BSNL BB ModemTrouble shooting Guide!

As this post is old one several of  customers requested it in first page they can easy to access the information.

This is the first rule when your  BB services is degraded.( if you find Line man is making patches in the BB wire then give a complaint to Authorities.(However now it seem BSNL is not making fresh purchase of cables and drop wires, in some places they may ask you to provide the new wire!!)

1. Check the Wires

The leading-in cable (drop wire) from the junction box (DP box) to your house

should be as straight as possible, should be of a single length without any joints.

The wires should not be coiled anywhere and should be away from electrical

lines. With these types of irregularities, i.e with joints or coiled or near power

cables, your phone might work fine but the DSL link may not hold and work


2. Splitters and Parallel telephones

Never by-pass the splitter. The splitter does the job of separating the high

frequency ADSL signals from low frequency telephone signals. If the splitter is

not installed correctly, the broadband connection is likely to go down every time

the phone rings. Any parallel phone connections should be after the splitter and

not before it. The line from the exchange should first enter into the splitter’s Line

jack. The phone should be connected only to the phone jack of the splitter. The

ADSL modem should be connected to the modem/DSD jack of the splitter. A two

way jack may be connected to this phone jack to install your parallel telephones.

The wire leading into the modem should not be running parallel or close to

electrical wiring.

3. Signal to Noise Ratio (SNR)

Check your line SNR. To do this, first you need to enter into the Modem’s web

page by typing in your browser. The modem might ask for

user-name and password. The default user-name / password is admin / admin

(except for the modem Utstar300R where it is admin / utstar ). Under the heading

Device Info > Statistics > ADSL, you will be able to see the SNR Margin and

Attenuation. The SNR should be higher than 20 though anything above 10 is just

enough. The Attenuation should be as low as possible. But if the attenuation starts

going higher than 40 and SNR going down below 10, it is time to complain about

the line condition to the BSNL  Helpline 1500.

4. Know about your mode of working

You should be aware of whether you are using the Broadband in Bridge mode or

PPPoE mode. For the Bridge mode, a network dialer icon will contain your user-

id and password and you need to click the icon to get connected to broadband and

thereafter you will open your explorer to view web-sites. The other method which

is widely used is PPPoE mode, where your user-id and password will be available

(configured) in the modem itself. In this case, after switching-on the modem and

when DSL (Link) light is glowing steadily, you can start browsing straight-away.

We recommend you to first switch on your modem and then switch on your

PC/Laptop. Your user-id will be either in dataone domain or in domain.

You may visit our website and click the appropriate link “Check

Your Account Usage” (for user-id in dataone domain) or “Usage Detail Portal”

(for user-id in domain & provided with portal-id) to check your usage,

change your password etc.. You can change your password, but please remember

that whenever you change the password using the web-site, the same password

change must be carried-out in modem (for PPPoE mode) or in the dialer (for

Bridge mode) also.

5. DNS Servers

• DNS servers are used to resolve the URL like into an IP

Address like which is required by routers to take you to the

website. The DNS server IP will automatically be available in the Modem for

PPPoE mode of working. Ensure to keep the modem settings to acquire the

DNS IP automatically please.

• For Bridge mode of working, your machine will be getting the DNS IP

automatically. You may check it by giving the command ipconfig /all in the

command prompt.

• It will always be better to assign an IP address to your Ethernet/USB/Wifi

adapter to which the modem is connected. To set this, go to control panel,

click Network connections and under the “LAN or High-Speed Internet “

there will be icons like Local Area connection, Wireless Network

Connection showing the NIC card , USB port, Wireless adapter to which

your modem is connected. Right click on the icon, select Properties, click on

Internet Protocol(TCP/IP), click on Properties, click on “Use the following

IP address” put the IP address as, subnet mask as and default gateway as and Preferred DNS as Click OK and then again OK and close every thing, reboot your

machine to the take the settings. One can use the public DNS like or also, but if some sites are not opening

using this DNS, BSNL cannot take the responsibility. On the contrary, if

some sites are not opening with BSNL DNS but opening with the public

DNS, the matter may be reported to our helpline so as to analyse & resolve

the case by contacting the website administrators.

6. Positioning of ADSL Type II Modem (Wi-Fi Router)

Though the wireless signals from the ADSL Modem with wireless capabilities

(Wi-Fi Router), typically operating at a frequency of 2.4GHz, can reach Wi-Fi

enabled laptop / PC within a range of around 50 meters, the brick walls and

reflective surfaces will weaken and bounce the signals respectively. It will be

better to place the Wi-Fi Modem (Router) on a higher place to avoid physical

obstructions. Another main source of interference is the cordless phone. Keep the

router as far away from the cordless phone or choose cordless phones that use

different frequencies. To increase the wireless range, one can also use a wireless

repeater purchased from local market. Before purchasing, ensure from the vendor,

it supports the Wi-Fi router you have.

