Knowledgebase: Troubleshooting - DSL
Unable to Connect
Posted by Mark Vandepol on 26 January 2016 12:21 PM

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 60 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 (“ADSL”) 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 following:

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.

2. 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 location.

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.

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.

Check the “LAN” light

The LAN light 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 problem.

3. The cable that connects your DSL modem with your computer may be bad. Try a different cable if possible.

 


 

 

 

 

 

 

 

 

 

 

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