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Broadband Help

Trouble Shooting

Broadband connection explained

My connection is fine but drops out frequently

  • Faulty filter or cable?
    Every telephone socket that has a device connected to it must be fitted with an ADSL micro-filter. Devices include phones and satellite equipment/digital TV boxes and faxes and alarm systems. The modem/router should also be plugged into a filter. Try not to use phone extension cables as this can reduce broadband line quality. However if you do need to use an extension the filter must be at the socket end of the cable. If your line is not filtered correctly you may find your service is disconnecting. If you are unable to connect at all and you may be experiencing interference on your landline. Ensure all cables are connected correctly, for example, the cable from your router to the telephone socket. Try to eliminate a fault filter by unplugging all your equipment from the sockets and connect only the router via a filter. If the problem persists, swaps the filter.
  • Interferrence from Electrical Equipment
    If you are using a wireless router, another electrical device could be interfering with the wireless connection. Also ensure you router is installed at least 5 foot away from any electrical devices. For example televisions, microwave ovens, telephone answering machines, etc.
  • Wireless Router Channel Conflicts
    You may have other (unknown) wireless devices operating in the general vicinity of your area. These may also be broadcasting on the channels that your wireless router may be setup to use. If so, it can interfere with your communications and possibly prevent a reliable wireless link to your router. Set your router to use a different channel (and do not forget to reconfigure your wireless client devices to use that new channel as well), and try again.
Reboot your router
How do I reboot my router?
Many connection issues are simply resolved by rebooting your router – which is simply shutting down and turning your router and computer off and back on again.

To do this power down your router first by unplugging from the socket. Wait 30 seconds and then plug it back in and wait for it to finish booting up. If this doesn’t help, reboot both your router and computer.

Check your filters and all cable connections
Every telephone socket that has a device connected to it must be fitted with an ADSL micro-filter. Devices include phones, satelite equipment/digital TV boxes, faxes and alarm systems. The modem/router should also be plugged into a filter. Try not to use phone extension cables as this can reduce broadband line quality, however if you do need to use an extension the filter must be at the socket end of the cable.
Finally if your line is not filtered correctly you may find your service is disconnecting, you are unable to connect at all and you may be experiencing interference on your landline.
Ensure all cables are connected correctly, for example,  the cable from your router to the telephone socket.
Re-enter your username and password
Your broadband username and password may have been entered incorrectly or become corrupt. This may be indicated by the internet light on your router flashing red, if this is the case delete the login/password details and retype (even if they look correct). Please note that these details are case sensitive.
If you no longer have your username and password details or would like to check them, please call our helpline on 882882 with your account number and they will be able to provide you this information.
My connection is fine but drops out frequently
  • Faulty filter or cable?

    Every telephone socket that has a device connected to it must be fitted with an ADSL micro-filter. Devices include phones and satellite equipment/digital TV boxes and faxes and alarm systems. The modem/router should also be plugged into a filter. Try not to use phone extension cables as this can reduce broadband line quality, however if you do need to use an extension the filter must be at the socket end of the cable. If your line is not filtered correctly you may find your service is disconnecting, you are unable to connect at all and you may be experiencing interference on your landline. Ensure all cables are connected correctly, for example, the cable from your router to the telephone socket.Try to eliminate a fault filter by unplugging all your equipment from the sockets and connect only the router via a filter, if the problem persists, swaps the filter.

  • Interferrence from Electrical Equipment

    If you are using a wireless router, another electrical device could be interfering with the wireless connection. Ensure you router is installed at least 5 foot away from any electrical devices, such as televisions, microwave ovens, telephone answering machines, etc.

  • Wireless Router Channel Conflicts

    You may have other (unknown) wireless devices operating in the general vicinity of your area that may also be broadcasting on the channels that your wireless router may be setup to use. If so, it can interfere with your communications and possibly prevent you from having a reliable wireless link to your router. Set your router to use a different channel (and do not forget to reconfigure your wireless client devices to use that new channel as well), and try again.

Do you adhere to Ofcom's Voluntary Code of Practice?

 

Where possible we follow the guidelines within the Code of Practice. Further information about the Code of Practice can be found by visiting the Ofcom website.

Broadband Speeds

Speeds explained

Distance from the exchange

Small New Exchanges
We are actively working to improve our broadband service by installing small exchanges at carefully chosen locations around the island.  By doing this we’ll shorten the distance for many customers, from their nearest exchange, and this will significantly improve the speeds achievable.

When will this happen?
The work is being carried out over the next year in line with our new Next Generation Network (NGN) rollout.  Therefore to see when and the where the work is planned to take place, please refer to our NGN Migration Schedule.

Why is distance from the exchange an issue?
Finally broadband ADSL is a technology with limited reach and is dependent on the strength of signal received from your local exchange.  This is because the signal strength leaving the exchange decreases as it travels along the telephone line.

