If you are having problems connecting to the internet, the following steps should be followed to troubleshoot the connection.
- Check all connections. The below image shows the most common equipment setup for BBNET broadband users. Please check all cables are secure and in the correct position.
(Click the image to enlarge – Please note the equipment shown may vary in appearance but ports and connections decribed are the same for all BBBNET customers)
- As simple as it sounds, the next step is to restart your PC and the BBNET equipment attached to it. You should power off all equipment including any routers that may be in use. Sometimes a glitch in the software on your pc or the equipment can prevent internet access and quite often a simple restart will resolve this issue. To reset your BBNET equipment(and any router), just disconnect from the mains for a few seconds and then re-connect. Once the PC is restarted, open your internet browser and try to go to a website.
- Go to the Windows start menu and select ‘RUN’ from the menu. In the dialog box that opens type ‘cmd’ (for Windows XP and Vista) or type’command’ (Windows 2000/98). A black command prompt window will open. At the prompt type the following:
ping 66.249.93.99
If you internet connection is online you should get a response of the form:
Reply from 66.249.93.99: bytes=32 time = 47ms TTL = 242
Reply from 66.249.93.99: bytes=32 time = 47ms TTL = 242
Reply from 66.249.93.99: bytes=32 time = 47ms TTL = 242
Reply from 66.249.93.99: bytes=32 time = 47ms TTL = 242
- Ensure your computer is free from malware(viruses/spyware/adware) by running a full system scan. Quite often malware can cause problems connecting to the internet, but this is as a result of the malware rather than a problem with your internet connection.
BBNET will not support customers that do not have a valid fully up to date anti-virus system on their PC. More information on malware and protecting your PC at the following links:
Adware, Spyware, Virus Protection
- If you are using a wireless router, remove the cable coming from the DATA IN port on the BBNET adapter (usually a red or blue cable, for Engenius routers providede by BBNET, this is usually connected to the port closest to the antenna on the back of your router). Plug this cable directly into the network port on your PC or laptop. Restart the compuer and check again for connection. If the internet is working, put the cable back into the wireless router, power off and power back on the router, restart the PC and try connecting again.
If you still cannot connect via the wireless router, please see this guide to troubleshooting wireless connections.
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