Q: What factors can affect the speed of my DSL connection?

LAN or Multiple-PC connections:

Connecting multiple PCs to a single DSL connection may cause slowdowns since the connection will be shared among multiple users. If you have selected a residential package, it is recommended that there should be only one PC per DSL connection.

Multiple-PC connections are often subject to hardware and software issues that cause slowdowns. Always seek professional help from a computer shop or a network technician when setting up a multiple-PC connection.

Multiple Downloads and Applications:

Running multiple downloads and applications on a single DSL connection may cause slowdowns, as they will all share the same connection. Limit the number of downloads being done simultaneously and see if this improves performance. While you’re downloading large files, avoid using other internet services that require high connection speed, such as online gaming or video-streaming.

Site/Server Congestion:

The site you are visiting may be congested because many users’ computers are connecting to it. Try visiting other websites in the meantime and return later. Site congestion is an issue that is beyond PLDT’s control and should be addressed by the website’s owner. Players of online games may also suffer lag due to the number of players connecting to the same game server. Try connecting to a less populated server and see if it improves performance.

International Connection Problems:

Connection problems in other countries can result in connection slowdowns. This is because the Internet connections of different countries are all interconnected. For example, in December 2006 a submarine cable problem in Taiwan resulted in connection problems in the entire East Asia region, including the Philippines.

Old Computer Parts/Hardware:

Low RAM (64MB or less) will result in computer slowdowns. All of your applications, Internet included, will run more slowly because of low RAM. It is recommended that DSL users should have at least 256 MB of RAM.

A low-quality LAN card can cause slowdowns. Upgrading the LAN card can improve connection speed. Low hard disk space can cause slowdowns, especially for users who download large files like videos or music. It is recommended to keep at least 500MB of hard disk space free when surfing. Computer and Modem Overheating: An overheating computer or modem can reduce its performance, which in turn can affect your connection speed. Ensure that your PC and modem are properly ventilated or air-conditioned. This will also increase their overall service life.

Virus/Spyware attacks:

Computer viruses cause slowdowns. Install and update anti-virus software to protect your PC against viruses. Install/Upgrade the latest software patches and Service Packs for your Operating System (i.e. Windows XP). Peer To Peer Program Slowdowns: When using a peer-to-peer application such as Kazaa/torrents your download speed will be dependent on the number of peers that are “seeding” the files that you are downloading. Please refer to your Peer-to-Peer program’s documentation regarding seeding for more details.

In-House Wiring:

Old or damaged in-house telephone wiring can degrade the speed of your DSL service. If you suspect your in-house wiring is damaged, contact an electrician for repairs. All extension lines must have a microfilter (included with the DSL Modem). Extension lines without microfilters are liable to cause interference and slow down connection speed.

Q: What is the Internet?

A : The Internet is basically a publicly accessible interconnected network of computers that stretches all over the world. This means that a computer in the Philippines connected to the Internet can access another computer on the Internet, even if it’s in another country like the United States. This technology has made it easier for people to share data and information, through the use of various Internet services such as e-mail, websites, file-sharing, etc. These computers are interconnected using a variety of technologies. This can range from simple LAN cables that connect computers with one another in the same room, or via wireless technology that transmits data between continents using satellites. Because of the different technologies used to interconnect computers worldwide, the rate of data transfer (or the speed of connection) varies dramatically depending on the website you are surfing/accessing.

Q: What is Broadband Internet?

A: Broadband Internet access is typically called “high-speed” Internet access. It allows for much higher rates of data transfer than a regular dial-up connection, typically at speeds of 256 kbps (or four times the speed of dial-up). There are many forms of broadband Internet worldwide, but the most popular is DSL.

Q: What is DSL?

A: DSL stands for Digital Subscriber Line. It is a technology that allows users to have faster Internet connections, while still using regular phone lines. This technology is growing in popularity worldwide since it is much easier to install than other types of fast broadband Internet connection. There is no need, for example, to install new cables, or to setup satellite dishes or antennas. In addition to being easy to install, DSL also allows subscribers to use their phone for both voice calls and Internet surfing at the same time, which is superior to dial-up.

Q: What are the special service hotline?

Q: What kind of support can I expect from the PLDT DSL service?

