This documentation is to assist DSL users in determining what may be creating problems with their high-speed Internet connection. If you were given a different IP address setup when DSL was first turned on or for business accounts you will just need to substitute the appropriate numbers for the steps below.

The source of the problem could be many different things. To make the experience with support services much easier on both parties, users can follow these steps to find out if the problem lies in the DSL, PC, or the ISP.

The very first thing to do is check your DSL modem. Internal modem users should see a connected modem icon on your taskbar near  the clock when properly connected. External modems users should have 4 green lights on the front of your modem. If your modem does not show connected or does not have the proper lights, check all cables. 

Modems both internal and external need to be plugged directly into a telephone jack. DO NOT INSTALL A FILTER INLINE WITH THE DSL MODEM!!!  

If you have filters and DSL has been working but suddenly stops, unplug all devices from telephone jacks except the DSL modem. If the modem comes back up after this then the problem is with one of your other devices, not your DSL service.

To determine if DSL is working properly after you have an icon on your taskbar that shows connected and 4 green lights on external modem, you will need to open a DOS window and try to ping your default gateway

Advanced Troubleshooting Procedures: (Please click on your operating system.)

Windows 95-Windows 98-Windows ME
Windows NT-Windows 2000