If your broadband ADSL connection isn't working, there are a number of things you should try before calling for support dek. We've written this guide to help you out with "complete" service dropouts - for if you're not able to get to any website or check your e-mail. These suggestions will get you back online in many circumstances - and if you need to call, it will save time because we will generally ask you to go through them anyway.

Seeing as it's a little hard to follow an online guide when you can't visit any websites (!), you can print this out as a "cheat sheet" to get you up and running again - click the printer icon up in the top right-hand corner to get a printer-friendly version of this page.

Go through the following steps in order:

The easiest and most effective troubleshooting step. What we mean by "powercycle" is turning everything off at the wall -- modem, router (if you have one) and computer. Leave it off for a minute and then turn everything back on. Wait a few minutes for everything to start up, then check to see if you can browse websites or download your e-mail.

Loose or damaged cables are a common cause for problems with broadband ADSL, and can be easy to miss. Check that all cables connecting your modem to your computer and phone line are in good condition and plugged in properly. Here's a picture you can use as a reference - remember that this is a general guide, so your setup may look a little different:

Your modems' lights indicate what the modem is doing, and will generally let you know if there's a problem. Check your modems' manual to be sure, but here are some pointers of what to look for (this is a general guide, so some of these may not be on your modem):

Power or PWR light:

Shows that the modem has power. Should generally always be on solid. In some rare cases if this is flashing, your modem may be faulty - check with the modem manufacturer.

Status, SYS or RDY light:

Indicates the modem is working properly. On D-Link modems and the Netcomm NB1300, this light should be flashing and indicates the modem is working properly. If it's not lit or is solidly lit, this usually means the modem has "frozen".

Conversely, on Billion modems the SYS light being solidly lit indicates the modem is working properly. If the SYS light isn't lit, the modem may not function properly.

In all cases, if this light isn't doing what it should - check with the modem manufacturer. 

ADSL, DSL Link, DSL or WAN LNK light:

This is the modems' connection to the telephone line. It should be on solid at all times. If this light is flashing or off, you might have a problem with your phone cables or line filters - see the section called Line Filter Guide below.

If you have a Netgear modem, this is the "i" light. If this light is green, then everything ought to be fine. If it's off or stays amber in colour, you might have a problem with your phone cables or line filters.

PPP or Internet light:

This is the modems' connection to Hotkey. This light should be on solid. If not, you may have a modem configuration problem. (If you've put your modem in bridge mode, this light might do something different.)

Common causes for this are password changes (if you've changed your account password, you probably need to update the password in the modem as well) and general modem configuration problems. You should see if we've got a guide for your modem available in the ADSL Guides section, or alternatively check your modems' manual.

Another potential cause for this light not being lit is a billing issue of some sort. If you have any overdue bills or bills that have been paid late, your account may have become suspended. In this case, you should contact our customer service team for assistance on 1300 136 076. 

ETH/ACT, LAN, WLAN and/or USB light:

This is the connection to your computer. Generally, this will be on when connected (and idle), and will flash when your computer is using the Internet. If the appropriate light isn't on, you should check the cable and also ensure that the connection isn't disabled in your computer. In the case of USB, you could also try a different USB port.

Even if your modem is online -- if your computer can't "talk" to it, you won't be able to browse websites. Check the configuration of your computer to ensure you have the connection set up properly. If you have a modem/router, we have guides for Windows XP and Mac OSX.

DNS is the "glue" that turns website addresses (such as www.hotkey.net.au) in to IP addresses (such as 202.138.0.12). If you can't get to regular websites, but trying to visit http://202.138.0.12/ gives you the Hotkey website, then you have a DNS problem. To rectify this, you need to set your computer to directly access the Hotkey DNS resolver servers. See our guides for Windows XP and Mac OSX.

Sometimes, security software (such as the ZoneAlarm firewall and Norton Internet Security) may stop functioning properly, stopping your Internet connection from working at the same time. If you have a personal firewall or Internet security software, try disabling it and then restarting your computer. If this fixes the problem, you should speak your security software manufacturer for further advice.

Computers get sick, too! A bad virus infection or spyware infection may render your computer unable to connect to the Internet, so a full virus and spyware scan may be in order. Remember also that your anti-virus and anti-spyware software is next to useless if it's not updated at least weekly.

While not a recommendation per se, some of our customers report success with the following software:

Avast! - http://www.avast.com/ - anti-virus software.
AVG - http://free.grisoft.com/ - anti-virus software.
Ad-Aware Personal - http://www.lavasoftusa.com/ - anti-spyware software.
Spybot S&D - http://www.spybot.info/ - anti-spyware software.

