DSL Tutorial

DSL Connection Troubleshooting Tips

If you ever have problems with your DSL connection, try the following troubleshooting tips to help you get back on line faster:

1. Power cycle everything. Turn your computer, ADSL modem, and all networking equipment off for at least 30 seconds, then turn it back on and try connecting again. This solves a LOT of customer problems. NOTE: If your modem does not have an on/off switch, unplug it from the electrical outlet to turn it off.
2. Make sure everything is connected securely. All telephone cables and devices, microfilters, and networking cables will usually have an audible "click" when they are firmly connected.
3. Check for Sync. If your modem isn't in Sync, you will not be able to connect. Disconnect all your telephones and other devices. If your sync comes back, plug everything in, one device at a time, until you find the culprit.
4. Check for interfering devices. Interfering devices are the most common cause of intermittent and performance-related problems.
5. Double check your setup. Even if you do not think that anything has changed, double check your setup anyway. If you contact EarthLink technical support, you will be asked to check it anyway, so save your time on the phone and check everything before calling. Verify the modem is plugged directly into a phone jack (no filter between the jack and the modem). The phone cord should not exceed six feet. Make especially sure that all microfilters are in place where they are needed.
6. Try a different program. If you can't open any web pages, try checking your email, or vice versa. Sometimes a problem may be with a specific program, and not your connection. If it is, troubleshoot only that program.
7. Check for outages. Use your dialup backup to connect and go to Network Status to check and see if there are any known outages in your area.
8. Remove the home network. If you are having problems browsing, set up a direct connection from your computer to the modem, with nothing else between them. Many connection problems are actually problems with the network, and not the ADSL connection. If you can get online without your home network, you can troubleshoot your problem at your Support Center.
9. Check the alarm system (if you have one). Make sure the alarm line has been filtered. Your home security company can advise you on whether any special equipment is needed for ADSL service to coexist with your specific alarm system.
10. Wait two to four hours. Many temporary outages are identified and solved in this period of time.
11. Look for patterns. If you lose sync every night at 7:48, this gives a lot more information than just saying, "I lose sync sometimes." The more specific the information is that you can provide about your problem, the more likely it will be that the problem can be solved quickly and easily.