Troubleshooting Your DSL Connection

All DSL Internet Access issues can be broken down into the two categories of synchronization and non-synchronization. This is also called “synch but no surf”, and “no synch”. If you are synched up but cannot reach the Internet, this means that though your DSL modem has made a connection to your telephone services central office, you are not authenticating through your provider or are not reaching the Internet. If you are not synched, your modem has failed to reach your phone service's central office.

Your first step in troubleshooting should always be to restart all of your equipment. This means turning off your computer and unplugging your modem. Turning your modem off may not be enough to get it to restart itself, so always unplug its power source. Leave your modem off for 1 minute, then plug it back in and turn on your computer. If this doesn't solve your problem, see if your modem is synchronized with your service by checking its connection light.

Troubleshooting DSL Access with Synchronization

If you are synchronized with your DSL service, the connection light on your modem should be solid. Depending on your DSL modem manufacturer, this light might be called Connection, Online, Internet, or any number of other names. If this light is solid that means you are in synch with your service. If you are still unable to access the Internet, the number of possible problems on your end is very limited. Possible problems are:

• NIC Card - The Network Interface Card (NIC) that is installed in your computer is faulty or unseated. If you know how to install a NIC card, then it is simple enough to make sure that the card is securely seated and in its card slot, and that the appropriate drivers are installed on your computer. See the manual that came with your NIC card for specifics.
• Configuration Issue - The DSL modem you are using does not work with your current service, or is misconfigured in some way. This is almost never the case if you received your modem from your DSL provider, and seldom occurs in new devices. If this is the problem, you will need to change the default protocol on the modem itself to match the protocol of your DLS Internet Service. If you are unsure how this is done, contact your modem manufacturer for specifics.

If your modem is in synch and neither of these possible fixes alleviated the connection issue, then call your ISP and have them troubleshoot your line for excessive line noise. It is possible that the phone lines in your area are having an outage, or that they are so noisy your packet loss is preventing a clear connection.

Troubleshooting DSL Access without Synchronization

If your modem is out of synch with your service, this means that your modem's connection light is on but blinking. Something is preventing a connection to your phone service central office, and the problem is probably on your end. Check the following issues:

• DSL Line Filters - Your DSL modem more than likely came with several phone line adapters called filters. These filters are designed to prevent noise interference from your phone lines to your DSL modem. Without these filters in place, it is possible that you will be unable to synch with your service due to line noise. Be sure every phone jack that has something plugged into it has a filter. Even one unfiltered jack can prevent connectivity.
• Telephone Jack - It is possible that the phone jack you have your DSL modem plugged into it too far away from your phone service's Minimum Point of Entry (MPoE). The MPoE is a box outside your house or apartment, and is the location that all your phone lines run through. Plug your DSL modem into the phone jack that is closest to your MPoE. If you are not sure which one this is, try them all. If you remove a DSL filter during this process, do not forget to replace it. If you synch up with your service at another jack, but not the one you want for your modem, it is possible that you have an internal wiring issue or a DSL filter problem.
• Modem Drivers - It is possible you are using out of date drivers for your modem, or the drivers you are using were not installed correctly. A modem driver is the software your computer uses to control the processes of your modem. Windows XP has a substantial database of drivers compatible with DSL modems, so if you are using this OS this is probably not the problem. Your modem should have come with driver software, so if you are unsure if the drivers are installed, check the installation instructions that came with your modem.
• Firewall - If you are running a firewall, then your security setting might be so high that it is preventing your modem from making a connection. Disable your firewall, unplug your modem and let it restart. If you synch with your service, check your firewall setting and lower the security setting, or set it too recognize your network connection as safe.

Most of the time, these simple fixes should get you back to the Internet and save you a lot of time talking on the phone with your ISP's support personnel.

However, if fixing these issues still does not solve your problem, then you will need to call your ISP for more information.

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