Someone behinde the trees to find something

Troubleshooting

Broadband

My broadband isn’t working:

  1. Check what lights are on your modem – the power, broadband, internet and wireless lights should all be on and illuminated Green. On Modem you can see the power, broadband, internet and wireless lights should all be on and illuminated Green

    The modem shows the four lights needed for a successful connection: Power, Broadband, Internet and Wireless.

    If there are only two lights on, this could indicate a cabling issue or a fault on the line when broadband isn’t working, most users will find that only the power and wireless lights are on.

    Only two lights on, Power and Wireless
  2. If this is the case, check the cable going from the grey ‘DSL’ port (socket) at the back of the modem to the phone socket on the wall and make sure it is not loose. Also check that the cable is going into the correct port (socket) – it should be going into the side of the wall double socket with the computer icon.
  3. If you have checked this and the other lights don’t come back, contact tech support on 1890 987 550.
  4. If your broadband light is solid but your internet light is red, or your broadband light is solid, but your internet is not on, this could mean one of the following:
    • There’s a potential fault on the line.
    • Your modem needs to be configured.
    • There is an account issue such as billing or authentication.

    If this case, you will need to contact tech support on 1890 987 550.

I want to change my wireless password:

For the all black Technicolor modem model TG588v v2, follow these steps:

  1. Open a fresh browser page;
  2. Go to the URL bar at the top of the webpage and enter the following IP address – 192.168.1.1. This will bring you to the modem login page: The modem login page
    TG588v v2 Landing Page:
  3. Click on ‘sign in’ and an admin pop-up box will appear. It will prompt you to enter a username and password. The default username and password should be ‘admin’ for both;
  4. Once you are signed into the modem, click on ‘wireless’. This will bring up the wireless settings;
  5. Scroll down until you see ‘wireless password’. This is where you can change your password;
  6. Once you have entered in the relevant details, click save;

Note: You will have to enter your new wireless password onto every device that uses your WiFi. For the all-white Technicolor Fibre To The Home modem model TG589vac v2, follow these steps:

  1. Open a fresh browser page;
  2. Go to the URL bar at the top of the webpage and enter the following IP address – 192.168.1.1. This will bring you to the modem landing page;
  3. Click on ‘sign in’ and an admin pop-up box will appear. It will prompt you to enter a username and password;
  4. Sign into the modem. The default username should be ‘admin’ and the password is the ACCESS KEY located on the sticker on the bottom of the modem or on the card that came with the modem. The Access Key on modem tag
    TG589vac v2 Fibre to the home network details:

For the all-white Technicolor modem model TG582n, follow these steps:

  1. Open a fresh browser page;
  2. Go to the URL bar at the top of the webpage and enter the following IP address – 192.168.1.254. This will bring you to the modem landing page.
  3. Sign into the modem. The default username and password should be ‘admin’ and follow the steps (4 to 6) above: Modem admin page
    TG592n Landing page:

    For the all-white Technicolor Fibre To The Home modem model TG589vac v2, follow these steps:

  4. Open a fresh browser page;
  5. Go to the URL bar at the top of the webpage and enter the following IP address – 192.168.1.1. This will bring you to the modem landing page;
  6. Sign into the modem. The default username and password should be ‘admin’ and follow the steps (4 to 6) above;

I want to check my broadband speed:

  1. Log onto www.speedtest.net or www.fast.com to perform a wired speed test – it will let you know your ping time, download speed and upload speed. All you have to do is follow the quick and easy steps onscreen;
  2. In order to perform the wired speed test, you will need to plug an Ethernet cable into the laptop and modem. Log onto the internet and run the tests ( speedtest and fast ) . This will give you accurate speed tests; Ethernet Instalation

Modem attached to a computer via an ethernet cable. You should receive an ethernet cable with your modem.

I need to connect to my WiFi:

The steps you will need to take to connect to your WiFi will depend both on the device and the operating system (i.e. Windows &, 10 MacOS etc.) you are using. See below for further instructions:

Mac OSX
  1. Find your network name and wireless key on the sticker on back of the modem or on the card provided with the modem
  2. Click on the airport (WiFi) icon at the top right of your desktop screen.
  3. Find and select your network name.
  4. Enter your wireless key password.
The Modem Info Card
The Modem Tool

Wireless Card and Sticker on the back of the modem with your network details;

Windows 7
  1. Find your network name and wireless key on the sticker on back of the modem.
  2. A yellow sign covering your WiFi icon indicates that you are not connected. Click on this.
  3. Find and select your network name.
  4. Click ‘connect’ and enter your wireless key.
Windows 8
  1. Find your network name and wireless key on the sticker on back of the modem.
  2. A red sign or a red ‘x’ will be covering your WiFi icon if you are not connected.
  3. Move your courser to the far right to activate menu options and select ‘settings’.
  4. Click on your WiFi icon.
  5. Find and select your network name.
  6. Click ‘connect’ and enter your wireless key when prompted.
Android Phone/Tablet, Apple iPhone/iPad, Windows Phone:
  1. Tap on ‘settings’.
  2. Choose the WiFi option and make sure it is turned on.
  3. Find and select your network name.
  4. Enter your wireless key when prompted.

I want to connect my gaming console to the internet:

If connecting via WiFi, follow the instructions below:

PS4
  1. Turn on the Play Station and wait for the home screen to load up.
  2. Scroll to and select ‘settings’ on your home screen.
  3. In settings:
    • Select the ‘network’ option.
    • Select ‘set up internet connection’.
    • Select ‘use WiFi’.
    • Select ‘easy’.
    • Select your WiFi network.
    • Choose your preferred method of text entry.
    • Enter you WiFi security key and click ‘done’.
  4. Wait a few moments while your PS4 connects to your WiFi.
  5. Your PS4 is now connected.

