ADSL Troubleshooting

People needing extensive DSL support should call Monica or Frank at 208-883-5500 or 1-800-310-5554.

Speedstream 6520

The lights on the front of the Speedstream give clues to the source of the problem.

If the DSL light is on and steady, your hardware link to the Internet is probably functioning.  If it is blinking, and does not steady down in less than one minute, try unplugging the phone cable at both the modem end and at the wall.  Leave it out for at least 20 seconds, then plug it in again.  The wait is necessary for the ADSL equipment at the other end of the phone line to notice there's something wrong and reset itself.  You may also turn off the ADSL modem, wait 20 seconds, and turn it on again (but that doesn't cure a loose phone cable).

If the Internet light is on, the ADSL modem has logged in successfully.  If it does not go on, your account may have expired.  Phone us and ask.  Our system will automatically expire a PPPoE account 14 days after payment is due.  (Internet is paid ahead of use, like rent or phone bills.)  There may be other reasons the ADSL light is on, but the Internet light is not.  Try turning the DSL modem off, waiting at least 20 seconds, and turning it on again.  If that doesn't work, phone us.  208 883 5500 or 800 310 5554.

If the Ethernet light is on, your computer is plugged in and the router sees it.  If you are using an Ethernet cable but the Ethernet light is off, chances are either the cable is loose or the Ethernet port on your computer is disabled.  Notebook computers will often disable ports unexpectedly if they are on battery power and running out of juice.

If you are using wireless to connect to the DSL modem, try reconnecting.  If this is the first time your computer has connected wirelessly, try repairing the wireless connection and re-entering the security key.  Many computers will pretend they are connected if the security key is wrong, but you cannot reach the Internet.

Wireless is the least reliable way to get a signal from your computer to your router.  It can be fuzzed by a bad microwave oven, a TV or a cordless phone.  It can be weakened drastically by a stove or refrigerator or even a person between your computer and the router.  Foil insulation in the walls, or Low-E glass do not pass wireless signals well.  Cement, metal window screens (anything metallic!) all cause problems.  Distance is a problem.  Some wireless cards in a computer are much better than others at discriminating a signal out of noise or distance or radio clutter. 

When troubleshooting a wireless problem, first try moving your computer right next to the router.  If it connects here, but not where you want it, check out the list in the previous paragraph for possibilities.  Sometimes moving the computer a couple of feet can do the trick. 

If moving the computer does not allow you to connect, your wireless card may be disabled (notebook computers will often do this unexpectedly if they are on battery power and running out of juice).  Check to make sure the antenna on the wireless router is pointing straight up if you are on the same floor as the router.  If you are right above or right below the router, try tilting the antenna.  Pointing the antenna directly at or directly away from your computer gives you the weakest possible signal.

If you simply cannot get to the Internet using wireless, try using the Ethernet cable as a troubleshooting tool.  If your computer can connect through Ethernet, but not through wireless, that eliminates a lot of possibilities - you know the DSL modem is connected to the Internet, you just need to get your computer connected to the DSL modem.