TitanADSL FAQ - The Future Of Broadband Starts Here

FAQ TitanADSL MAX Broadband Products

Tel Support: 01332 412 180

Required Equipment

1. ADSL microfilter/splitter or ADSL Faceplate
2. ADSL cable
3. ADSL router with power supply
4. RJ45 ethernet cable
5. BT provisioned ADSL line

Fitting Micro Filters

Ensuring the microfilter(s) are installed correctly is very important as failing to do so will disrupt the connection. Please see the following check points when installing microfilters:

1. Any item that connects to the phone line must go through a microfilter, eg. Fax Machine, Sky TV Box, Telephones, Analogue dialup modems.
2. If an extension cable is used from the BT phone socket to the router, then the microfilter must be fitted at the router end of the extension and NOT the BT wall socket end.

Connecting the Router

1. Connect microfilter into BT wall socket.
2. Connect ADSL cable into the 'ADSL' connector on the microfilter, and then connect the other end of the ADSL cable into the 'ADSL' connector on the rear of the ADSL Router.
3. Connect the RJ45 Ethernet Cable into one of the 'LAN' ports on the rear of the ADSL Router and then the subsequent end of the RJ45 Ethernet cable into the Ethernet Card on your PC.
4. Connect the Router power supply into the rear of the router and then into the AC mains power outlet in your premises.

Router Settings

The following are the basic settings required by most routers to establish a connection:

· VCI: 38

· VPI: 0

· Encapsulation: PPPoA VCMUX

· Authentication: CHAP

· MTU: 1492

· Primary DNS: 195.74.102.146

· Secondary DNS: 195.74.102.147

If you have any other options or settings available try leaving them at the default and connecting. Should this fail please contact support@titanadsl.co.uk

No - Nat Configuration

When setting up an NO-NAT (sometimes called routed IP) connection please ensure you do the following:

1. You have a NO-NAT compatible router

2. NAT is disabled on the router

3. DHCP is disabled on the router

4. Make sure the WAN and LAN IP addresses are the same and the first IP address in your range as stated on the Partner Site.

5. Make sure that the subnet mask is also the same for both the WAN and LAN on the router. For NO-NAT8 the subnet mask would be 255.255.255.248, or for an NO-NAT16 the subnet mask will be 255.255.255.240

6. For all machines that connect to the router will need to be statically assigned an IP address from the NO-NAT range. With a NO-NAT8 you will have 5 usable IP addresses after the router IP. You must also ensure that the subnet mask entered statically on the PC matches the subnet mask entered into the router in point 5 above.

Using NO-NAT connection in conjunction with a larger internal network

If you require a number of servers on your network with real world IP addresses from your NO-NAT range, but still requiring a larger number of workstation on a separate internal IP range, then a second gateway will be required on your network. This can take the form of a second router or a gateway server with two network cards.

Trouble Shooting

Before proceeding with any specific fault diagnostics please conduct the following and then retest:

1. Disconnect all items from the phone line expect the ADSL router.

2. Change the microfilter connected to the ADSL router.

3. Ensure the router is connected to the master BT phone socket in the premises.

4. If possible try an alternative router/modem if available.

The ADSL (SYNC) light is flashing on the router

This generally points directly to a BT line problem. If all of the general points above have been checked then please call/email the support desk for a One Shot line test.

The ADSL (SYNC) light is solid but the router is unable to connect

The most common causes of this fault are:

· Fault with Router configuration

· Fault with BT's network configuration

· Fault with EntaNet's radius configuration

· Account suspended for non-payment

To check the BT network configuration change the Routers ADSL/PPP login details to the following:

Username: bt_test@startup_domain
Password: 123

This username will connect the user directly to BT's RAS server and eliminate EntaNet out of the equation. If the user cannot connect with this username then there is a BT fault and you will need to report this to the Support Desk.

