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Troubleshooting DSL Problems

My DSL connection is down. What should I do?

If you can't go to any web sites or check email, there's a possibility your DSL connection to us has dropped. Look at the DSL modem box that the dsl phone line is plugged into. Depending on the make and model, it should have a WAN or DSL light that is on and solid when the DSL connection is active. You can try resetting the DSL modem by simply unplugging the power cord (or turning off the power button) and plugging it back in to re-power it. After a minute or two, the DSL or WAN light should become solid if the connection is being made.

Most DSL modems also have a small reset button on the back. Be careful NOT to accidentally press on this - if you do for several seconds it may reset the modem to its factory defaults, meaning you'll need help from us to reconfigure it.

If you've repowered your DSL modem and the DSL or WAN light does not come on solidly, verify that it is plugged into the wall jack securely with a phone line. Verify that this jack has dialtone by trying a telephone on the jack. Verify that all other phones or faxes in your home or office on this same phone number have DSL filters. Finally, make sure there is no filter on the line going from the jack to your DSL modem. If you have a DSL splitter filter on the jack, try bypassing it and plugging directly in to the wall to see if that fixes it.

If you DSL modem's DSL or WAN light is solid and you still can't get online, check the connection between your PC and the DSL modem. Normally, this is connected with an "ethernet" or "network" patch cable which looks like a fat phone cable. If connected properly, the DSL modem should have a solid light on the LAN or Ethernet indicator. If it doesn't, you may try rebooting your PC. Check your PC's wireless connection settings if you connect to your DSL modem wirelessly.

I can go to some sites and not others. How do I fix this?

Occasionally, some web sites may be down or inaccessible due to problems on their side or backbone issues across the internet. However, if you find that you can consistently get to some sites and not others, or consistently cannot get to secure webpages, your PC may have an MTU issue. MTU is a setting in your PC related to size of data packets it can send and receive. It's a very technical issue, so contact our support staff before changing it, but if we determine you need to adjust your MTU, the following utility, Dr.TCP is available for download here to help you make the change. Normally, a PC has an MTU setting of 1500, but often a change in setting to 1440 or other smaller values may help. You must REBOOT your computer after using Dr.TCP for the change to take effect!



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