7. Wi-Fi Security :

The security options of wireless router should fully be utilized to avoid someone

from your neighborhood accessing your modem. The wireless signals might reach

the neighboring houses, and if the security options are not enabled, there is every

chance of misuse of your broadband connection. By default, BSNL gives your

wireless modem with security enabled. But by some chance, if the modem gets

reset, the settings might be lost. Hence it is advised to check the security options

are enabled. Customers can visit the modem webpage as stated earlier and check

the wireless security options. The very basic level of security is by giving the

wireless key, which will be asked by the modem when a Laptop/PC is trying to

access the modem for the first time. There are two types security key algorithm.

One is WEP (Wired Equivalent Privacy) and another WPA (Wi-Fi Protected

Access). The WPA is more secured and recommended by BSNL. The next

(advanced) level of security is – MAC Filtering by which only your Laptop/PC

will be permitted to access the modem, even if someone knows your security key.

The detailed procedure for the above two levels of wireless security is published

in our website

under the heading “Wireless Security”. The default SSID (Service Set Identifier)

of the modem may also be changed as per your desire and the SSID may also be

made hidden (turn-off SSID broadcasting) so that others will not even know about

your wireless modem. In this case of Hidden SSID, your PC/Laptop will be

connected to the modem as you have already configured for the connection in

your machine. However sometimes your machine may not be able to get

connected and in such case, you may just right-click on the Wireless Network

Connection icon either in the task bar or in Network connections under Control

panel and select Repair option please.

8. Watch2out for bandwidth overhead:

Many applications like Windows updates, anti-virus updates and other software

updates will be using the broadband connection in the background. Some of these

updates might ask for confirmation before downloading, many may not even ask

and will be simply running in the background which will affect your browsing /

download speed. One can find-out the applications which are running, by going to

the Task Manager (Press Ctrl-Alt-Del keys together to get into the Task

Manager). You may shut down such of those applications which are running

without your consent. But beware that shutting down some vital applications

required by your operating system inadvertently will cause hanging of your

system. Windows updates, Anti-virus updates etc.. could be scheduled to run

when your system is free and your not browsing. This will help in utilizing the

bandwidth effectively.

9. The nuisance & Danger of Viruses

You might some time feel that your broadband was quite good some time back

but it is slow now a days. One of the major reason for this is likely to be your

machine getting infected with a computer virus. Adwares, spywares too will affect

your speed. Hence it is very important to have a good anti-virus software and

spyware, adware detectors in your system.



11. Crossing the Free usage

At present for Multiplay Broadband customers (Customers of domain) for

certain plans, you will receive an intimation when crossing the monthly free usage

limit. You may kindly press the button, “I Agree” to continue to enjoy the

broadband which is chargeable as per your plan. However, we request you to

kindly switch-off and switch-on the modem after pressing the “I Agree” button


A.Trouble Shooting

switch-off your modem when not browsing even if you are in unlimited

plan. If the modem has been purchased from BSNL, never change the power

adapter of the modem with local one.

Indications / observation Suggested Action

1 DSL (ADSL) Link light is not

glowing or it is blinking and

goes off

Check for any loose connection in splitter and

modem. Ensure that ADSL/Modem port of

Splitter connected to DSL port of the modem

2 Getting error 691 (in Bridge


Check your user-id and password

3 Getting error 678 or 769 (in

Bridge mode)

Check whether your Ethernet/USB/Wifi port is

in Disabled state. If so, enable it. Problem not

solved >.

Carry-out remedy of sl no: 9, Still

problem call our helpline

4 DSL is steady but no browsing

(in PPPoE mode)

Go to modem webpage & check the WAN

status of your Modem for possible

“Authentication failure”

5 DSL is steady & no

Authentication failure but still

no browsing

Check whether your modem is having your

user-id. If it is showing something like

“multiplay”, change it with your user-id, save

and reboot the modem and try.

6 DSL is steady, no authentication

failure, modem is having your

user-id, but still no browsing

Go to command prompt (Start > Run> type


Press Enter)

Give the command ping and press Enter. If getting 4

successful replies, then problem is in your

browser. Re-install it or re-install O/s. If

getting “Could not find host”, there is DNS

issue with your machine/modem, call 1504.

In Linux open the Terminal give ping command as above

7 Modem & PC connected via

USB but USB light is not


Check the USB cable for loose connection.

Reinstall Modem’s USB driver. Still problem >

call our helpline

8 Modem & PC connected via

Ethernet but Ethernet/LAN light

not glowing

Check the Ethernet cable for loose connection.

Check whether Local Area Connection icon is

available under Network Connections in

Control Panel. If not available, reinstall driver

of the Ethernet card.

9 Unable to open the modem


Go to LAN settings, assign IP address, subnet, gateway

as Reboot PC and try again

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  1. August 16, 2014 at 6:46 am

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