SOLVING DSL CONNECTION ISSUES:

Observe Modem Lights

Before we begin, let's take a look at the DSL modem. If you cannot locate your DSL modem, see [Identify your DSL Modem|Identify your DSL Modem] to help you visually locate it. On the DSL modem, we need to see what the Power light and the DSL Sync light is doing. The DSL sync light, depending on your modem, will either be labeled "MODEM", "ADSL", "DSL LINK", "WAN" or "LINK". The Power light and DSL sync light should be a solid green.

If no lights are lit, please move on to the Ensure power is connected section. If the Power light is solid green but DSL sync light is flashing green, please move on to the Power Cycle section. If both lights are solid green and you're still experiencing issues, please move on to the Power Cycle section.

Ensure power is connected

If no lights are illuminated, more than likely the power adapter became unplugged somewhere. Look at the back of the modem for a small round power adapter cable plugged into it. If you do not see the power cable connected to the modem, locate it and plug it in. The easiest way to locate it is to find where the power adapter is plugged in and trace the wire. There are pictures of the power supply for your modem at Identify your DSL Modem to assist you in locating it.

If the power adapter cable is plugged into the modem, locate the power adapter plug and verify it is plugged in. There are pictures of the power supply for your modem at Identify your DSL Modem to assist you in locating it. If both sides are plugged in and there are still no lights on your DSL modem, take the modem and power adapter to another outlet and plug it in there. If there still aren't any lights, please move on to the Replace Modem section.

If, after finding that your modem was unplugged and you've plugged it back in, you are still experiencing issues, observe your DSL lights again. If the Power light is yellow-orange-brown colored instead of green, please move on the the Replace Modem section. Otherwise, pleae move on to the Ensure phone line is connected section.

Power Cycle

A lot of common problems associated with intermittent DSL service can be resolved by resetting the DSL modem. The best way to do this is to unplug the small round power adapter from the back of the modem, leave it unplugged for 30 seconds then plug it back in. Once it is plugged back in, observe the Power and DSL sync lights again. The Power light should turn green followed by the DSL sync light blinking. The DSL sync light should progress from a slow blink, to an accelerated blink then turn solid green. If the DSL sync light doesn't go to a solid green after a minute of observation, please move on the the Ensure phone line is connected section. If the Power light is yellow-orange-brown colored instead of green, please call us.

If the power light and DSL sync light remain solid green but you still have issues surfing the internet, please move on the the Ping test section.

Ensure phone line is connected

Sometimes, a phone line can become partially or fully disconnected, causing a service issue with DSL. Check the phone line where it connects to the back of the modem as well as where it plugs into the wall jack. Fully remove the line by pushing down the plastic clip, pulling the line out of the jack, then pushing it back in. Listen for the click of the tab as it seats into the jack. If your phone wire does not have a tab on one or both ends, replace the phone wire as soon as possible as there is nothing to hold it in place in the jack.

If the phone wire connects into a two-way splitter, try bypassing the two-way splitter and connect the phone wire directly into the wall jack to see if it resolves your DSL issue. Two-way splitters or the DSL line filter attached to one of the two jacks of the splitter can go bad, which will introduce too much noise into your phone line causing DSL service interruptions. Replacement splitters and line filters can be picked up at any store that sells telephones or computer equipment or can be ordered from Rapid Systems and shipped to your house. If, after verifying the telephone line is properly connected, you still see the DSL sync light flashing green constantly or intermittently, please move on to the Isolate DSL Modem section.

Ping test

To test your internel connection, it is useful to run a ping to a site on the public internet to see if you get consistent replies. To do this, click on your start button, select Run (Vista users can type the following command into the search box at the bottom of the start menu), then type:

ping -t google.com

This will start a constant reply request to Google. You should receive constant "Reply from". If you're seeing a lot of Request timed out. messages or if you get to replies at all, please call us.

 

If, after exhausting all above troubleshooting steps, you are still experiencing issues with your DSL service, please call Techsupport (575)758-4838 for additional troubleshooting.