ADSL and your router

1. Connecting to your router's WiFi:

  • Ensure that WiFi is enabled on your device and search for nearby WiFi names. Once you find the 2.4Ghz SSID (this is the WiFi name which should be on a label at the back of your router), click on connect.
  • Insert the Wireless Key (WiFi password) when prompted - this should also be found at the back of your router.


Zyxel

Other

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Other routers usually have a similar principle.

Please check the back of the router/manual for these details.

2. Logging into the router's interface:

  • Once you are connected to the router (via WiFi or using a network cable), you can access the router’s interface using your web browser. 
  • To do so, simply enter the router’s IP address into your browser’s navigation bar and log in using the router’s login details. In most cases, the default username is "admin" and the password will generally be placed on a label at the back or bottom of the device. 
  • If you cannot locate the login details or default IP address, please check the manual that came with the device or follow step 5 (see below).


Zyxel

Other

Default IP: 192.168.1.1

Default Username: admin

Default Password: 1234

Router login details found at the back/bottom of the device or in the manual.

3. Setting up PPPoE (Username and password authentication):


If at any point you are required to set-up the router from scratch or it has somehow been reset and lost its previous settings, simply follow these handy steps to get it up and running again.


The below steps relate to Zyxel routers but should be similar for all other manufacturers. Please check the manual for further details:


Setting the username and password:

  • On the bottom banner, hover over “Network Setting” and click “Broadband”
  • Choose option 1 and select ‘’edit’’Machine generated alternative text:

then update the ‘’PPP Information”.
  • The username and password should have been provided to you in your activation email.


  WAN Interface Edit 
PPP Information 
User Name 
PPP F osswcrd 
PPP Connection Trigger 
IP Address 
O 
ATM PVC Configuration 
IC-2SSl : 
[32 
Service Category 
password unmask 
@ Aufo C) On Demand 
O 
Enab• @ Disable 
LLC/SNAP BRIDGING 
Without

Setting the ADSL Configuration:

  • Set "Encapsulation" to “PPPoE LLC” or “PPP over Ethernet”
  • Under ATM use the following
    • VPI: 8
    • VCI: 35
    • MTU: 1492
  • You may leave all other settings as default.
  • Save the settings to the router.


4. Resetting your router:


This step will typically be the same for most router manufacturers.

  • With the router powered on, press and hold the reset button (more than 10 seconds) until the LED light starts to flash quickly (normally a slow flash). 
  • Release the button and wait for the router to reboot to its factory default settings.


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5. Finding your router's IP Address:


While connected to the router via WiFi or cable, perform the following steps to determine the IP address of your router.


  • Hold the Windows key and press the "R" key on your keyboard to open the "Run" dialog box on your computer. 


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  • Type in "cmd" and hit "Enter". 

A window similar to the one below will open: 


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  • Next, you will need to type in “ipconfig” and hit the "Enter key on the keyboard.


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The router's IP address is the string of numbers and dots to the right of "Default Gateway". In the above example, we can see that the router's IP address is 192.168.0.1. 


6. Troubleshooting: "The ADSL light on my router is off, or flashing and I cannot access the internet"

  • Check that the telephone cable provided with your router is plugged securely into your Telkom master socket and at the back of the router.
  • Check that the telephone cable (RJ11) is directly into the Telkom wall jack from your ADSL router.
  • See if you can connect the DSL line directly into your Telkom master socket, bypassing all micro-filters and lightning protection units.
  • If you notice any devices that may cause interference (line dropping) on the line, such as a home alarm and electrical fencing, move the router away from it.

 

If all the above has been checked and you still experience a flashing/dead ADSL light on your router/modem, please contact us to check your line for any faults.



7. Troubleshooting: Slow internet speeds:


There are several possible causes for slow internet, so it’s important to systematically work through all the possibilities in order to diagnose and resolve the issue. 


Perform a speed test 

  • The first thing to do is to perform a simple speed test to find out what speeds you are actually obtaining. 
  • Open your internet browser.
  • Close down all other applications including Peer 2 Peer, Torrents, FTP and other similar services. 
  • Connect to your router using a network cable (instead of WiFi) and unplug all other devices from the router.
  • Turn off your router's WiFi or ensure that all WiFi devices are disconnected.
  • Now that you only have one device connected to the router, its time to perform a Speed Test.
  • Navigate to www.speedtest.net to perform your test. On the speedtest.net site, choose the Webafrica speed test server and perform the test.
  • Record the results for comparison.
  • If your results show speeds of 80% or less of your indicated ADSL line speed, continue with the below troubleshooting.

Shaping

  • If you are subscribed to a Webafrica Uncapped Package, log in to the Internet Usage Tracker and check your FUP status.
  • If you are currently being subjected to the FUP, you will need to ease up on your usage to fall back outside the FUP, for shaping to be lifted from your service. Alternatively, if you consistently find yourself being FUPPED, you may want to consider upgrading to a large capped account, where the FUP is not applied.

POTS filter

  • Unplug all devices from every phone socket, including routers, telephones, fax machines or similar devices.
  • Plug your telephone handset (with no filter) into the phone socket.
  • Listen for a dial tone and make sure you can make a call without hearing any noise or interference.
  • Should you hear interference, please log a fault with Telkom's voice department as a noise on the line will affect the quality of the ADSL signal and therefore the speed of your service.

WiFi signal

  • Connect only one computer to your router with an Ethernet cable.
  • If you have any other computers connected to your router, unplug their Ethernet cables.
  • Turn off your router's WiFi and/or disconnect any WiFi devices.
  • Rerun the speed test by clicking here
  • If your speeds are still slow, if possible, try using a different phone cable to plug your router into the phone socket, and a different Ethernet cable to plug your computer into your router.
  • Rerun the speed test at each step to see if your speed improves.

Router

  • If possible, plug in a different router (with no filter) into your wall socket and run another speed test.
  • If a different router gives you improved speeds, the first router may be faulty and may need to be replaced. If a different router still provides slow speeds, it’s safe to assume that the original router isn’t faulty.

Test from another device: 

  • Sometimes speed issues are actually simply caused by a problem on the computer/device itself.
  • Try testing using another computer/device to rule out a slow computer.


8. Tried all the above and still having issues? Contact support:


WhatsApp:

  • We have a super handy WhatsApp support line.
  • To use it, add the number 0214649500 to your contacts or click here.
  • Pop us a message and "Willie", our friendly support bot who runs the WhatsApp channel 24/7 will be able to direct you to useful troubleshooting articles, tell you if there are any outages, run you through even more step by step support troubleshooting and even connect you to one of our Live Chat agents (during office hours). 


Email tickets:

You can log a support ticket directly in your customer zone, or email the team at support@webafrica.com. If you send a direct email, please remember to include your customer code and as much detail as you can about the issue you’re experiencing so that we know who you are and how to help you. 


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 Please find our downloadable router guide below for ADSL connection and WiFi set-up.

 

 Please note: All Webafrica deals and packages are subject to change without notification. These include our terms and conditions as it relates to costs and deal/package structures for all of our service providers.

 

 

 

 

 

 

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