If connecting via Wired connection (ethernet cable), follow the instructions below:

  1. Turn on the Play Station and wait for the home screen to load up;
  2. Please ensure that the ethernet cable is attached correctly to your PlayStation;
  3. Locate and select ‘settings’ on your home screen;
  4. In settings:
    • Locate and select ‘network';
    • Select ‘set up internet connection’;
    • Select a LAN cable;
    • Select ‘easy’;
    • Select ‘test your internet connection’;
  5. Wait a few moments while your PS4 connects via an Ethernet cable;
  6. Your PS4 is now connected; The Painel Playstation 4

    PS4 Settings Page.

Xbox ONE
  1. Turn on Xbox and wait for the home screen to load up.
  2. Press the ‘menu’ button on your Xbox controller.
  3. Locate and select ‘settings’ on your home screen
  4. In settings:
    • Locate and select ‘network’.
    • Select the ‘set up your wireless network’ option.
    • Find and select your WiFi network.
    • This option will hint at you to ‘enter a password’.
    • Enter your WiFi password and click ‘enter’.
  5. Wait a few moments while your Xbox connects to your WiFi.
  6. Your Xbox is now connected.

If connecting via Wired connection (ethernet cable), follow the instructions below:

  1. Turn on the Xbox and wait for the home screen to load up.
  2. Please ensure that the ethernet cable is attached correctly to your Xbox.
  3. Press the ‘menu’ button on your Xbox controller.
  4. Locate and select ‘settings’ on your home screen.
  5. In settings:
    • Select the ‘network’ option.
    • Select ‘test network connection’.
  6. You should now see the status of your connection.
  7. Wait a few moments while your PS4 connects via an Ethernet cable.
  8. Your PS4 is now connected. The Painel Connection Xbox

    Xbox Settings Page.

I need a static IP address for my broadband connection:

Contact customer care on 1890 987 550 and ask for a static IP address to be applied. This will cost €50. Please note, a static IP from a former internet service provider will not migrate when moving to a new provider.

My emails won’t send:

Since I moved to Pure Telecom, I have been unable to send and receive emails on my device.

  1. Go to your email server settings on the device in question.
  2. Enter Pure Telecom’s email server settings, which are as follows:
    • Outgoing Server Setting: Try smtp.puretelecom.ie or smtp2.puretelecom.ie.
    • Incoming Server Setting: Dependant on ISP. Check settings with your provider.
    Pure Telecom’s server settings on Outlook2016.

    Server settings on Outlook2016.

My WiFi password isn’t working:

  1. Make sure that CAPS LOCK is not selected. If you have a character that looks like a capital ‘O’ with a line through it, then it’s the numeric value for zero.
  2. Change accordingly and re-enter.
  3. Failing this, you may need to contact our team on 1890 987 550.

I want to know why I need a new socket installed in my home:

If you are about to have Fibre broadband installed for the first time, the onsite engineer/technician will need to install a faceplate that allows for both a broadband and phone connection. (There will be a phone icon beside the phone port and a computer icon for the broadband port.) The modem and phone will then plug in here. It is important to also have a power socket close by for the phone and modem to plug into.

Switch Modem

I am moving to a new house and want my Pure Telecom service moved to a different address:

Simply ring customer care on 1890 987 550 to discuss your options. A line may not be active at the new address and may need to be installed. We recommend giving three weeks’ notice in order to have a new line ready for when you move in.

Phone

Who should I contact if I have a fault on my line?

Once your line has switched to Pure Telecom, you should contact Pure Customer Care if you are experiencing any difficulties with your telephone service.

Is there anything I am required to do before I log a fault?

If you are using a splitter, with both a modem and a phone plugged into the one socket, we request that you remove all connections from the main socket and plug each one in separately and directly (without a splitter). This can help determine if the issue is with the line or with the splitter, handset or modem. For example, the handset may work when plugged in on its own, proving that there is no fault on the line, but rather the issue/fault might be with some of your equipment.

A technician will fix a fault on the line free of charge, right up to the main socket. However, if the fault is deemed to be related to an internal issue and not on the line (e.g. with a faulty handset or modem), there will be a call-out charge and that is something we’d like to help you avoid. If the issue is with them modem, then our Technical Support team can assist.

How long does it take to repair a fault?

Once a fault is reported, it is generally worked on within two or three working days. On average, faults are repaired within two working days, however there may be circumstances which mean it may take longer e.g. if a pole or cable needs replacing, or if a licence is required from the council before work can commence.

Will a technician have to visit my home?

Most faults are resolved through testing at the telephone exchange in your area. If a technician needs access to your home, you will be contacted to arrange a time of appointment.

What are the possible causes of a fault?

There are several reasons why a fault might occur. A few main reasons are as follows:

  1. Alterations to connections and wiring inside the home.
  2. Local or exchange faults (average repair time is 24 hours).
  3. Fallen lines due to building work or from storms and high winds.

Will I incur any costs if I have a fault on my line?

If you have tested your handset and internal setup, and concluded that it is not such a fault, you will incur no costs. However, if it is a fault with your equipment or wiring, you will incur a cost where this needs to be replaced or repaired. There is no charge if the fault is on the line.

What is the procedure of processing a Fault?

  1. Call Pure Telecom to log a fault on 1890 987 550.
  2. A Pure Telecom customer service agent will guide you through a series of questions in relation to your fault.
  3. Pure Telecom will test the line using equipment which detects problems up to the local telephone.
  4. Please have an alternative contact number in case the technician needs to speak with or update you on the day.
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