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Steps to Troubleshoot a Non-Functioning DSL Connection
- It is best to print a copy of these instructions and keep them near the computer so that if the internet goes down you will still have a copy handy.
- Please note: these instructions are for troubleshooting the DSL modem and not computers or viruses.
- It is in the customer’s best interest to perform all available troubleshooting steps to avoid any extra charges.
- If a technician has to be dispatched to the house and it is not BIT’s faulty equipment, then the customer will have to pay for a service visit.
- By following the steps in the guide, there is a good chance of solving the problem without a technician having to be dispatched.
- Also, bear in mind that modems can be tested and reconfigured at no charge at our office in Bracey VA.
On-Site Labor Hours: DSL/Computer (Normal Business Hours)
- Premises Visit- $30
- Hourly Rate- $75 (1 Hour Minimum)
DSL/Computer (Weekend, Holiday, and After 5:00 pm EST)
- Premises Visit- $60
- Hourly Rate- $112.50 (1 Hour Minimum)
Slow or fast blinking DSL light
- Turn the modem off. (Do not reset the modem. Make sure you turn the modem off or unplug the power cord as there is a small hole next to the power switch that says reset. If this small button is pressed, all of the settings in the modem will be lost and the modem will have to be reconfigured. Wait approximately 5 seconds before turning the modem back on.)
- Watch the DSL light closely as you turn the modem back on. The light will initially blink slowly. If a DSL signal is detected the light will start flashing at a noticeably faster rate.
- Follow the instructions below based on the speed at which the DSL light is blinking.
- If you are unable to determine which DSL light speed you have then proceed to steps 1, 2, 3, and 4 of slow-blinking DSL light. Once steps 1-4 are completed you can then move on to the fast-blinking DSL light instructions as a fast-blinking DSL Light is the most common.
Slow Blinking DSL Light
- Make sure the phone cord is plugged into the modem and the phone jack.
- If the phone cord was unplugged turn the modem off and back on after you plug it back up. Do not reset the modem. Make sure you turn the modem off or unplug the power cord as there is a small hole next to the power switch that says reset. If the reset button is pressed, all of the settings in the modem will be lost and the modem will have to be reconfigured. Wait approximately 5 seconds before turning the modem back on.)
- If you still have a slow blink check for dial-tone at the jack. (Use a cordless or wired phone for this.)
- If you have a dial tone make sure the phone cord from the wall to the DSL modem is in good condition and has a dial tone on the DSL modem end of the phone cord. (Use a cordless or wired phone for this.)
- If you have a dial tone on the DSL end of the phone cord then take the modem to the office to have it checked. You can also call us and put in a trouble ticket.
- Be sure to test as thoroughly as possible! Jacks, house wiring, and phone cords are not EMPOWER Broadband equipment and are not warranted by EMPOWER Broadband.
Fast Blinking DSL Light
- Turn the modem off and back on (Do not reset the modem). Make sure you turn the modem off or unplug the power cord as there is a small hole next to the power switch that says reset. If you hit this button all of the settings in the modem will be lost and the modem will have to be reconfigured. Wait approximately 5 seconds before turning the modem back on.
- Make sure there is NOT a DSL filter, surge protector, or splitter on the phone cord connected to the modem. Below are some pictures of typical DSL filters. DSL filters are meant for telephones in order to filter out DSL noise. These should not be on the DSL modem. Surge protectors and jack splitters can often fail and disrupt the signal to the DSL modem.
- Make sure all of the phones in the house have DSL filters on them if the jack used for the DSL modem isn’t a direct line from a DSL filter in the NID. (Box on the house that the telephone company brings service in from.). Look for a small box that is plugged into the phone jacks wherever there is a phone. If you don’t see any then they probably have a direct line from the NID. If you have a direct line then proceed to step 6 as the DSL will only work on the jack that it was originally installed at.
- If using DSL filters in the house, you can take the modem to another jack in the house that has a dial tone on it with the same telephone number as the jack the modem was originally plugged into. Make sure that you plug the DSL modem directly into the jack and not into a DSL filter, surge protector, or splitter if there is one at the new jack. DSL filters should be on all of the telephones but not on the DSL modem. Also, if you move your modem and have trouble with the modem, you may have a faulty jack that would need to be serviced before the DSL modem can be used at that location.
- At this point, you can assume one of the DSL filters, phones or other devices (Phones, answering machines, fax machines, satellite/cable boxes, etc.) in the house may have gone bad. You will need to unplug all of the phones and other devices in the house connected to a phone jack. Even unplug devices that don’t have filters on them but are plugged into a phone jack. If the DSL light goes solid after unplugging all of the phones and other devices except for the DSL modem, then start plugging everything back up one device at a time. Check to make sure the DSL light stays solid for a few seconds after plugging each device back into the jack to determine which device was causing interference with the DSL modem. If the DSL light continues to blink after unplugging everything then you can tell the customer to take the modem to the store to have it checked or put in trouble.