Table of Content

1. Difficulties connecting to Infolient Broadband

Possible Cause Solution
Telephone lines: Faulty line or suspension of account (because of non-payment)

Check your phone line:

  • Make sure your phone line is functioning
    (not suspended)
  • Lift your receiver and check for a dial tone,
    noisy line or crossline
If there is no dial tone or problem with the telephone line, Kindly call Infolient Customer Centre (1-700-800-801).
Hardware set-up: Wrongly set-up, loose connection

Check your modem/line/microfilter connectivity:

  • Ensure all physical connections are done correctly
  • Ensure all cables are fitted properly
  • Please ensure your modem is turned on
If still in doubt, try replacing the cables
Faulty hardware : Modem, network card, splitter

Check your modem "Link/DSL" light status:

  • A blinking light may mean a faulty modem, a faulty splitter or a lost connection
  • Reboot your modem (switch it off, and then on again)
  • Make a direct connection from the wall socket straight to the modem, bypassing the splitter
  • If still in doubt, try replacing the cables
If the light is still blinking, it may be due to a network problem. Kindly call Infolient Customer Centre (1-700-800-801).

2. Cannot Browse
Possible Cause Solution
Operating System (OS) infected by virus
  • Update your antivirus/anti-spyware/anti-adware software from time to time
  • To ensure that the antivirus is working correctly, try uninstalling and reinstalling the software
  • Please ensure that security measures (such as the firewall) do not interrupt critical PC operations
Incorrect browser configuration
  • Ensure that there's no proxy setting configured
  • nsure that your browser is not configured to dial a default dialler
Internet Service Provider network problem Kindly call Infolient Customer Centre (1-700-800-801)

3. Invalid Login ID or Password
Possible Cause Solution
Typo error of the login ID, password or both
  • Ensure that you type your login ID in the following format:
    @infolient (eg. abc@infolient)
  • Ensure that you type the correct password
Note: Only one login session is allowed at one time. Login ID is case-sensitive.
Infolient account suspended due to non-payment Ensure that there is no outstanding payment due to your Infolient account.

4. Remote Computer Did Not Respond
Possible Cause Solution
Faulty hardware: Modem, network card, splitter

Check your modem "Link/DSL" light status:

  • A blinking light may mean a faulty modem, a faulty splitter or a lost connection
  • Reboot your modem (switch it off, and then on again)
  • Make a direct connection from the wall socket straight to the modem, bypassing the splitter
  • Try using another RJ11 (telephone cable)
  • If the light is still blinking, please call our Customer Relations at 1700-800-801.

If the "Link/DSL" light is lit, try to uninstall the current dialler and reinstall it.
Check your LAN/ETH light on the modem. If it is off, try the following:

  • Ensure that your network card is fitted properly and enabled
  • Reinstall your network card software/driver
  • Ensure that RJ45 (network cable) is properly fitted to the modem and PC
  • Try using another RJ45 (network cable)
Note: If the light is still off, it is possibly due to a faulty modem, network card or network cable.
Connection problem at Internet Service Provider If the above does not resolve the problem, it may be due to a connection problem at Infolient. Kindly call Infolient Customer Centre (1-700-800-801).

5. The specified destination is not reachable

Possible Cause Solution
Network cable is disconnected
  • Check the physical connection between modem and network card
  • Replace the RJ45 (network cable)
  • If problem persists, the network card may be faulty
Network card is disabled Enable the network card.
The network driver is corrupted

Enable the network card.

  • Click Start, select Run, type sysdm.cpl, and then click OK
  • Click on the Hardware tab, click Device Manager, and then locate Network Adapters
  • Expand Network Adapters, and then right-click the icon for your network adapter
  • Click Uninstall, and then click OK. In the dialogue box that prompts you to remove the files that are associated with this device, click Yes
  • Restart the computer or click Action, and then click Scan for hardware changes
  • If Windows finds the device but does not recognize it, you need to install the latest driver for the network adapter

6. Frequent Disconnections
Possible Cause Solution
Faulty modem
  • Ensure the modem is plugged with the original power adaptor
  • Try to reinstall the dialler
  • Test using a different modem
  • Change the splitter
Faulty RJ45 (network cable) or RJ11 (telephone cable) Test using a different RJ45 (network cable) or RJ11 (telephone cable).
Incorrect parallel telephone line setting Ensure that the internal telephone line setting is correct.
Telephone line quality If the above does not resolve the problem, it may be due to telephone line quality. Kindly call Infolient Customer Centre (1-700-800-801).

7. Noisy telephone line

Possible Cause Solution
Faulty modem (in the case of modem with built-in splitter)

Disconnect the modem from the telephone line connection. Check if the noise is still there. If it is, kindly call Infolient Customer Centre (1-700-800-801)

Faulty splitter/microfilter Disconnect the external microfilter/splitter from the telephone line connection. Check if the noise is still there. If it is, Kindly call Infolient Customer Centre (1-700-800-801)

8. Slow Internet connection as compared to package subscribed

Possible Cause Solution
Computer infected by virus, worm, adware or spyware
  • Update your antivirus/anti-spyware/anti-adware software from time to time
  • Run the above software to make sure there are no malicious viruses/programmes in your system
Location of Website - Website is hosted internationally or locally. The response time depends on how close your location is to the website you are trying to access. Try accessing the website at different times.
Popularity of Website - The more popular a Website, the more people will try to access it. Sometimes, the Website’s servers cannot cope with this huge demand. Try accessing the website at different times.
Peer-to-peer (P2P) downloads - Using P2P (e.g. Kazaa and Bittorrent) downloads to transfer files will affect the speed of your other Internet activities. Try using the P2P application at different times