Important Note for New Customers
If your service has just been activated it may drop several times for the first week while the service "learns" the most stable configuration for your telephone line length and quality. If problems continue after the first week then follow this diagnostic guide to help identify and resolve the problem.
Start Here
NOTE: The maximum number of steps to diagnose a dropping connection is typically 6, depending on the results of tests and how your Broadband is set up in your home or office.
Check for active outages or maintenance alerts on the following pages:
Are there any active alerts?
YES - Wait until the service is confirmed working and the alert is closed.
NO - Perform the following initial checks:
- Restart your computer.
- Restart your Broadband equipment.
- Shut down all other computers which use your Zen Broadband connection.
- Close any software on your computer which uses the connection - including games, peer-to-peer software, email programmes, messenger programmes and web pages.
- Ensure your router does not have a 'time out' feature set. Zen-supplied routers do not. Check the manual for your router if it's not supplied by Zen.
- Check for noise on the telephone line using a normal telephone. If you hear noise report this to your telephone line provider.
Now monitor the connection.
Is it continuing to drop?
YES - Click for the next step - Optimising your Broadband Setup
NO - A temporary glitch on your computer or router, or software you were running, was resulting in your connection failing. Reintroduce computers or software one-by-one to identify which one is responsible. Due to the nature of this type of fault you may need to monitor for a period of time to see the results of your checks.