Broadband

Router Setup

To set up your router simply connect the router to a power source and the master socket. Once this has been done the broadband light should come on.

Your router has been pre-configured and may take up to 30 minutes to establish an Internet connection. Once a connection has been established the light labelled Internet will turn on.

How do I change my broadband password?

To change your broadband password you can login to the customer portal at https://customer.clara.net, once logged in on the left hand menu there is an option for “Password Change”.

Please remember if you change your Broadband password, you will also need to login to your router and update the password that the router uses to connect to the new password that you have set, if you do not do this, next time the router drops the internet connection it will not be able to reconnect as it will still be configured with the old password.

Slow speeds (FTTC)

Please ensure that the issue is not directly related to your current network set up. You can do this by connecting a computer directly to the router and running a speed test, thus bypassing any servers or firewall or switches or hubs which may a contributing factor. If you have an IT person on-site please check with them before doing that.

Please ensure you have performed a virus scan and a Spy-Ware scan to ensure no problems could be caused due to virus / spy-ware.

Slow speeds (ADSL Max and ADSL2+)

Please ensure that the issue is not directly related to your current network set up. You can do this by connecting a computer directly to the router and running a speed test, thus bypassing any servers or firewall or switches or hubs which may a contributing factor. If you have an IT person on-site please check with them before doing that.

Please ensure you have performed a virus scan and a Spy-Ware scan to ensure no problems could be caused due to virus/spy-ware.

intermittent connection

• Check if there is any noise, apart from the default noise on the phone line. If there is any, you must report this to BT. You can check for noise by performing a silent line test. To perform a silent line test, dial 17070 and choose the option for a silent/quiet line test

• Remove any other devices from the phone line, e.g. fax, digital box, etc

• Change the micro filter which is the white square box between the BT phone socket and ADSL router. This is sometimes referred to as a 'splitter'

No Synchronisation

When the ADSL/DSL light is flashing amber or switched off, you won’t be able to connect. If you experience this, please run through the checklist below.

• Check if the phone line has a dial tone and if it’s working

• Check if the cables for the router and computer are connected correctly

• Remove any other devices from the phone line, e.g. fax, Digital box, etc.

• Change the micro filter which is the white square box between the BT phone socket and ADSL router. This is sometimes referred to as a 'splitter'

I cannot connect to my broadband

• Check if the phone line has a dial tone and if its working

• Check the status lights on the router. The ADSL / DSL light should be solid in order for a connection to be made

• Is the internet light off or red? If yes, check the username and password in the router configuration that they are correct

• Turn off the router for 5 minutes and turn it back on (If you are on an FTTC/FTTP connection you will need to power down both the modem and the router and then first only power back on the Modem and then once the DSL light is solid, at that point turn on the router

What Router can I use on my Connection?

When you order an internet connection with Claranet SOHO or an upgrade to your existing service you will be offered a pre-configured router from us which will be pre-configured with your username and password settings to get you connected to the internet. If you prefer to use your own router this is also possible as long as it is compatible with the service you have.

If you are moving to a ADSL/ADSL2+ service you will need to use a Router that can connect using the PPPoA protocol.

How to move your broadband when moving office or home

We understand how important is it to get your connectivity up and running when you are moving premises. If you’re moving your office or home please allow 10 or more working days to move your broadband. Inform Claranet SOHO of your moving date as soon as you are aware and we will work closely with you to ensure your connectivity is working as quickly as possible after you have moved into your new premises.

There are two ways a customer can move their broadband service whether they have ADSL or Fibre.

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