If you have no Internet connection
If you have no Internet connection, please follow these steps:
- Read our setup guide, to make sure incorrect internal wiring, equipment and router cabling are not causing the connection problem.
- Make a note of the colour of the status lights on your router, and whether they’re flashing or not.
- Switch off the power to your router, to your computer (remember to shut down your computer first), and to your network switch if you have one. Leave for 30 seconds, then power everything back up as normal. Wait for a few minutes, then try to connect again.
- Make a note of the colour of the status lights on your router again, and whether they’re flashing or not.
- Check for any announcements we’ve made about your service or problems in your local area, by looking on our Home page or by calling our status line on 0800 027 0384. If there is an issue that’s affecting your service, please wait until this is resolved.
- On our eBill system, check your account is live (if you are a new customer), or that it hasn’t ceased or been barred.
- If you’re continuing to experience problems, please read the information in the Troubleshooting section below. If your Internet connection is still not working after following this advice, please contact us on 0345 272 2666.
Most broadband routers have several status lights, which will indicate what to do next. If you’re unsure whether the following advice applies to your router, please refer to your router manual.
- Broadband/Sync/DSL/Line light: This light shows the physical link between your router and the local telephone exchange. If the light is off altogether, or is flashing steadily, please read Section A for more information. If, however, you’re seeing a solid green light, your router should be connected to the exchange, so please check the Internet/PPP light.
- Internet/PPP light: This light shows your connection to the Demon network. If this light is cycling between being off and then flashing for a few seconds, or is orange or red, please read Section B. If the light is solid green or flashing when you try to access a web page, you should be connected to the Demon network, so please read on.
- If the previous two lights indicate you are connected to your telephone exchange and to the Demon network, you may have a routing problem. This means that the route between your computer and the Internet sites you’re trying to reach is disrupted somewhere. Please read Section C for more information.
Section A: My Broadband/Sync/DSL/Line light is off
To help solve your connection problem, please go through the following diagnostic steps and note the results. If you need more information or don’t understand any of the steps, you can refer to the setup guide for further detail.
- Using a standard telephone, listen to your line. Can you hear any crackling, hissing or echoing when you listen to the dial tone or make or receive a call? If you can, and we do not provide your telephone line, you may need to report this directly to your telephone provider.
- Unplug all of the equipment from all of the sockets connected to your line, apart from your broadband router. This means disconnecting telephones, fax machines, satellite TV decoders and dial-up modems. Does this make a difference to the problem?
- If your router is connected to the line through a microfilter, see whether using a different filter (if you have one) affects the problem. This step is not relevant if you have an SSFP master socket, which has an in-built filter.
- If your router isn’t plugged into the master socket already, connect it to the master socket and see whether this improves your service.
- Try removing the faceplate on your master socket, and connecting the router into the ‘test socket’ via a microfilter. Does this make a difference to the problem? This step is not relevant if you have an LJU master socket.
- If you have an alternative router please check whether it can get a broadband connection on your line.
If you need to contact us after working through these steps, please make a note of the following information first:
- Whether your service has always had this problem, and if not, when it first occurred.
- Whether there have been any recent changes that might affect your service. A new extension socket or another telephone being connected can impact your service, but think about less obvious things such as environmental factors too. Even Christmas tree lights, electricity generators and welding equipment can cause problems.
Section B: My Internet/PPP light is off
If you are setting up your service for the first time AND you are NOT using a router we supplied.
The most common cause of connection problems when customers set up their own router is the Demon service login and connection password having been incorrectly entered into the router configuration. Please check the details on your account card which you received with your welcome information, and re-enter your full login (e.g. email@example.com and connection password into your router configuration.
To check you are entering your connection password correctly, you can visit our WebPassword page. Enter your hostname (the part of your full broadband login before the @ symbol) and your connection password (which is case sensitive). If you successfully log in, you know you’re using the correct connection password.
If you are setting up your service for the first time AND you are using the router WE supplied to you.
Please contact us on 0345 272 2666, and we will investigate further.
If your Demon broadband service has previously been working.
Think carefully about anything that might have changed, such as:
- Have you or someone who uses the account recently reset the connection password but not updated the router configuration?
- Have you replaced your router?
- Have you upgraded to another Demon broadband service, as this sometimes results in a change of hostname?
If you can’t think of any changes that might affect your ability to connect, please contact us on 0345 272 2666 and we will investigate further.
If your router is connected to the exchange and to the Demon network, but you can’t connect to the Internet, you may have a routing problem. Please read through the following steps:
- If you statically assign IP address information to your network (this is common for customers who have chosen our non-NAT service), you should check that you have correctly configured the following information:
- IP address
- Subnet mask
- DNS servers
- If you have more than one computer connected to your network, check whether you’re having the same problem on each one. If your other computers are working, then the problem lies with the computer you’re using. If none of your computers are connecting, the problem lies either with your local network or your connection to our network.
- Check that your computer has connected to your router, using the instructions below. If possible, connect a network cable directly between your computer and router, instead of via a network switch. If you use wireless, try to use a network cable to connect to your router instead.
- To check connectivity on a Windows computer
- Go to Start > Control Panel > Network Connections. Below are examples of a connected network icon, a disconnected network icon and a disabled network icon.
- If your network connection is disabled, right-click and select Enable. Usually this connection will be called Local Area Connection unless you are using wireless, in which case it will probably be called Wireless Network Connection.
- If your network icon shows a red cross (showing it is disconnected) check that the network cable is correctly connected between your computer and router, if you are using one. Most routers have four network ports so try using a different port and see if makes a difference. Also try using a different network cable if you have a spare one.
- Try right-clicking on your network icon and selecting Repair, as that can sometimes fix issues very easily.
- To check connectivity on a Mac
- From the Apple menu, choose System Preferences.
- Choose Network (under the Internet and Network heading)
- This step differs depending on which version of OS X you use:
- 10.4 users: Choose Network Port Configurations from the Show Menu.
- Newer than 10.4 users: Click the Cog icon underneath the list of connections on the left and choose Set Service Order.
- Make sure your connection type is at the top of the list (drag it up with the mouse if you need to) and the box next to it is ticked. Then click Apply Now to return to the network screen.
- This step will differ depending on the version of OS X you use:
- 10.4 users: Choose your connection type from the Show list. On the screen that appears make sure Configure IPv4 is set to Using DHCP. If you have to change anything click Apply Now.
- Newer than 10.4 users: Click on your connection type from the left menu (it should be at the top) and click Advanced. On the screen that appears make sure Configure IPv4 is set to Using DHCP. If you have to change anything click Apply Now.
- If your Mac connects via wireless, click on the wireless icon on the top bar. Make sure that Airport is shown as ON and you can see your wireless network in the list with a tick next to it.
- If you are using firewall software and know how to disable it, turn it off for a few minutes. If this solves the issue, you’ll need to investigate why it was causing a problem.If you’re unable to establish this, please contact us and we’ll try to assist. Please note that if you use more than one computer, we will not be able to help you administer your entire network. Instead, we’ll try to establish connectivity via a single computer, and give basic advice on the settings you need to use for your other computers.