Sales Hotline
0845 026 0237
Customer Care
0871 230 9297

You are here: Home > Support > Modem - Zyxel (Troubleshooting)

Modem - Zyxel

Troubleshooting

When I put the CD into the drive, it doesn't run.

This sometimes happens if you are using a CD writer. If you have a normal CD-ROM then try it in that. Failing that you should test the CD is working by running it on a 2nd PC

When I plug the modem into my PC, no lights come on.

Try the modem into another USB port. Remove any USB hubs and try directly into the USB port

If you have another USB device such as a scanner then try that in your PC to check that your USB ports are OK. If successful then you may need to replace the modem but if not then you need to look at your PC in more details

My modem has installed but a desktop icon hasn't appeared.

Try creating the connection manually. If using XP ensure that you don't create it as a broadband connection if the modem isn't selectable then your modem isn't installed properly so uninstall and reinstall. When creating the connection set the phone number to be p0,38

If you have no Internet connection at the end of the procedure, please read this section before contacting us.

Check your username and password

Your username should end with '@gotadsl.co.uk'. Please refer to your Account Details page for these details. Try re-entering your password and connecting again.

Check The DSL Tray Icon

Is there an icon marked of a rocket and two PCs in your system tray (normally the bottom-right of the screen)? If not, your software has not installed correctly, or the modem is not properly connected. If you are certain the modem is connect as described here, please contact technical support.

Check the icon status

If the icon shows a red cross in a white circle or the DSL light is flashing on your modem, the ADSL connection is not working. Check your activation date before proceeding.

  1. Check the cable that connects the modem to the Microfilter.
  2. Check the Microfilter is securely connected to the phone socket.
  3. Check the icon again.

If no connection can be made, contact technical support. If a connection is successful, double-click the 'ZyXEL DIAL UP' icon on the desktop to connect to the Internet.

If the icon is missing:

Your PC has not detected your ADSL modem.

  1. Check the USB cable connections between the modem and the PC.
  2. The modem draws its power from the USB port. If the port is not powered it will fail to operate. Some keyboard or monitor USB ports are not powered and are not suitable for use. If you are using a hub, plug in its power supply and ensure the hub power is switched to 'self' not 'bus'.
  3. Check the USB port is operational by connecting another USB device to it or checking that it is listed in Device Manager (Control Panel / System / Hardware / Device Manager / Universal Serial Bus Controllers)

Check you are logged on

If you have a green DSL icon but no Internet connection, double-click the 'ZyXEL DIAL UP' icon. Enter your username and password then click 'Connect' or 'Dial'. Try to open a web page again.

Check Internet explorer settings

If you have logged on, but still cannot access any web sites, check Internet Explorer does not have a proxy connection enabled. You can find this information in Tools / Options / Internet Settings from the Internet Explorer menu. The 'Settings' for 'ZyXEL ADSL' should not mention any proxy server information.

Contact technical support

If you are still unable to connect to the Internet, please contact our technical support team who will be happy to assist you.

Top of the page ^

If this section doesn't meet your needs or you require further assistant then please contact support.