How to Trouble shoot a DSL Connection

Base test

Restart your computer and the DSL modem. Then, try to go to some websites or use your email account. If both web browsing and email are still not working, follow these steps. If your computer is giving you an error code,

Tests to perform on the modem and the information it provides

  1. Make sure that every device that is connected to a phone line, for example, a cordless or corded telephone, an answering machine, a fax machine or a satellite receiver, has its own filter. Filters direct the device’s signal to the correct frequency on the land line, thus eliminating interference with the modem.
    • GVC filters : Must be plugged into THE WALL JACK. Then insert the telephone line that goes to the phone (phone-cable-filter-wall jack).
    • Daewoo filters : Must be plugged directly into the TELEPHONE. Then insert the telephone line and plug it into the wall jack (phone-filter-cable-wall jack).

    Very important : the DSL modem MUST NOT be connected to a filter at any time.

  2. Check your modem’s connections.

    There are three connectors on the cable modem. Make sure they are properly plugged in and there is no gap between the outlet and the connector. Check these three connectors:

    • Electrical connector for plugging in the cable from the adapter.
    • Network port (RJ45) for plugging in a network cable to the computer or router.
    • Telephone jack (RJ11) to connect a telephone line.
  3. The modem’s indicator lights help you make an initial diagnosis. This is what the lights mean:
    • POWER — On when the modem is plugged into an electrical outlet using the power adapter.
    • ETHERNET — On when a device such as a computer or router is connected to the network port (ETH) on the modem, and the device is operating properly.
    • DSL — On when the modem is connected to the network. This light flashes when the modem turns on, then stops flashing and stays on when the modem is connected to the network.
    • INTERNET — On when username and password have been authenticated.
    • ACTIVITY — Lights up intermittently, when the modem is transferring data.
    1. First, make sure that the « DSL » light is on and is not flashing.
    2. If the « DSL» light is on:
      1. Make sure that the network cable (RJ-45) is properly connected from the modem’s «Ethernet » port to the « blue Internet » port on the gateway.
      2. Also make sure that the network cable (RJ-45) is properly connected from the «yellow Ethernet » port on the gateway to your computer’s network card.
      3. Try to restart the telephone gateway by unplugging the power cord and plugging it back in.
    3. If the « DSL» light is off or flashing:
      1. Make sure that the DSL modem’s phone line is properly connected to a wall telephone jack.
      2. Also make sure that the telephone line connected to the modem is not plugged into an extension. It should be no more than six feet (approximately three metres) long.
      3. Make sure that there are no splitters (Y connectors) between the DSL modem and the telephone jack.
      4. Make sure that the modem does not have a filter on it.
      5. Try plugging the modem into another telephone jack. The DSL modem can get a signal even if no computer is connected to it. So, you can test the modem in various jacks without moving your computer. Does the DSL light stay on in other jacks or outlets? If so, there may be a problem with the building’s wiring. Contact technical support for more information.
      6. Test it with all of your phones, fax machines, satellite receivers and answering machines unplugged. A defective device or filter can interfere with the signal. Unplugging everything except the modem is an easy way of checking this! If you unplug all of your devices and the DSL light remains on and is not flashing, plug the devices in one at a time to determine which one is defective.
      7. If the « DSL » light is off or flashing after several tries with all other devices unplugged, contact INTERNET technical support.