Tip & How-To about Computers & Internet

Guide for Dsl connection

  1. Powercycle your modem (and router if you are using one) by unplugging the power cord (if you happen to have an on/off switch leave it to on and unplug the cord) for 30 seconds. Plug them back in and wait for them to fully power up (as indicated by the lights on the display which will vary depending upon the brand of modem you have). If you are using a router, plug the modem in FIRST, waiting for it to power on fully and THEN plug in the router. I know all that may seem basic, but trust me... this can solve a lot of problems.
  2. If after powercycling, you are still unable to get online, check all wire connections both to the modem and to your computer. It doesn't take the wire being loose by much for the connection to fail.
  3. If you share the dsl with your normal telephone line (which is the case is most situations) make sure that every analog device (i.e,- telephone, fax machine, if you have a dial up modem plugged in as well, etc.) has an inline filter attached to it. These come with your installation package and should be labeled as such. The filters have a small telephone wire that plugs into the jack with another telephone jack at the other end. Usually they are gray or white/off-white in color, rectangular and about 2 inches long. Plug the phone, fax or whatever device into the jack on the filter. Make sure this filter is NOT on the phone line going to the modem. The purpose of this filter is to filter out the DSL signal and prevent it from "leaking" into the other devices on that line. This is a big problem.

4. If after checking all of that, you are still not online, unplug any device that shares the dsl line from the wall jack(s) leaving only the modem connected to the phone line. This will let you know if perhaps you just have a bad filter. If after doing this your internet is back up, plug your other devices in one at a time to determine which filter will need to be replaced (most of the time you can order them through your service provider or pick them up at a local electronics store).
5. You have now checked all those things and still can't get online. Its time to turn to the computer, and the following steps assume someone is using internet explorer on a windows based operating system. In internet explorer, click on tools, then internet options. Depending on your version of Internet Explorer you will see under the General tab the category "Browsing History" with a delete button under it, or you will see a button that says "Delete Files". In the first instance, click the delete button, in the list that pops up click the first line is "Temporary Internet Files", click the button to delete. In the second instance, click the "Delete Files" button and then put a checkmark in the "Delete all offline content" box and click ok. Now try to browse.
6. If that doesn't work, the final step is to check your computers IP address. Again assuming you are using a windows system, click Start, then Run. In the Run box that appears type "cmd" (short for command). If you are using Windows Vista and have not changed the Start menu view, right above the start button is a box saying "Search Programs", type "cmd" into this box. Above that at the top you will see a small icon with the letters "cmd" next to it. RIGHT click this, and select "Run as administrator" from the list that appears. Now we have a black box with the blinking cursor (the DOS prompt), and it does not matter what is already in there before the cursor, it doesn't affect what we will be doing. Type there "ipconfig /release" It will bring up a list of things, what we are looking for is the IP address (in Vista it will be the IPv4 address). This should now be blank or all zeroes. Now type "ipconfig /renew". Now next to where your IP address is there should be a number. Now IP addresses vary by ISP and obviously individual so I can't tell you what it will be, but there are some things to look for. If you have a router, typicall your IP address will start with "192.x.x.x" (X's are added simply as place holders for illustration). What you don't want to see is an IP of "169.x.x.x" or obviously you don't want this to time out or again come back blank of with all zeroes. If performing this gave you good IP address, then check your connection online.
If still nothing, then it may now be time to call your ISP's tech support line... but remember a few things when you do call...
First- The person you are talking to is not responsible for the problem, they are the ones trying to help you get it fixed. Screaming and cursing at them does nothing but waste time that could be used getting you back up and running. I know we get angry with this happens, especially if its an internet account used for a business, but try to keep it to a minimum. The more cooperative you are with the rep you're on the phone with then the faster the call will go and the more likely they will go above and beyond in assisting you.
Second- Not every problem requires a technician to be sent out to your house/business. 90-95% of connection issues can and are resolved during the call and are more to do with basic setup or issues on the pc or browser. The steps they ask you to take ARE important (and have mostly outlined above). Resolving the problem is all about eliminating possible causes until you arrive at the issue. If you demand a technician and on the very unlikely chance they agree to send one without troubleshooting, there is a very good chance you will be out of service longer. The technicians that go out only service the lines and do not and are not trained to check the setup in the computer or the setup of the modem, thats what the phone representative is for.
I hope this has given you some help in this area and prevents further hair-pulling sessions in the future.

