Welcome to our Support page
We understand how critical broadband is to life and work. Whether you are suffering from a total loss of service, intermittent connection or slow speed, we are here to help.
Before calling us, there are some easy to follow steps which you should try:
1) Check your router - is the Internet light on? The location and symbol will vary, but most routers display whether your connection to us is OK. This is often displayed as a planet earth symbol. If it's orange then your router isn't connected to us.
2) Reboot your router - it's a cliche, but a simple router reboot can often restore service. Turn the power off at the wall and wait 30 seconds, then power it back on. It will take up to 3 minutes for your service to restore following a router reboot (assuming that's all that was required). Note that you should NEVER press the router reset button - it will wipe your router's configuration and you'll need to reconfigure everything.
3) Check cables - are the cables all properly seated and free from damage? Has there been lightning in the area which may have damaged the line?
4) Try another device - test your connection using a different device like a phone or tablet - if the service works then it's a problem with the first device.
5) Test with a cable - whilst many people use WiFi for most devices, it is important to check your connection using a laptop cabled directly to the router. This will eliminate issues with your WiFi.
In many cases, the root cause of issues is WiFi and not the internet connection itself. Distributing your broadband service through your home or office can be challenging. We've written a helpful guide to WiFi and speedtesting here
If your connection is still faulty, please get in touch.
Please have your account details to hand before calling as you'll need to pass our security check. These will typically consist of a SOP number, Account Reference and Shared Secret (password). If you don't have these details to hand, we will need to ask you some questions about your name, address or account to validate your identity.
It's also ideal if you are in front of your PC/router to complete diagnostics.
Speedtesting
For Rural broadband http://espeedtest.scotnet.co.uk
For users on service over 40 Mb/s please use the external Ookla site www.speedtest.net and choose the Scotnet London server. It is best to test using a wired connection directly to the router and with WifI devices in airplane mode and using this guide
Generic Information
Incoming mail server - IMAP pop.scotnet.co.uk port 143 using STARTTLS. please be aware that accounts have a 100Mb storage quota.
SMTP server - mail.scotnet.co.uk - no authentication port 25 STARTTLS from a scotnet IP address.
An SMTP Relay account is available for £25+vat per year for when travelling.
Webmail is also available
DNS
217.16.223.201 - 80.80.184.254 - 185.27.197.4
Connectivity
VDSL VLAN 101 PPPoE
Radio and FTTP PPPoE
ADSL VPI 0 VCI 38 using PPPoA