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    Broadband Troubleshooting Guide

  • 1. Reasons for Not Being Able To Connect

    There can be many different reasons for not being able to connect to Internet. The following reasons are among the most common:

    • The computer is not connected to the network

    • The computer is not configured correctly

    • The computer is out of range of the wireless network

    • The LAN cable is not connected to the router or switch

    • The router is not switched on

    • The antenna is not switched on

    • The router is not communicating to the antenna

    • The antenna is not communicating with a tower
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  • 2. Network Connection Troubleshooting

    To quickly identify causes for not being able to connect to the Internet please follow the guide below:
    i) Get Network Informations



    1. Click “Start” -> ”Run…”

    2. Type “cmd” in the box and click “OK”

    3. In the command window type “ipconfig”

    4. Look for “Default Gateway” and note the number shown after. This is the IP number of the router. If you cannot find the number it means that you are not connected to the network. Please read chapter 3.3.or 3.4 depending on your connection
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    ii) Identify What Part of the Network is Accessible




    1. Click “Start” -> ”Run…”

    2. Type “cmd” in the box and click “OK”

    3. In the command window type ping {followed by the default gateway IP number}. For example:

    Burco Support Image - Router

    If you see something like the above reply it means that the connection between the router and the computer is fine. The exact time and TTL values vary. It is however important that there is a reply from the gateway IP number. (For customers feeding the antenna-signal straight in to a computer, the gateway is located on Broadband Digital Solutions’ network)

    4. Next step is to determine if you can reach out from your internal network. To do this type “ping www.broadbandmw.com”

    Burco Support Image - Router

    If you see something like the above reply it means that the connection between the computer and Broadband Digital Solutions’ network is fine. The exact time and TTL values vary. It is however important that there is a reply from broadbandmw.com

    5. For customers who have full access to Internet the last step is to reach out to Internet. To do this type “ping www.google.com”

    Burco Support Image - Router

    If you see something like the above reply it means that the connection between the computer and Internet is fine. The exact time and TTL values vary. It is however important that there is a reply from google.com.
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    iii) Error Messages When Pinging




    When pinging, several different error messages can occur. Below are the most common error messages. If the below error message appears during pinging it probably means that there is no reply. Please see Chapter 3 or 3.4, depending on your connection type.

    Burco Support Image - Router

    If the below error message appears during pinging it probably means that the connection is cut off. Please make sure all cables are properly connected and/or that the wireless network is working. (Please note that the reply this time comes from your own computer telling it could not find the destination)

    Burco Support Image - Router
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    iv) Regarding Wireless Connections



    When using wireless connections there are a few additional matters to keep in mind: The signal strength from the router or wireless access point is dependent on a number of matters, for example walls, objects in rooms and of course distance. Although the above troubleshooting method may succeed the connection may still appear to be bad. If this is the case it is important to check the strength of the wireless signal. In windows this can easily be done by finding the wireless connection indicator in the lower right corner. It looks like this:Burco Connection Signal Image Normally when letting the cursor hover over the icon, a yellow box appears stating the signal strength. If the signal is “Low” you may experience a bad connection. Try moving the computer closer to the wireless router or access point. Back to top


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  • 3. Restosing a Connection (for Computers Connected by LAN Cable)

    i) Gateway IP Number (Router) Not Pingable



    The router has several indicator lights on the front side. The indicator lights can provide quick and very useful information when troubleshooting. Please refer to the equipment guide for more information:

    If the router is not pingable please do as follows

    • 1. Make sure all cables are connected between the computer and router and to make sure all devices (router and any switches) are switched on. This may seems like an unnecessary step but it is in fact one of the most important steps. In the notification area on the taskbar there should be an icon like this Burco - Imageor this Burco - Imageif you are connected to the network. If the icon looks like this Burco - Image it means that the computer is not connected to the network. (If no such icons can be found you may still be able to access Internet).

