Troubleshooting

How can I change the name servers for my domain name?

If you wish to change the name servers for your domain this can only be done by the company that the domain is registered with. If the domain is registered with Claranet SOHO and you wish to change the name servers, this can be done by sending an email to support@claranetsoho.co.uk with the request. On this request you will also need to confirm security information and will also need to specify the new name servers.

Recovering deleted items

Recovering Deleted Items in Outlook 2010

When you delete an item from your mailbox, it is automatically transferred to the Deleted Items folder. From here you can then choose to empty this folder. Alternatively, you can bypass the above step by selecting the item you want to delete, holding down the Shift key and then pressing Delete.

In both cases, you can recover items for a period up to 45 days from when they were deleted. After this time the items will not be recoverable.

To recover the items, see the following steps:

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'

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