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DSL Troubleshooting Guide

  This guide will lead you through the steps in getting your DSL working again

  when you are unable to connect to the Internet.

  Power-cycle the DSL modem

  Turning the modem off and back on causes it to re-synchronize the DSL signal

  and the network connection to your computer. Often, this by itself is enough to fix

  a DSL connection problem. To do this, unplug the power cord from the DSL

  modem, wait about 30 seconds, then plug it back in. If you are using an external router, power-cycle it as well.

  Check the DSL “Sync” light

  “The ‘Sync’ light on the modem (may also be labeled? “SYNC/PPPoE” , “DSL”, “WAN” or “Ready”) should be

  lit solid, not blinking. This light will flash when the modem is trying to connect to

  your DSL service. It should about 30 seconds for your DSL modem to connect

  and display a solid light. If the DSL Sync light continues to flash, try the


  1. With the exception of your DSL modem, ensure that all devices plugged

  into the phone line, including fax machines, satellite receivers, and alarm

  systems, have a DSL line filter on them. These filters prevent interference

  with your DSL signal. The DSL modem should be the only unfiltered

  device on the phone line.

  2. If you have PHLO+ or lineshare ADSL, Verify that there is a clean dial-tone on the phone line that is plugged into your DSL modem. You will need a regular analog telephone to do this test.

  3. The phone cable coming from your DSL modem should plug directly into

  the wall outlet. Try bypassing any splitters or other devices as they can

  sometimes cause interference with your DSL signal. We suggest you

  remove and re-plug the phone cable into the DSL modem and the wall

  jack to ensure the cable is plugged in securely. The cable should ‘click’

  when it is pushed into place.

  4. Try moving the DSL modem along with its power supply and phone cable

  to a different telephone wall jack. There may be internal wiring issues

  causing problems with a specific wall jack or group of wall jacks at your


  5. Assuming you are using line-sharing DSL (meaning that your phone and

  DSL share a line) turn off the DSL modem and listen for audible noise on

  the line. If you hear snaps or static when making a phone call, it is likely

  that the phone company will need to repair your wiring before DSL will

  work reliably.

  6. As a final test, running your DSL modem directly into the “MPOE”

  (usually a grey telephone box on the outside of your home where the wires

  attach from the telephone pole) eliminates the possibility of inside wiring


  Reboot the computer

  It seems trivial, but you should always begin troubleshooting computer problems

  by rebooting your computer! This is particularly important if your computer has

  worked fine in the past and only just began to exhibit problems.

  Are you using a router?

  Many people install a router to enable multiple computer to connect to the same DSL line, or to allow wireless network access. If you are not able to connect to the internet, the problem may be in the router and not the DSL line. Try connecting one computer directly to the DSL modem using an Ethernet cable. If your DSL service includes a static IP address, then you will need to change the TCP/IP settings on your computer to connect directly to the DSL modem.

  Verify your TCP/IP settings

  If you have recently changed how your home network is setup (for example, by

  adding a router) or if your DSL is newly installed, check that the TCP/IP settings

  (your IP Address, Subnet Mask, Gateway, and DNS) are correct and match those

  provided in your Installation Guide.

  ? Remove any extra network devices

  If possible, remove any network devices (such as hubs, wireless routers, or

  network switches) that sit between your computer and the DSL modem. You will

  also need to temporarily change the TCP/IP settings on your computer, following

  the instructions for “One Computer” setup in your Installation Guide. By running

  your computer directly into the DSL modem, you can eliminate the possibility

  that the router or other device on your network is causing the problem.

  ? Check the lights on the modem

  Check the status of the various LED lights located on the front panel of the

  modem. The “POWER” light should be lit solid. (On some modems, this light is

  on the power supply itself.) If the power light is off or flashing, check that the

  power supply is plugged securely into the modem, and plugged into a working

  wall outlet.

  Check the “LAN” light

  The LAN light (labeled “LAN” or “ETHERNET”) should be lit solid or blinking

  rapidly. The LAN link light will blink when your computer is sending or

  receiving data. If the link light is not lit, try the following:

  1. Make sure the Ethernet cable connecting your DSL modem with your

  computer is plugged securely into the back of the DSL modem. We

  suggest you remove and re-plug the cable into the DSL modem and your

  computer to ensure the cable is plugged in securely. The cable should

  ‘click’ when it is pushed into place.

  2. If you have not done so already, try bypassing the router and running a

  cable from your computer directly into the DSL modem. This will help

  you eliminate the possibility that one of these devices may be causing your


  3. The cable that connects your DSL modem with your computer may be

  bad. Try a different cable if possible.

  If you have read through this guide and are still unable to connect to the Internet or have

  other questions, call us for help. Our Technical Support staff is available 8:30am-6:30pm

  Monday-Friday, and 10am-5pm Saturday at 510-843-6389, or via email at

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