    2. Once cables and devices are confirmed try pinging again.

    3. If there is still no connection reboot the router. This may solve some issues. Reboot the router by pulling out the router power cable, wait 10 seconds and then plug in the power cable

    • Please note that it may take several minutes before the router has re-started again.

    4. Try pinging the router again.

    If the router is still not pingable consult your IT expert or call Broadband Digital Solutions’ support
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    ii) www.broadbandmw.com Not Pingable



    If the router is pingable but not www.broadbandmw.com it means that the router is not connected to the internet. Please do as follows:

    1. Make sure the router is connected to the antenna and that the antenna power cable is connected.

    • If If the router is connected to the antenna the WAN indicator light (on the router) should be solid or blinking

    • If the antenna power cable is connected there should be a green light on the antenna power adapter

    2. After the cable connections as well as the indicator lights on the router and the antenna power adapter have been confirmed try pinging again.

    3. If the WAN indicator light is not solid or blinking, reboot antenna and router by unplugging both power cables for 10 seconds. Plug in antenna and router power cables and wait until the router is ready.

    4. Try pinging www.broadbandmw.com again.

    If www.broadbandmw.com is still not pingable consult your IT expert or call Broadband Digital Solutions’ support
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    iii) www.google.com Not Pingable



    If www.broadbandmw.com is pingable but not www.google.com (and you should have full access to Internet) please call Broadband Digital Solutions support

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  • 4. Restosing a Connection (for Computers Connected by WLAN Cable)

    i) Gateway IP Number (Router) Not Pingable



    The router has several indicator lights on the front side. The indicator lights can provide quick and very useful information when troubleshooting. Please refer to the equipment guide for more information:

    1. If the router is not pingable make sure the Wireless LAN is enabled on the computer. In the notification area on the taskbar there should be an icon like this Burco - Imageor this Burco - Image. If you cannot see any of these icons it is likely that the wireless LAN is not enabled. Enable the LAN according to your operating system.

    2. On the router, make sure the WLAN indicator light is solid or blinking.

    If the indicator light is off, restart the router by removing the power cable for 10 seconds.

    3. If the WLAN icon in the notification area looks like this Burco - Image try connecting to your network according to your operating system.

    4. If the WLAN icon in the notification area looks like this Burco - Image, verify that you are connected to the correct network by letting the cursor hover over the icon until the yellow information box appears. The Wireless network name is displayed in the yellow information box.

    If the router is still not pingable consult your IT expert or call Broadband Digital Solutions’ support
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    ii) www.broadbandmw.com Not Pingable



    If the router is pingable but not www.broadbandmw.com it means that the router is not connected to the internet. Please do as follows:

    1. Make sure the router is connected to the antenna and that the antenna power cable is connected.

    • If If the router is connected to the antenna the WLAN indicator light (on the router) should be solid or blinking

    • If the antenna power cable is connected there should be a green light on the antenna power adapter

    2. After the cable connections as well as the indicator lights on the router and the antenna power adapter have been confirmed try pinging again.

    3. If the WAN indicator light is not solid or blinking, reboot antenna and router by unplugging both power cables for 10 seconds. Plug in antenna and router power cables and wait until the router is ready.

    4. Try pinging www.broadbandmw.com again.


    If www.broadbandmw.com is still not pingable consult your IT expert or call Broadband Digital Solutions’ support
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    iii) www.google.com Not Pingable



    If www.broadbandmw.com is pingable but not www.google.com (and you should have full access to Internet) please call Broadband Digital Solutions support

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  • 5. In Cases of Unstable Network Connection

    Sometimes the network connection may be unstable, going on and off. In these cases it is advisable to re-boot the router and possibly the antenna. If this does not resolve the issue please call Broadband Digital Solutions support.

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  • 6. Choosing Start Page

    When choosing a start page for the browser it is advisable to choose a page which is almost always online and able to load quickly. A good choice in this respect is http://www.google.com. Google.com is a simple and fast page. In this way it is possible to easily establish if the connection to Internet is working.

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