Further Information

NGN Migration Schedule *Link Needed*

 

Perform some simple tests to see if you can increase your speed

Contention
The contention ratio may affect the speed of your connection. In order to offer a competitively priced service, it is industry practice that broadband users share their connection. This may affect the speed of you connection depending on the volume of traffic on the network, especially during peak periods.  All this sharing is done on a ratio basis – for the JT Residential Service the contention is set at 50:1 whereas on the JT Business Service the contention is set at 20:1.

Secure your router
If you are using a wireless router, ensure it is secure. It is possible in built in areas, if your router is not secure, your connection could be being used by another user.

How many people are using your connection?
If your connection feels slow and is secure how many people are using the connection, bandwidth may be reduced due to the amount of users accessing the router, game equipment, such as PlayStations could be using large amount of bandwidth whilst gaming.

Other applications running?
Are there other applications running in the background which may affect performance.

Anti Virus up to date?
Are anti-virus and firewall applications up to date? Some viruses are bandwidth hungry and may be utilising a high percentage of bandwidth, which run in the background.

Do a speedtest
To check the speed of your connection, You can carry out a speedtest at http://speedtest.jtglobal.com/

What Broadband speed can I get?
Existing Customer?
If you are an existing Broadband customer, we will be able to provide you with an estimate of the broadband connection (or line) speed that you will achieve, by looking at your line characteristics. Call 01534 882882 to check this information.

Where your telephone line doesn’t meet the required criteria, we will advise you of the alternative speed profile recommended.

Download Speeds (i.e. the actual speed at which you browse / watch online videos, etc.) will still vary depending on:

  • Time of the day.
  • When the Internet is particularly busy and you will see a slight slowdown in speed.
What happens if my line cannot support a higher speed?

If your line cannot support a higher speed, we will drop your line speed to the most stable speed profile and will advise you of the applicable tariff you have been moved onto.

How have you calculated my predicted speed?
Our predicted speeds are based on information we can access regarding the length of your telephone line from the exchange and other specific line characteristics that impact on the speed achievable.
How am I contacted about tariff changes?

We will be contacting you via text message when your service has been upgraded; using the mobile number you registered with us on the application form.

What affects line speed?

There are many factors which affect the actual broadband speed you experience; some are unavoidable, but other factors you may be able to investigate and improve.

Distance you live from the telephone exchange: the closer you live to the exchange, the faster your connection is likely to be.
Time of day: the internet has busy periods, and traffic on our network will vary from minute to minute depending on the number of people using our network.  For the best performance, we recommend you download large files at off-peak times.
The remote destination that you are connecting to (i.e. A web server, FTP server). If a web site is very busy or has insufficient bandwidth you will get slow responses from that server.
Telephone Wiring: once the broadband Internet connection hits your house, it still needs to reach your router/modem. If you’ve got good quality wiring in your house, you’ll be able to enjoy faster speeds. (Please see Wiring Diagram in Further Information for details).

Microfilters / splitters: the quality of the filters you use will also affect your speed.  It is essential that you have a filter on every telephone socket in your house.

I-Plates: are designed to filter out the electrical interference caused by televisions, lighting, electrical wiring and phone extension cables, that can often slow down broadband speed and affect the stability of the connection. By fitting a low-cost I-Plate to the NTE5 master socket many customers see an improvement broadband speed and stability.

Hardware: the type of modem or router you use can affect the speed you experience. We recommend you use an ADSL2+ compatible router in order to successfully achieve the best performance on the up to 8Mbit/s tariffs. A list or recommended routers can be found on our website. (Please see Recommended Routers in Further Information for details).
Firmware: you should ensure that you are running the latest version of firmware on your modem or router.  Finally please refer to your hardware manual for instructions on how to update your firmware.
Distance from the Exchange
Small New Exchanges
We are actively working to improve our broadband service by installing small exchanges at carefully chosen locations around the island.  By doing this we’ll shorten the distance for many customers, from their nearest exchange, and this will significantly improve the speeds achievable.

When will this happen?
The work is being carried out over the next year in line with our new Next Generation Network (NGN) rollout.  To see when and the where the work is planned to take place, please refer to our NGN Migration Schedule.

Why is distance from the exchange an issue?
Broadband ADSL is a technology with limited reach and is dependent on the strength of signal received from your local exchange.  This is because the signal strength leaving the exchange decreases as it travels along the telephone line.

Broadband Speed Test

Speed Test
There are several elements that affect your broadband speed – from the distance of your home to the telephone exchange, the time of day, the destination you are connecting to and the contention ratio of your service. Find out more about what affects your broadband speed and possible ways of improving it. Please note that this speed test should be used by JT Broadband customers only.
As a guide 1024 KB = 1 MB. Your speed test result will appear in Kilobytes per second, to convert this into Megabytes per second please divide your result by 1024.

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