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Trouble Shooting Checklist

If you are encountering difficulties with your internet connection, more often than not it is something relatively simple, and in order to get you back up and running as soon as possible we have compiled this troubleshooting checklist to eliminate some common problems.

Before reporting a fault we would encourage all of our customers to run through this troubleshooting checklist, to ensure that the cause of the problem is with the connection, and not limited to your computer, Local Area Network (LAN) or wireless router.

1 Restart Your Computer

The old joke about 'turning it off and on again' is true. Often software problems and settings preventing your internet access from operating correctly can be cleared and reset by performing a restart on your computer.

For best results it is wise to fully log out and shut down the computer and give it a good 10 seconds rest before starting it up again, but more often than not a simple restart will suffice.

2 Restart Your Router

Sometimes software problems can occur in any routers, wireless routers, access points or ethernet hubs/switches that you may be using on your Westnet connection, and these can be restarted in the same way by turning the power off, having a 10 second rest and turning the power back on again. Allow a good 30 seconds for the router to boot back up again before checking if your internet connection is restored.

Please note: On some routers the Reset button is not a power cycle button and will actually reset the router to it's factory settings. Please ensure that you know this is not the case before performing such and operation, which should be highlighted in the manual that came with the router.

3 Check Cable Connections

Initially it is a good idea to check that everything is actually connected properly, as it is very common for cables to be accidentally pulled out of their sockets, giving the appearance that the service it not working.

There should be a cable coming in from the main unit outside, that is plugged into a little white box with the green light, this connection is marked CPE.

Your computer or wireless router should be plugged into the oppostie side of the white box, marked PC, and the green light should be on. If it is not, check that the power supply in plugged in and is turned on at the power socket.

4 Reboot Your Westnet Transceiver

There is a small square white box with a single green light on, called the Power Over Ethernet unit (POE) and it is the power source for your WestNet Router/Receiver mounted outside.

Check that the green light is on, and to restart the unit, disconnect the power cable (black wire) from the unit for about 10 seconds before replacing, and also perform a manual restart on your computer to reset the settings. You can then check your internet connection once both units have restarted by trying to visit a common website like Google.com in your web browser.

5 Email Problems

If you are having difficulty with sending email, first check that your internet connection is working properly by visiting a reliable web page like Google.com in your web browser.

If you can still connect to the internet, your problem may be related to your email service or settings and you should contact your email service provider for support or access the help menu on your email application.

From experience we know that some Eircom email accounts encounter problems when using the previous settings with our service. To remedy this, please make sure that the outgoing mail server (SMTP) is set to smtp.westnet.ie in your email application account settings and the email should send as before.

6 Contact Westnet

If you are still encountering problems and all else fails, report any difficulties that you are having to our call centre on 1850 930305 or by using our online form, and we will endeavour to get you back on line as quickly as possible.