Inclarity will then speak with Zen Internet to run intrusive testing on the line and try to find any issues that may be causing the problems experienced. It is possible that Customer Services will request further on-site checks to be performed. These checks are detailed below:

NB: If you currently have service (even if it is slow/dropping), any of the below actions will cause connectivity to drop completely

Replace the filter: Remove the filter from the BT socket and the RJ-11 cable from the filter and reconnect the cabling into a new filter. This may not be possible if the newer sockets are being used as the filter is actually a faceplate. If this is the case, please refer to the below instructions

Replace the RJ-11 cable: Remove the RJ-11 cable from the router and the filter and replace the cable

Place the filter into the test socket: With modern BT sockets (also known as NTE5), there is a removable faceplate on the socket. Behind this faceplate sits another socket, known as the test socket. By placing the filter directly into this socket, it eliminates the internal circuitry of the faceplate and any extensions that may have been wired in. An attachment is at the bottom of this page (entitled Test Socket.jpg) showing how to remove this, and when not to remove the faceplate also.

NB: If you have the newer socket, you may need to remove several faceplates to reach the test socket. The new socket involves several additional faceplates on top of the NTE-5. A good link to look at the breakdown of the socket can be found here

Check for dial tone: If the internet service is completely off, please place an analogue phone into the phone socket on the filter and check listen for dial tone. If dial tone is heard, please inform Inclarity. If dial tone is not heard, please remove the ADSL filter and place the analogue phone into the BT socket directly. If still no dial tone is heard, please place the analogue phone directly into the test socket (please refer to this external link to local the test socket) and listen again. If no dial tone is still heard, this is a line fault.

Run a Quiet Line Test: If there is noise on the line, this can cause interruption to service. Any type of noise can be problematic on an ADSL line. In order to test for this, please remove the ADSL filter from the socket, remove the faceplate (if possible) and place a corded analogue phone directly into the socket. Dial 17070 and press option 2. The line should go completely silent, at which point, please listen very carefully for any pops, hums, whistles, clicks... any noise at all. If any noise is heard at all, please make Inclarity aware of this as this is deemed a line fault.

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