If the DSL light (sometimes may be called the Ready Light) is flashing on your modem, it means you are not getting a DSL signal.
What to do
Step 1. Take a deep breath
Step 2. Check and see if power cycling the modem clears the problem
- Power cycling is removing the power cord from the modem's back for 30 seconds
- After 30 seconds, plug it back in. If the DSL light starts flashing fast then goes solid, you may still want to call your provider- you could have intermittent signal loss
If powercycling doesn't work, start checking the setup-
- This means make certain the phones are filtered, not the modem
- If you use a two-line adapter, remove it and plug the modem direct to the wall- if it goes solid at that point, bad two line adapter
- Try another phone cord- cords do go bad
Nothing's worked- so now what?
- If the line is not a dedicated internet (You see a phrase like "Dry Loop" on your bill) and has voice- plug a known-good phone in.
- If you have a dry loop- contact your ISP
- If it has dialtone- contact your ISP
- If it does NOT have dialtone, contact your phone service provider
- If you have weird static noises on the line, unplug the modem from the phone line- if it goes away when the modem is removed off the line, contact your ISP for a modem replacement
- If it does NOT go away when the modem is removed, contact your phone service provider for noise on the line
Ok, I've contacted my ISP- what do they expect me to do?
- The ISP will have you run through the troubleshooting I just provided
- Once they've determined that the issue needs to go to Maintenance (Key words: Trouble Ticket, technician call)- make certain you work with them to schedule a window that is at least 4 hours long, and that you provide at least 2 valid contact telephone numbers
- Once the appointment is made, please realize that this is a window- if the tech has not shown up w/in two hours of the window, it is definitely ok to contact the ISP for a status on where the tech is.
. Compensation for downtime
- Varies between companies- usually they will only credit for the service interruption. Documentation is important.
- If your service goes down- *REPORT IT*
- Even if it is resolved by a power cycle of equipment- if you have an issue reported that later needs dispatch- a history of having int issues documented will make you getting the appropriate downtime credit a LOT easier
DO be polite
DO be prepared to troubleshoot- it could be as simple as removing a bad filter to get you back in service
DON'T expect the tech to fix everything. You have to troubleshoot.
DON'T make unreasonable demands- it is very very unlikely to get a technician out the same day if you call in to report at 7pm. Conversely, reporting it in the morning is more likely to get you in the same day. This however is dependent on the work load for the technicians- but the rule of thumb is: The earlier you report the trouble, the earlier it gets fixed.
DO expect courtesy from the agent
DO read terms of service for your provider
DON'T believe what sales says- they will sell you anything to get you to sign.
DO keep a log of when you have issues- it helps, ESPECIALLY in the intermittent issues
DO write down your password to your network and internet- but keep it in a safe place!