DSL Broadband Internet
(Support for DSL internet service)

What type of DSL connection do you have?

• DSL and Digital TV (using Residential Gateway)

• DSL Only (using DSL Modem)

DSL through a Residential Gateway (RG)

DSL Does Not Work
 

• Verify that all cables are plugged into proper ethernet jacks.  If necessary, trace cables to appropriate outlets and make sure plugs are snapped into locking position.
   
• Reboot devices in the following order: 
  Residential Gateway (RG) - (allow 5 to 7 minutes for RG to complete reboot)
  Router - Note:  Not all set-ups include this device!  If you have one, reboot it by unplugging and plugging the power cord.  Allow 2 minutes for this device to reboot after the AC power cord has been plugged back in.
  Computer - After all network devices have been rebooted, finally restart the computer and try surfing on the internet again.
   
• Check  to see if the computer is pulling an IP address:
  
  * If your not sure what version of Windows your are using, choose one of the following:
  PDF Instructions
  Video Instructions
  
  
  Windows XP IP Configurations
  Using Command Line PDF
  Using Command Line Video
  Using Local Area Connection Video
  
  Windows 98 IP Configurations
  Using Command Line Video
  Using Windows IP Configuration Utility Video
   
• Some diagnostic facts about the IP addresses:
  
  *  If your computer is pulling a 192.168.XX.XX IP address, then you are hooked up to a router.  If you are still not surfing and you have followed these instructions step by step, then there may be problems in your router.  Try bypassing the router and plugging your computer directly into the RG.
  
  *  If your computer is pulling a 99.99.XX.XX IP address, then our server has blocked your computer from surfing on the internet.  It is infected by a virus and is broadcasting it out over the internet and possibly infecting other customers.  You will need to contact our office for the proper steps to get unblocked.
  
  *  If your computer is pulling a 64.130.XX.XX IP address, then you should be able to surf on the internet.  If you are still unable to surf, try to release and renew your IP address as found in the instructions below.
  
  *  If your computer is pulling any other address such as 169.XX.XX.XX, try to release and renew your IP address as found in the instructions below.
   
• How to renew your IP address.
  
  Windows XP - Renewing IP Address
  Using Command Line PDF
  Using Command Line Video
  Using Local Area Connection PDF
  Using Local Area Connection Video
  
  Windows 98 - Renewing IP Address
  Using Command Line Video
  Using Windows IP Configuration Utility Video
   
• If you continue to experience problems after completing the steps above, please contact our technical support staff.

DSL through a Broadband Modem

DSL Does Not Work
 

• Verify that all cables are plugged into proper ethernet jacks.  If necessary, trace cables to appropriate outlets and make sure plugs are snapped into locking position.
   
• Reboot devices in the following order: 
  Broadband Modem - (allow 2 to 3 minutes for modem to complete reboot)
  Router - Note:  Not all set-ups include this device!  If you have one, reboot it by unplugging and plugging the power cord.  Allow 2 minutes for this device to reboot after the AC power cord has been plugged back in.
  Computer - After all network devices have been rebooted, finally restart the computer and try surfing on the internet again.
   
• Check  to see if the computer is pulling an IP address:
  
  * If your not sure what version of Windows your are using, choose one of the following:
  PDF Instructions
  Video Instructions
  
  
  Windows XP IP Configurations
  Using Command Line PDF
  Using Command Line Video
  Using Local Area Connection Video
  
  Windows 98 IP Configurations
  Using Command Line Video
  Using Windows IP Configuration Utility Video
   
• Some diagnostic facts about the IP addresses:
  
  *  If your computer is pulling a 192.168.XX.XX IP address, then you are hooked up to a router.  If you are still not surfing and you have followed these instructions step by step, then there may be problems in your router.  Try bypassing the router and plugging your computer directly into the RG.
  
  *  If your computer is pulling a 99.99.XX.XX IP address, then our server has blocked your computer from surfing on the internet.  It is infected by a virus and is broadcasting it out over the internet and possibly infecting other customers.  You will need to contact our office for the proper steps to get unblocked.
  
  *  If your computer is pulling a 64.130.XX.XX IP address, then you should be able to surf on the internet.  If you are still unable to surf, try to release and renew your IP address as found in the instructions below.
  
  *  If your computer is pulling any other address such as 169.XX.XX.XX, try to release and renew your IP address as found in the instructions below.
   
• How to renew your IP address.
  
  Windows XP - Renewing IP Address
  Using Command Line PDF
  Using Command Line Video
  Using Local Area Connection PDF
  Using Local Area Connection Video
  
  Windows 98 - Renewing IP Address
  Using Command Line Video
  Using Windows IP Configuration Utility Video
   
• If you continue to experience problems after completing the steps above, please contact our technical support staff.