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ADSL Troubleshooting Diagram

ADSL Troubleshooting.jpg

Related Topics : ADSL | ADSL and Telkom Fibre
Lights on the ADSL modem and what they mean.
 
The description below may vary between modem makes and models but the principle remains the same across all makes and models. Please refer to your specific modem’s documentation  for light descriptions and functions specific to your modem:
  • Power light - Indicates the modem is on or off. Some modems have a 2 stage light:
    • Red while the modem is booting up or faulty,
    • Green and stable when the modem in ON and functioning.
  • DSL / ADSL - This light should be on. If this light is flashing or off, the modem is either still booting up or is unable to synchronize with the telkom exchange.
  • Internet light - This light indicated the connection to the internet. This will not be on when the DSL light is off or flashing.
    • This light should be on, Green, when there is no traffic going through the modem and flash when there is data going through.
    • Not on or not flashing, modem unable to connect to the authentication server or modem not configured
    • Light is burning red - usually means the username and password entered incorrect.
  • 1, 2, 3… - These lights indicate that there is a computer connected to the corresponding physical port on the back of the modem.
    • ON - Cable is connected and the device on the other side of the cable is also connected and on.
    • OFF - No cable plugged into this port or the device on the other end of the cable is off or faulty.
 
A typical wiring diagram for connection up the ADSL modem. Your ADSL modem may differ but the basic principles remain the same.
 
 
 
Problem
Possible Problem / Solution
No Power on Modem
  1. Modem power supply connected to modem and power socket.
  2. Modem power supply cable not damaged
  3. Ensure power socket / outlet has power
DSL Light is flashing
  1. Ensure telephone cable is securely connected to the TEL socket on the back of the modem.
  2. Ensure telephone cable is securely connection the Modem / DSL port on the filter
  3. Replace the filter
  4. Ensure all other devices that use the same line goes through a filter
  5. Ensure the line has a dial tone
  6. Ensure the ADSL service on the line is active
Internet Light is RED
  1. Normally means your modem is not authenticating with the servers.
  2. Is your ADSL data account still active with your ISP
  3. Log into your modem and ensure that it is programmed with the correct ADSL username and password. Call the call centre if you have misplaced your credentials.
Internet Light is OFF
  1. Modem is not configured or has lost its configuration
  2. Log into the modem and re configure the settings
Network cable from computer to Modem is disconnected or faulty
  1. Unplug the cable that connects your computer to the modem.
  2. Inspect it for breaks, ensure the connectors on both sides are secure and still have the clip on top.
  3. Plug the cable back into the modem, look which port you are plugging into.
  4. Plug the cable back into the LAN port on your computer.
  5. Ensure the Link light comes on next to the LAN port on the computer.
  6. Ensure the LAN port light corresponding to the port number the cable is plugged into the modem is on.
  7. Replace the LAN cable / LAN card in computer / Modem
All cables and lights are correct
  1. You computer setting may be wrong.
  2. Ping your modem’s IP address to ensure that your computer can communicate with the modem.
  3. Check your computer’s network setting that they are correct for the modem.
  4. Set your computer’s network setting to “Obtain IP address automatically” and “Obtain DNS address automatically”
Have you got available data
  1. Call the call centre to check your data balance.
  2. Top up if necessary.
Internet still not working.
Have your customer code on hand and call the National Call Centre for further assistance.

Related Topics : ADSL | ADSL and Telkom Fibre
Jenny ADSL Capped and Uncapped

Jenny ADSL uses a Telkom line to connect you to the Internet. ;">For ADSL to work, you require a post paid Telkom line, ADSL service active on this line, ADSL data account, an ADSL modem and a computer.







The Telkom lines are a little difficult to understand. The one line is used for both talking on and the Data for the internet. Essentially, the 1 line is split into two sections.

  • The entire analogue line is installed and supplied by Telkom. This is the line that you would plug your telephone into and call someone on.

  • This analogue line is billed to the user’s Telkom account every month.

  • When you request for an ADSL line, they don’t come and install another line, they add the ADSL service to your already existing line. This ADSL service is often referred to as the ADSL line.

  • The ADSL service is either paid to Telkom if this service is with Telkom or, if this has been migrated to your internet service provider (ISP), you will pay this to your ISP. This price will vary according to the line speed you have chosen / require.

