DSL router troubleshooting

If you are experiencing connectivity issues with your DSL internet service we suggest you try some of the following options to restore your connection.

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.

If you are having to power-cycle the modem more once a week please call our repair department at 800-722-1231 for Electric Lightwave customers and 800‑360‑4467 for Integra customers to open a repair ticket.

Check the ADSL modem lights

“The ADSL or link light on the modem should be
lit solid, not blinking. This light will flash when the modem is trying to connect to
your DSL service. It should take about 30 seconds for your DSL modem to connect and display a solid light. If the DSL Sync light is solid, try the following:
:

  • 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 computers 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 (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 problem.
    3. The cable that connects your DSL modem with your computer may be bad. Try a different cable if possible.
Updated on January 30, 2017

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