My Internet connection doesn't work, what should I do?
Before calling the Homechoice support number 0800 092 3333 it's as well to go
through the set-top-box reboot procedure yourself first, because that's
what they'll ask you to do initially anyway.
Stop the dial-up networking or PPP process on your computer.
Switch off the power to the ADSL modem and set-top box, either at the
mains or by pulling the connector out of the back.
Connect the power to the ADSL modem.
Wait until the ADSL modem has obtained "line sync" with the telephone
exchange. This may take a minute or so.
If you have the older "Westel" modem this is indicated when the 2 lights
at the top of the modem have finished flashing and are showing solid green.
If you have an Alcatel modem this is indicated by the "Line Sync" light being continuously lit.
Connect the power to the set-top box.
If your set-top box is connected to the TV, it's worth checking that you
are now getting Homechoice TV service and are able to step through the menus.
Start the dial-up networking or PPP process on your computer.
Test the network with one or more of the following commands:
ping 10.16.124.20 (Checks Homechoice name server, without using name resolution)
ping dns1.homechoice.co.uk (Checks Homechoice name server)
ping www.homechoice.co.uk (Checks Homechoice web server)
If applicable, check the appropriate log file on your computer to
see if that gives any clues as to why the connection does not work.
See How do I debug Windows dial-up networking for
details of how to create a log file for Windows dial-up networking.
If you still get no joy, definately call Homechoice customer care on 0800 092 3333.
