DSL Self Help

To minimize downtime there are a number of steps you can take prior to calling tech support. Many of these steps may even resolve your problem. Below is a list of common steps that you can take.

Reboot your DSL Router/ Wireless Router: Just as a computer may need a reboot now and then,  routers may also require an occasion reboot. If your DSL or Wireless router does not have an on/ off switch you can unplug the power adaptor and wait approximately 30 seconds before plugging it back in. 

Check connections: Before moving your computer or router(s) make sure you take note of your setup so you know what and where things are plugged into. Make sure the phone cable is securely connected to the router and the phone jack and that your Ethernet cable is securely connected to both your computer and your DSL router or your wireless router should you have one.

Phones/ faxes/ cable receivers/ alarm systems, etc... : Many people have one or more of these items utilizing a phone line. For example, your cable receiver may be sharing the same line as your DSL service. This is not a problem, however, each device connected to phone line that handles  DSL must be connected through a line filter which prevents the DSL and other devices from interfering with each other. Even if you do not use this device frequently it can still be causing interference. Line filters can be purchased for a modest charge by contacting tech support or in the electronics department in many department stores and technology stores. Please note: Consult with your alarm system provider prior to filtering this device. Some alarm system providers may require a licensed professional to install a filter.

Check for dial-tone: Your DSL service uses a regular dial-tone phone line. Absence of dial-tone will most likely result in no DSL service. Possible causes of no dial-tone are faulty phone jacks, disconnects for non-payment to the phone company, and changes to your inside wiring. Check with your local phone company is a good place to start should you lose dial-tone. In most cases, DSL will be restored once you regain dial-tone. This may not be the case if your phone service was disconnected for non-payment with the phone company which may require Net Access to re-order the DSL line.

Phone line noises: Noises such as hissing sounds and crackling may not be a distraction when speaking with people over the phone line, however, it may cause your DSL connection to go down or become unreliable. First make sure that all phones/ faxes/ cable receivers/ alarm systems, etc... are properly filtered before contacting your local phone repair.