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2 Answers

wired, router, modem and internet light comes on but i am not allowed to browse...why is that? if i connect the modem directly to the pc then i can browse just fine...

Well , the problem is with the router , we can powercycle the complete network and if that does'nt work then router's setting's has to be re-configured.

Steps to powercycle the network:-
1)Turn off or shut down the computer.
2)Take the power chord out from the router.
3)Take the power chord out from the modem and the wait for 60 to 90s.
4)Plug the power back to the modem first and wait until all the lights gets stabilized on it.
5)Once the lights get stabilized then Plug the power back to the router and wait for the lights to get stabilized.
6)Turn on the computer and it might work else re-configure the setting's of the router.

Nov 23, 2009 | Computers & Internet

1 Answer

is this modem capatable with a wireless router?

yes. I work with these modems everyday. The biggest problem wireless users have is that the router and modem stop talking through the ethernet cable. NOT YOUR ISP'S FAULT in most cases. You need to powercycle the modem/router. First, unplug the power to the modem and the router. DO NOT UNPLUG THE ETHERNET CABLE. Now plug in the modem but leave the router unplugged. The modem will now go onto the system and get an ip address. Wait till the modem is completely online. then plug in your router. If it is setup correctly it will go to the modem and find its ip address . you should then be able to log into your router. You will still need to set it up to static or dynamic (DHCP) ip and get your wep or wpa security encription set up. We deal with this everyday at Comcast. We offer full support to our Home Network subscribers using our routers. People get mad when we cannot fix their third party routers but to be honest, nobody can learn all the brands and their software. In addition, fixing any third party equipment is a huge liability we shouldn't be expected take. Be well


1 Answer

Hello, i having problems with my internet connection. I have the charter 5mb service. I am using a Motorola surfboard modem and a Belkin router. Most of the time the connection is fine, however many times throughout the day, especially first thing in the morning, the online light on the modem is not solid therefor no connection. Other times the modem is fine, but the connection light on the router is off, therefor no connection to our wireless notebooks. It happens if we are on the internet and all of a sudden we can surf the net, i go and check the connections, and one or both of the router/modem is disconnected. And also when we are not using the computers, i will walk into the room and notice that the connection light isnt solid on either the modem or router. IN order to fix this i am having to unplug both and plug in modem first til it gets all solid lights, then plug in the router then it usually comes back on, but its annoying and i am getting disatisfied with not knowing whether or not i am going to have a connection from one moment to the next, any help you could offer would be greatly appreciated.

have you tried checking the physical connection of the modem? and please unplug anything else that is connected to the modem while trouble shooting. 1st powercycle the modem thats unplugging the power cord from the modem for a bout 6 to 10 secs. then plug it back it. go to your modems defualt gateway.if you dont know it. it should be written on the modem as well.check for winsock errors. and ping errors as well. if everything is ok, but still having a problem. there might be an emi/rfi electro magnetic interference or radio frequency interference. thats why its advisable to unplug a router. but the main problem might be the router. always obtain the ip and set it to dhcp and that should do the trick.

Apr 24, 2009 | Arris SURFboard Cable Modem

1 Answer

Wireless router stops internet connection to modem during install

are you sure your hooking the comcast modem in the right place?

Feb 08, 2009 | Arris SURFboard SB5120 Modem

1 Answer

lost my connection to wire less router , the phones were down last week and after that we have to plug into router

powercycle your homenetwork. this step works 90% of the time. to powercycle your homenetwork, shut pc down, unlpug the power cable from the router, then unplug the power cable from the modem. give atleast 10 -15 seconds for your devices to refresh the connection. then in turning them back on, replug the power cable for the modem first, with for the sync light be turn solid, replug power cable for the router, then turn pc on.. try pulling up websites, you should be online now. just in case you still can't, bypass the router and connect the modem straight to the pc first. try connecting online, if you can't configure the modem to go online, once done, connect the router back to the equation and reconfigure its settings. you the should be up and running. i can help more if you'll tell me what's the modem and the router..

Dec 13, 2008 | D-Link DI 514 Wireless Router (DI-514)

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