by Lori Macdonald

Created on: January 17, 2007   Last Updated: April 19, 2007

Powercycle. That is the first line of attack if your modem is not working correctly. By unplugging the modem, waiting for about 30 seconds, and then plugging it back in, you are giving the modem the oportunity to "train up" to the rate that your ISP has provisioned you for.

Many ISPs provide a type of internet known as RADSL, or Rate Adaptive DSL. This means that if the line is not at its best (perhaps there is static on the line) the modem will train itself down so that it can acheive the best possible data integrity over the line. The drawback to RADSL, is that the modem will never train itself back up, so, unless you powercycle periodically, you will see a steady decline in your internet speed, eventually affecting your ability to connect.

If the powercycle doesn't work, check the phone cord for visible damage (did the cat chew it up?) Reseat the phone cord at both ends. Make sure that jacks and splitters are in good condition, and ensure that your phone cord is not longer than 10-12 feet.

Still not working? Did you recently move your computer from one room to another? It is possible that the orginal jack is the only one in your home that is enabled for DSL. Another thing to check, if you don't have a dedicated line, is the number of devices plugged into jacks in your home. Any more than 5, and you may have a problem.

Fax machines, security systems, furnace-fuel status lines and life lines can also have a negative impact on your telephone lines in your home. If you have any of these, you may require your ISP to have a technician come in to install a dedicated line.

Is your phone working? Is there an audible level of static on your line. This may be why you can't connect.

If all of the above suggestions fail, give your ISP technical support line a call. They have trained agents who have access to tools to check the condition of your line. You may need a tech to come out to do some outside work on your line.

As the training coordinator for a large internet provider's technical support department, these are a few of the situations I see every day. I hope this will someday eliminate your need to call the tech support department sometime.

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