Troubleshooting your failed Internet Connection (Cable or DSL)
Getting your internet connection back online can be a cumbersome exercise in patience and a struggle working
with someone for whom English is a second language. Try these steps first to eliminate the most likely culprits
before forcing yourself down this path.
- Reboot your computer, your router, and, if separate, your cable/dsl modem. Many routers and modems do not
have power switches and can only be restarted by pulling out the power cable and pushing it back in. Do NOT
press the reset button unless instructed to.
- Wait a minimum of five minutes and test your connection again
- If you have several computers connecting through your cable/dsl connection check to see if any of them
can browse. If so then the problem most likely lies with the computer(s) in question and not your
connection/router.
- Label where cables connect, you do not want to have to guess later how to reconnect them.
Scotch tape works wonders.
- Disconnect all cables from all devices (modem, router, and computer). Reconnect all connections.
If any connectors are broken or loose replace the cable/modem/router as needed. Reboot all devices and test.
- If you are using DSL service make sure that all devices have a DSL filter: Kitchen wall mounts,
security systems, and fax machines are frequently overlooked. Make sure there is not a filter between
your modem and the phone jack. If a filter has a splitter after it (between it and the devices connecting
to the phone line) then all devices after the splitter are filtered.
- If you are using cable service remove any splitters between the wall jack and the cable box and run
one coaxial cable to the modem. Reboot and test again.
- Remove the router and plug a computer directly into the cable or dsl modem. If you are not using
dynamic IP addresses (the default for all PCs) you will need to switch to it. Reboot the modem and the
PC and test. If it works, then replace your router. If it does not leave the configuration in its current
setup, call your cable/dsl company and tell them what you have already done.
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