FAQs

Troubleshooting

  • My computer cannot connect to the Internet but an error appears straight away
    If you haven't rebooted your computer since the problem occurred, please try that first. If you are using a broadband (ADSL or fiber-optic) service with an ADSL modem or media converter, make sure the cable between it and your computer is attached and then turn that device off and on again, wait about 30 seconds for the device to boot up properly, and then try to connect again.

    ADSL connections

    Here is a list of some basic things you could check.
    • Has the ADSL company opened your ADSL service? If this is the first time you have attempted to connect to the ADSL service, you won't be able to make a connection until the ADSL company have completed their work.

    • Is the ADSL modem turned on and is the status of the lamps on the modem correct? A flashing LINE or flashing ADSL lamp will indicate the ADSL signal is not reaching your ADSL modem. If the LAN lamp is off, it indicates the Ethernet cable is not connected between the ADSL modem and your computer, or there is a problem with your computer's LAN card/LAN board.

    • Look at the instructions the ADSL company sent you or check our Configuration page and make sure that you have connected everything up correctly. Try to use whatever equipment the ADSL company sent you and avoid using your own splitter, telephone cable or Ethernet cable.

    • Keep things as simple as possible. If you are trying to connect your own equipment (broadband router or other device) to the ADSL modem and having problems, try first connecting only with the ADSL modem to make sure that you have a functioning ADSL connection. Once you know the ADSL connection is working, then add your own equipment.

    • Is the ADSL service you are trying to connect to currently under maintenance or down? Take a look at our News and Announcements from Asahi Net page. If the service is under maintenance, please try to connect again after the maintenance period has ended.

    Fiber-optic connections

    Here is a list of some basic things you could check.
    • Has NTT East or NTT West opened their FLET'S fiber-optic line for you? If this is the first time you have attempted to connect to the fiber-optic service, you won't be able to make a connection until NTT East or NTT West has completed their work.

    • Is the media converter turned on and is the status of its lamps correct? Please refer to the guide provided with the media converter by NTT East or NTT West. If you have a VDSL modem, for example, a flashing VDSL LINK lamp will indicate the fiber-optic signal is not reaching the VDSL modem; if the LAN LINK lamp is off, it indicates the Ethernet cable is not connected between the VDSL modem and your computer, or there is a problem with your computer's Local Area Network adapter/LAN card/LAN board.

    • Look at the instructions NTT East or NTT West sent you or check our Configuration page and make sure that you have connected everything up correctly. Try to avoid using your own Ethernet cable; instead use whatever NTT East or NTT West sent you.

    • Keep things as simple as possible. If you are trying to connect your own equipment (broadband router or other device) to the media converter and having problems, try first connecting only with the media converter to make sure that you have a functioning fiber-optic connection. Once you know the fiber-optic connection is working, then add your own equipment.

    • Is the fiber-optic service you are trying to connect to currently under maintenance or down? Take a look at our Maintenance and Service Outage page. If the service is under maintenance, please try to connect again after the maintenance period has ended.

    If you still can't get the connection to work, take note of the error message and any error number and please contact Asahi Net .