All of the above are available free for personal use at last check. Remember that Hotkey can't assist with 3rd party software, so we recommend contacting the manufacturer if you run in to trouble.

While on the topic of computer security, you should make sure your computer is kept up to date with any security patches issued by your computer manufacturer.  

Correctly using ADSL line filters is very important to the operation of your broadband ADSL service, and getting it right is perhaps the most frustrating part of setting everything up. Here's a picture to show you how to connect a phone using a line filter:

Basically, ADSL filters prevent devices connected to your phone line from interrupting the broadband service. Everything connected to your phone line must have a filter - except your ADSL modem. (If your filter is like the one in the picture above - the ADSL port bypasses the filter.) If you remember this rule, you shouldn't run in to too many difficulties.

When you consider what's connected to your phone line, there are a number of things that often get forgotten. It's easy to remember the phones, but what about the others? Here's a list:

• Fax machines / all-in-one devices
• Answering machines
• Foxtel Digital **
• Back to base monitored alarms ***
• Ringers
• Emergency dialout devices
• EFTPOS machines

There are others (you'd be surprised at what you can connect to the phone line these days), but these are the most common. If you've got any of the above, check for an ADSL filter. If the device in question is connected to the phone line without a filter, you'll run in to problems -- get an ADSL line filter for it.

** Foxtel Digital is sometimes connected to the phone line to order movies for the Box Office service. Check the manual for the Foxtel Digital set top box for a diagram, then check to see if anything is plugged in to the phone line port at the back. If so, you will need an ADSL filter.

*** Monitored alarms require a special type of filter called a central splitter, which must be installed by a licensed technician. You should contact your alarm company to arrange installation. It's quite important to note that even if you don't currently pay for a monitoring service, if your alarm system connects to the phone line it must have a filter installed.

Confusing, isn't it? If you have more than three devices connected to the phone line that need filters, you need to have a central splitter installed (much like if you have a monitored alarm system). This is due to each device on the phone line using a certain amount of the available signal -- too many connected, and your ADSL modem can't "see" enough of the signal to maintain a good connection.

To check for this, disconnect everything connected to the phone line (except your ADSL modem) and powercycle your modem. If your connection returns to normal after you turn your modem back on, start connecting devices back to the phone line one at a time. If the service starts dropping out after you connect more than three devices (each with filters, of course!), you may have too many filters connected.

ADSL filters, like all electronic devices, have a limited shelf life. After a while they may not function properly. This problem can also occur with poorly manufactured filters. This one can be tricky to find, as everything appears to be connected properly.

To check for this, disconnect everything connected to the phone line (except your ADSL modem) and powercycle your modem. If your connection returns to normal after you turn your modem back on, start connecting devices back to the phone line one at a time. If the service starts dropping out after you connect a particular device, you've probably found a faulty filter. Throw it out and buy a new one.

One of the fastest ways to find a line or filtering problem is performing what's called an "isolation test". If you call us and you're having problems with the ADSL light flashing or not coming on (see above), chances are we'll ask you to do one of these.

An isolation test means:

• Connecting the ADSL modem directly to a telephone wall socket (i.e., no line filter) with a telephone lead no more than 3 metres in length.
• Disconnecting every other device connected to any other telephone wall socket in the premises. This includes double adapters and extension leads.

Once you've completed the above two steps, powercycle the modem. Some modems take a while to successfully connect to the ADSL service, so please be patient. If the light goes solid, all well and good - move on to the one by one test. If it hasn't gone solid within five minutes, there are an additional two tests you need to try:

• With the modem in isolation, replace the telephone lead connecting the modem to the telephone wall socket with another lead no more than 3 metres in length.
• With the modem in isolation, relocate the modem (no need to move your computer!) to a different wall socket.

With the above two steps, you're trying to determine if a faulty telephone lead or wall socket are the cause of the problem. In each case, you need to powercycle the modem and wait for at least five minutes to see if the ADSL light will go solid. If it does, you've found (at least part of) the cause of the problem and you should move on to the one by one test. If it doesn't, please contact the tech support team on 1300 136 076 for further assistance.

A one by one test should be performed after you've successfully managed to get your ADSL modem to connect up while doing an isolation test. Quite simply, a one by one test is the process of connecting devices back on to the telephone line one by one.

After you connect each device (making sure that you've connected it using an ADSL line filter), test the Internet connection for a good few minutes to ensure that it continues to work properly. After you're satisfied that it still works, connect the next device, test the Internet connection, and so on.

Should you find that after connecting a particular device your Internet connection slows down markedly or drops out, chances are there's a problem with the line filter. See the Faulty filters section above.