Troubleshooting

 

It is recommended that you print out the troubleshooting steps for your particular connection as you may not be able to reach these pages if you’re having connection troubles. Please click the link for your respective connection above to find a downloadable PDF version of the troubleshooting guide. A program compatible with PDF files (such as Adobe Reader) is required to view and print these files.

 

ADSL Troubleshooting

If the ADSL is not working properly check the following:

  1. Reboot your computer
  2. Reboot wireless router (if applicable)
  3. Turn modem off and back on. (DO NOT PUSH THE RESET BUTTON ON THE BACK AS THIS WILL REMOVE ALL OF THE SETTINGS FROM YOUR MODEM)
  4. Make sure modem is turned on and ADSL light is solid
  5. Make sure your phone line is working with a normal telephone
  6. Make sure the phone jack that the modem is plugged in to is working with a normal telephone
  7. Make sure there is a telephone cable connecting the wall jack to the phone/DSL jack on the back of the modem
  8. Remove any surge protectors that the phone cable is plugged directly in to.  Also remove the power plug for the modem from any surge protectors
  9. Ensure your modem is plugged directly in to the phone jack
  10. Check settings in computer

It is recommended that you print out the troubleshooting steps for your particular connection as you may not be able to reach these pages if you’re having connection troubles. A program compatible with PDF files (such as Adobe Reader) is required to view and print these files.

 

Click here to download the printable PDF file.

 

Wireless Troubleshooting

If the Wireless Internet is not working properly, check the following:

  1. Reboot your computer
  2. Reboot wireless router (if applicable)
  3. When installed, there should be one of the following inside your home, close to the computer or the wireless router:
    • A black box approximately 1 ½ inches wide by 3 inches long by 1 inch tall with two Ethernet (resemble phone connectors) cables coming out of it as well as a power cable.  This box should have a green light lit up on it
    • A gray box approximately 1 ½ inches wide by 2 inches long by ½ inch tall with two Ethernet (resemble phone connectors) cables coming out of it as well as a power cable.  This box should have two green lights lit up on it
  4. Regardless of which device you have, please remove it from the power source for 30 or more seconds, then plug it back in
  5. One at a time, disconnect both Ethernet cables from this module, and plug them back in
  6. Remove the power plug from any surge protectors, try a standard outlet
  7. Check settings in computer

It is recommended that you print out the troubleshooting steps for your particular connection as you may not be able to reach these pages if you’re having connection troubles. A program compatible with PDF files (such as Adobe Reader) is required to view and print these files.

 

Click here to download the printable PDF file.

 

Remote Troubleshooting

For remote support, contact our office during regular business hours.

If remote support is needed, the support technician may ask you to download TeamViewer.