PLDT myDSL services offer technical support for: DSL high-speed modeem supplied by PLDT. The connection from the telephone line jack to the DSL high speed modem and from the DSL high-speed modem to one computer in a stand-alone configuration. PLDT myDSL Services does not offer technical support for: Ethernet card installation and maintenance 3rd party plug-ins for Netscape™ Communicator or Microsoft™ Internet Explorer. Network card configurations if the Network card is not properly recognized by the operating system. System conflicts, hardware/software (e.g. IRQ, video card). Software applications provided by third parties (e.g. ICQ). Home networks. Personal servers, e.g.: Web servers, FTP servers, gateway servers, etc.

Q: Why am I not getting my subscribed speed?

ANSWER: Subscribers that are over 2 kilometers away from the PLDT Central Office might not experience the speed increase due to the limitations of existing DSL Internet technology. However, PLDT is already upgrading its network to the Next Generation Network technology (NxGN), and these subscribers should be able to experience the speed increase very soon. Also, there may be other problems with your DSL connection beyond PLDT’s control. Please consult the top five Frequently Asked Questions (at http://www.pldtdsl.com), which provides solutions to problems frequently encountered by our subscribers.

Q: Is there anything I can do to improve my DSL connection?

ANSWER: Please see the following guidelines below for possible solutions. Physical Connections to DSL modem:

Check the thick Ethernet cable (RJ-45) that connects from the back of your computer to the modem. Make sure it fits snuggly to both your computer and monitor.

Check the thin phone cable (RJ-11) from the modem going to splitter. The cable must fit snuggly to both the splitter and the modem. Check the thin phone cable (RJ-11) from the splitter to telephone connecting block. The cable must fit snuggly to both the splitter and the modem.

Defective LAN Card:

Check if the Ethernet (LAN) led of the modem is lit. If not, the LAN Card may be defective.

Check also the back of the computer where the thick (RJ-45) cable is attached. If the port is not lighted, the LAN Card may be defective.

If the LAN Card may be defective, first try re-installing the LAN Card’s driver. If you do not know how to re-install your LAN Card’s driver, contact the PC outlet where you purchased the LAN Card for help. If the LAN Card is still non-functional even when the driver is disabled, then the hardware itself may be defective. Contact the PC Outlet where you purchased the LAN Card for inspection and possible replacement.

Defective Modem:

The modem itself may be damaged. Before calling for help from PLDT, check for the following conditions:

Check if the Power light on the modem is lit.

Check if the Ethernet or LAN light on the modem is lit.

Check if the DSL light on the modem is lit. If the Power light is not lit, check if your modem is properly plugged to a working 220V outlet. Also, make sure you turn on the modem by pressing the power button. If the modem Power light still does not turn on, call the PLDT DSL Hotline at 172. If the Ethernet or LAN light is not lit, then check the thick Ethernet cable (RJ-45) that connects the modem to the back of your computer. Make sure it fits snuggly. If the light does not turn on, check to see if you have a Defective LAN Card, as described above. Check also if you have disabled your LAN card on your desktop. If you do not know how to check if you have disabled your LAN, check with your Operating System’s Help file to find out how. If the DSL light is not lit, wait for a few minutes until it is lit. If it does not light after a few minutes, there may be a problem with PLDT’s network. If the DSL light remains un-lit, please contact the PLDT DSL Hotline at 172.

Q: Why am I getting Page cannot be displayed ?

ANSWER: This often happens because the website you are visiting is either temporarily unavailable or does not exist. To check if the website is unavailable or does not exist, first visit a popular website such as Google, Yahoo!, or MSN, If these webpages load properly, check the URL you typed into your browser. You may have inputted the wrong URL. Also, if you are certain the website exists and the URL you typed was correct, try clicking the refresh button multiple times. Often, websites become temporarily unavailable if too many people try to access it at the same time. If all websites you visit consistently display the “Cannot Browse/Page cannot be displayed message”, try the following tips.

Browser Settings:

Check your proxy settings and make sure you are not using a proxy server. If you do not know how to check if you are using a proxy server, use your web browser’s Help function to find out how. If you are using Firewall software such as Zone Alarm, check your firewall configurations, anti adware, antispyware settings. Your firewall settings may be blocking access to the Internet. Check your firewall’s documentation regarding how to properly set your firewall settings. Check DNS IP address entries, for residential DSL, set to obtain automatically. If you do not know how to do this, check with your operating system’s Help system to find out how.

Q: How do I measure my connection speed?

ANSWER: Our speed test will help you measure your download speeds. Please note that the displayed speed is only a rough estimate and may vary depending on other factors such as the website you are browsing.