In addition to the line and ADSL service, you will also require the following:

  • ADSL data account is the amount of data you have in your package per month, eg 1Gb / 5Gb. This data generally doesn’t carry over to the next month if not used up. If you have opted for an uncapped account, you would never reach your data limit, however, if abnormally large amounts of data is downloaded or uploaded, you connection could get throttled / slowed down.

  • Computer / Device is the device that is going to connect the ADSL modem and use the internet through this ADSL modem. These computers / Devices can be connected to the ADSL modem via network cable or via wireless signal.Jenny ADSL uses a Telkom line to connect you to the Internet.

Related Topics : ADSL | ADSL and Telkom Fibre
About Jenny Internet Support

Jenny Internet has a National Call Centre that will help you telephonically to try and resolve any trouble that you may be experiencing.

There is no cost to the telephonic support that we provide.

Should there be something wrong or faulty with your hardware or computer, Jenny Internet does not have technicians that are sent to site, you will need to contact your own friendly computer person to assist or the Jenny Dealer that did your installation.

Should you not know of a competent computer person, we can recommend one from our extensive dealer network for you to use.

The costs incurred using any 3rd party  computer person will need to be negotiated with that computer person.

Static IP

Marriam-Webster Dictionary defines:

Static:
showing little or no change, action, or progress

Public:
exposed to general view / of, relating to, or affecting all or most of the people of a country, state, etc.

IP:
Internet Protocol address

This tells us that it is an IP Address that does not change and is available to the General Internet.

What is it used for?

When customers have servers on their premises that need to be accessed from outside or they have a VPN that need connect 1 office to another, it makes their and our lives easier to manage their inbound traffic.

This will also allow them to have the full range of TCP/IP ports available for their inbound traffic.

We can also Whitelist their outbound email traffic to bypass our mail filter.

With this product, all their internet activity will reflect their Public IP address making them fully responsible for the reputation of this IP address. Should this IP address become blacklisted for whatever reason, it is solely due to the traffic coming from this customers network that has resulted in their assigned Public IP being blacklist.

Jenny Internet will assist to de-list this IP however the customer will need to resolve the issue on their network that has caused the IP to be blacklisted before we can get the Public IP de-listed.

Static Public IP vs Std Port Forwarding

The average wireless customer that has services with Jenny Internet connected to one of Jenny Internet’s towers. They get a Session IP from that tower. This is a Private IP address that is only accessible from within the borders of the Jenny Internet network.

This Private IP address can change from time to time as the session disconnect and reconnect.

When these customers access the internet, the internet will see their traffic coming from the network’s assigned IP address that they are connected to, eg.NISE network is assigned IP 154.126.208.6, normal customers on the NISE network will show the network’s IP address of 154.126.208.6. This means that all the customers on this network go out to the Internet via the same IP address.

For this customer to be-able to access services that are available on the inside of their network from the public internet, we need to create a path from the Jenny Core, through our tower infrastructure to their CPE and in turn to their internal device.

This is called port forwarding. There are only 65535 ports available on an IP address. This sounds like a lot, but certain protocols use certain ports. This becomes a problem when more than 1 customer needs to use the same port number.

Top up Data

There are three different ways you can top up data on your account.

  1. SMS
  2. The Jenny Website
  3. Contact the national callcenter

Option 1 : SMS

  1. Once you reach the notification % of your cap, you will recieve an sms from Jenny Internet. Stating they have used the notification % of your cap.
  2. To Topup, reply to the SMS stating the corresponding value of the amount of data you wish to topup your account with.
  3. You will recieve a notification that your topup was sucsessfull and you will be able to use the internet without the worry of running out of data.

 

Option 2 : Jenny Website

  1. You will need your account username and password to topup using www.Jenny.co.za, If you dont know your account username and password, contact the national callcenter on 086 145 3669
  2. Procceds to our website http://www.jenny.co.za ,and click on the top-up button on the top of the website.
  3. Fill in the details required (Your Username, Password and your Name)
  4. Select the required amount of data from the drop down box, select 'Add Top-Up'
  5. Your data will now be added to your account.

