DSL Common Problems and Possible Solutions
DO NOT EVER PRESS THE RESET BUTTON ON THE DSL MODEM!
1. Reboot the Computer
2. Power-Cycle the DSL Modem
a. Turn the DSL Modem off and unplug it. Then wait 30 seconds
b. Plug the DSL Modem back in and turn it on. Wait another 60 seconds
c. Retest Internet connection
3. Remove Any Network Devices between the computer and the DSL modem
If the aforementioned did not fix the issue, remove any network devices (such as hubs, wireless routers, or switches) that sit between your computer and the DSL modem. By running your computer directly into the DSL router, you can eliminate the possibility that another device on your network is causing the problem.
4. Power LED Status
Check the status of the LED lights located on the front panel of the modem. “POWER” or “PWR” should be lit solid. If the power light is unlit, red (amber), or is flashing, try the following:
a. Ensure that the power supply is plugged in securely, both at the wall outlet and at the back of the DSL modem
b. You may need to try a different wall outlet.
c. The DSL modem may be faulty.
5. DSL LED Status
“DSL” light should be lit solid. The DSL light will flash when the modem is trying to connect to your DSL service. In most cases, it should take less than 60 seconds for your DSL modem to connect and display a solid light. The DSL light must be solid if a connection to the ISP is to be established. If the DSL link light continues to flash, try the following:
a. 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.
b. 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.
c. 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.
d. With your DSL modem turned off, check the phone line for line noise. Audible phone line noise might be interfering with your DSL signal. If you hear snaps or static when making a phone call, it is likely that the phone company will need to repair your wiring or the wiring in your house will need to be checked by Casa Grande Internet.
e. Running your DSL modem directly into the telephone Network Interface Device (NID) can eliminate the possibility of inside wiring issues. Please contact our technical support department for information on how to do this.
6. Internet LED Status
The “Internet” light should be lit and Green. It may blink while the connection is in use. This light indicates that authentication is successful and the connection between the DSL modem and Casa Grande Internet is established. If the internet light is not lit or Red, try the following:
a. Power Cycle the DSL modem.
b. If the internet light is not lit is the DSL light solid? If Yes, there is no Username/Password information in the DSL modem, contact the Help Desk at (520) 421-3333.
c. If the Internet light is Red – Authentication has failed. Contact the Help Desk at (520) 421-3333.
7. Ethernet (LAN) LED Status
The Ethernet light should be lit solid or blinking rapidly. The LAN link light will blink when your computer is sending or receiving data. It will remain solid while no data is being passed. If the link light is not lit, try the following:
a. Make sure the Ethernet cable connecting your DSL modem with your computer is plugged into the LAN port on 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
b. If there are any network devices between your computer and DSL modem, such as a hub or other router, try bypassing them and run your computer directly into the DSL modem. This will help you eliminate the possibility that one of these devices may be causing your problem.
c. The cable that connects your DSL modem with your computer may be bad. Try a different cable if possible.