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DSL Modems
I. Physical Setup
-check all connections (mske sure all DSL filters are in place)
-get modem model #, open Troubleshooting/Clickthrough window if necessary
-check if router is being used
-check to see if all modem lights are solid green, if so go to II. DSL Light
-if Ethernet light is off troubleshoot NIC card then continue
-if only DSL light is off or blinking skip to II. DSL Light
-if Power light is off
-try different outlet (without UPS/SPS)
-test outlet with another appliance
-if Power light is red:
-try different outlet, without UPS/SPS (test outlet with another appliance)
-check to see if using original cord that came with the DSL modem and
make sure you are not running it through any UPS/SPS devices
-check all DSL filters (check for line static)
-hard reset modem (hold until lights go off and start coming back on again)
II. DSL Lights
-if DSL light is off
-has ever worked before, if not, account isn't provisioned
-check all physical connections and filters
-powercycle the modem and turn off the computer, (1min) then modem back on
-check Mapping
-if DSL light is blinking
-ask if DSL has ever worked before, if not, account isn't provisioned
-check all physical connections and filters
-powercycle the modem and turn off the computer, (1min) then modem back on
-check mapping
-if DSL light is solid green
-try browsing IP (192.168.1.1)
-try browsing URL, if no, check DNS Settings
-repair connection in IE Options
-if on then disable
-if off then use DNS #'s from KB/Service Info
-problem might be virus/spyware/mail client (refer to MFG)
-ipconfig release/renew (result all zeros=bad NIC, unless account is static)
-netsh i i r log (then reboot)
-Win98/ME reinstall TCP/ IP if customer has MFG disk or .cab files
-Win 2000 change TCP/ IP to NetBeui then back again
-check NIC card in device manager (multiple cards?)
-Windows XP or Windows 2000 ensure the LAN is enabled
-clear browser cache and temporary internet files in IE Options
-make sure connection settings are not set to dial default connection
-reseat the ethernet cable and make sure there is no router
-disable any antivirus or firewall software on the computer
-make sure TCP/ IP settings on NIC set DHCP (Obtain IP and DHCP automatically)
-disable everything in IE Options/Connections/LAN Settings
-hold in hard reset for 15 sec. then open 192.168.1.1
-setup PPPoE and UN/PW, connect?
-if timing error check mapping
-if authenication error verify UN/PW (reset if necessary)
III. Speed/Throughput Issues
-recently upgraded speed package?
-if yes, has it been 48 hours since upgrade order?
-get GID to find speed package
-have customer goto speed test page
-(http://www.dslreports.com/stest)
-if speed isn't at least 80% of guarantee check following
-using provided phone cord?
-DSL filters installed correctly? (bad filter?)
-remove HUBS/ROUTERS/SWITCHES
-powercycle modem
-if needed, input UN/PW and enable PPPoE
-runanother speed test
-suggest MS Anti Spy-Ware/SpyBot/Ad-Ware/etc.