 

Option 3 : Contact Jenny Internet National Callcenter

  1. Call the Jenny Internet National Call Centre on 086 145 3669 / 087 985 3669
  2. Please have your username / name off account / customer code handy to make finding the relevant account quicker and easier.
  3. Request the Call Centre Agent to process a Topup on your account. Your name will be used as a reference for the Topup.
  4. Some companies require that authorisation be acquired from a Manager / Owner / Director. If this is the case in your company, please acquire this authorisation first and before calling the Call Centre.
  5. The Call Centre agent will add the topup to your relevant username.
  6. Your connection will briefly be reset to accept the changes.
  7. You will then be connected again.
  8. Please ask the Call Centre Agent about the other methods of doing “Self Topups”. (Options 1 and 2)
View my usage

Jenny Internet provides clients a D.I.Y. way to check what their usage is. This is a very simple process and begins with the Jenny Internet Website.

Please follow the following simple steps:

  • Open your favourite Internet Browser program.
  • In the address bar at the top if the browser, remove the address that may be in there.
  • Type in that same location www.jenny.co.za
  • The Jenny Internet website will open up in front of you.
  • The the top of the page, you will see a few options as in the screen clip below:
  • Click on the “View Usage” option.
  • Enter your username and password in the fields provided and click “Show Usage”

    Usernames are in the format of 1234@jenny.co.za, 1234@jennyw.co.za.

    If you do not know your username and password, please contact the Jenny Internet National Call Centre. They will be able to assist you with this information. Please have your account number or customer code handy before calling in. You may also email your request to support@jenny.co.za
  • The very next page will show you your data usage

Different services will appear differently. This page will show all relevant information regarding your service.

Should you have any further enquiries, please don’t hesitate to contact the Jenny Internet National Call Centre on 086 145 3669 or email your request to support@jenny.co.za.

 

Speed Tests Guidelines

A speed test is designed to test the capacity of the connection from point A to point B. Things to consider when doing a speed test:

  • Any 1 point between points A and B will affect the result of the speed test, therefore the link from Point A to Point B is only as fast as the slowest link.
  • You internal connection will affect the speed test result as well. If you were to perform a speed test from your cell phone connected wirelessly with a weak internal signal, this poor signal will affect the speed test result.
  • The speed test will only show the available bandwidth on this link. eg. If you have a 5Mbps line capacity and the computers on the network are using 2Mbps of that 5Mbps, the speed test will only show line capacity of 3Mbps. Currenly being used 2Mbps plus 3Mbps of the speed test = 2 + 3 = 5Mbps. This is very similar to the plumbing in your home. If someone is showering and you test the water pressure, the pressure reading will be less than when no other taps are open in the house.
  • Use a speed test server as close as possible to your breakout point as possible. This will reduce the number of hops between you and the speed test server, lessening the chance of a slow link.
  • The capacity that the speed test server can test. If the speed test server is doing 20 speed test at the same time, all the speed tests will not show the true connection speed to the end point.

When doing a speed test:

    • Ensure no-one else is on the network at the same time. Switch off all the computers on the network, then perform a speed test from one computer.
    • Computer should be connected to the internal network via cable.
    • Use the http://jennyinternet.speedtest.net server to perform the speed test. This server is sitting at the Jenny Core where we break out to the internet. This will give a true indication of the speed through the Jenny towers and fibre connections to where the actual internet begins.
    • Jenny Internet cannot guarantee the bandwidth beyond the limits of the Jenny Internet infrastructure as these links are not managed by Jenny Internet.

How to perform the speed test:

Subscribe to ADSL and Telkom Fibre

Quick Help

Pre-emptive Support Tutorials offer Jenny Internet Customers a quick help system for easy troubleshooting all aspects of their Jenny Internet Services. These are a few simple steps that can be done to resolve the issue that you may be experiencing, before calling the National Call Centre for assistance.

Tutorials

This section will explain and help you with comman tasks that you may need to perform from time to time, eg. setting up your email, voip phone, etc. For Jenny Partners, you will also find topics about completing tasks on our Dealer Front End (DFE).

Video Tutorials

Video Tutorials will contain video's explaining concepts and tasks. These video's will also be linked in other topics relating to the same subject.

Services

In this section you will find more in depth information about the products that Jenny Internet and partners provide.