If the user can connect to this username then you will need to test if the BT provision is setup correctly and that BT's network configuration matches the line provision. This can be done by changing the Router ADSL/PPP login details to the following:

Username: bt_test_user@adsllogin.co.uk
Password: 123

If this username will not connect then please report the fault to the Support Desk for a One Shot test to determine if there is a BT line fault or a router configuration fault.
If this username will connect, try the user's original username and password again. It has been known for new connections not to work straight out the box and require a login with a BT test account beforehand.
If the above two BT usernames connect and provide the router with an IP address then the problem lies with EntaNet, so please contact the Support Desk for assistance. 01332 412 180 support@titanadsl.co.uk

The Router is logged in and connected but the user cannot access the web pages

This type of fault is normally caused by one of the following:

· Incorrect router configuration

· Incorrect IP setting on PC

· DNS Problem

· Very poor line quality

The best way to eliminate the first two of these points is to return the network to basic settings as described below.

· Connect only 1 PC to the router and remove any other connecting devices such a switches or other workstations/servers. Also make sure that all firewall software is disabled.

· Make sure the PC is set to obtain an IP address and DNS addresses automatically in the TCP/IP setting for the network adaptor used to connect to the router.

· Make sure NAT and DHCP are enabled on the router.

· Reboot the Router and then the PC.

· After reboot check that the router has given the PC an IP address and default gateway, this can be checked by entering the command 'ipconfig' from the DOS command line. The default gateway will be the IP address of the router.

· If the problem still remains then please continue to check the following.

DNS Problem
To eliminate a DNS problem please take the following steps

Open a DOS command prompt, from Windows XP and 2000 Machines this can be done by selecting the 'run' option from the start menu, and entering 'cmd' and clicking 'ok'.
You then need to attempt to ping our web site to test the domain name resolution, this can be done by entering the following into the DOS command prompt and pressing enter.

ping www.enta.net

If you get the response 'Reply from 81.31.101.50' four times then your connection is working as normal. If you get a message similar to 'host not found' then please try to ping the IP address of our web server, 81.31.101.50. This can be done by entering the following into the DOS command prompt and pressing enter.

ping 81.31.101.50

If you get a request timed out response then there is a fundamental problem with the connection, if you have checked through points 1 and 2 mentioned above then please contact the Support Desk for further assistance.
If you get four replies from this IP address then the connection is working but you have a DNS problem. This can be resolved by entering the following DNS servers into your TCP/IP configuration for your PC network adapter:

Primary DNS: 195.74.102.146
Secondary DNS: 195.74.102.147

Connection is running slow

The most common cause of a slow connection is that the connection may have been flooded by either a virus or too much network activity. The best way to test the connection for slow speed and to rule out any network problems is to conduct to a BT speed test. This will involve changing the Router ADSL/PPP login details to the following:

Username: speedtest@speedtest_domain
Password: 123

The purpose of doing this is so that all Internet traffic will be blocked with the exception of the BT speed test web page, also by conducting the BT speed test this will save the results on BT's system to examine in the event of fault been logged. Once connected with the above username please navigate to following URL:

URL: http://speedtester.bt.com

If you have entered DNS manually, please change the DNS servers to the following BT DNS servers:

194.74.65.69
217.35.209.180

If you still experience a problem accessing the speedtest web site, please try the following IP address in the web browser: http://217.35.209.142 or http://217.32.105.42

The speed test will ask you to enter the ADSL line number.

If the speed test records a speed slower that you would expect then report the problem to the Support Desk, but if the speed results are as normal then there is an problem with your internal network.

Cannot view certain web pages

Generally the most common cause of this issue would be the MTU setting. To correct this please ensure that the MTU value on your router is set to 1492.

If this does not resolve the problem then it will be necessary for you to change the MTU directly on your PC. For windows users a tool to do this can be found at the following URL:

http://www.dslreports.com/drtcp

Download this tool and change the MTU to 1492 on the required network adapter. If this does not resolve your problem then please contact the Support Desk. 01332 412 180 support@titanadsl.co.uk