Solving DSL Connection Problems

Solving DSL Connection Problems

If you're having trouble connecting to the Internet, try one of the solutions below:

Check Connection

  1. Turn off your modem and wireless router (if applicable) for 30 seconds
    Many times, this will jump start your service and you should be able to connect to the Internet again.
  2. Wait a few minutes
    If you've been able to connect before, and haven't changed anything, then the problem will most likely clear up on its own after a few minutes.

    NOTE: If you have another computer that you can use and access the Internet on, the issue may be with the settings on the computer that you're currently using. Continue reading below for some advice on how you can fix that.
  3. Check all cords and cables
    Make sure everything is plugged in securely and that all connections to your computer and the modem's power source are snug. The cables wired into your modem and computer should click when they're inserted, so make sure they're all the way in!
  4. Double check your email address and password
    Your email address and password are both case sensitive, so ensure that your Caps Lock is off and retype both.

    If you've forgotten your password (and can connect to the Internet on another computer or device) you can reset it at:

    Please note that your new password may take up to 20 minutes to activate in our system.

Check Modem and Phone Line:

  1. Reduce interference
    Make sure your modem is not near or on top of other electrical devices. Devices that can cause interference include stereo speakers, computer monitors, halogen lamps, cordless phones and their bases.

    If your modem was working and you introduced a new electronic device in the area, try moving the new device and restarting the computer and modem.
  2. Check DSL filters
    Make sure that a DSL filter is installed on every phone jack in the house that is being used by a device, like telephones or fax machines. If you have an unfiltered device in the house, you will need to filter that device and restart your modem and computer. If you do not have an extra DSL filter to use, you can purchase one inexpensively at Radio Shack or one of the many office supply stores. Until you are able to filter the device, keep that device unplugged.

    If you are still unable to connect to the Internet, disconnect all of the devices in the house from your DSL line except your modem. Power off your modem, then power it on again and try connecting to the Internet again. If you can connect to the Internet when only your modem is connected to your DSL line, you may have to replace one or more of your filters.
  3. Check for a dial tone
    Unplug your modem and plug a telephone into that wall jack to see if you are able to receive a dial tone. If not, there may be a physical problem with your phone line. You can either connect your modem to a working phone jack or try to get your problem resolved by contacting your local phone company. If you are able to get a dial tone, this means that your phone line is working; however, something is preventing your modem's connection to go through. Just because your phone line has a dial tone doesn't necessarily mean that the DSL signal is strong enough to function properly. Try replacing the filter, reconnecting your modem, and connecting to the Internet again. If replacing the filter doesn't work, there could be something wrong with your modem and/or phone line. After verifying that you have a dial tone, a working filter, and a working wall jack to test your modem with and you are still unable to connect to the Internet, please contact our Technical Support team.

Home Networking Connection Problems

Visit Home Networking Troubleshooting Tips to troubleshoot your wireless router to regain Internet connection.

If Your Modem Still Won't Connect:

If you've tried the solutions above, but still can't connect, try using a different computer to chat online with a live EarthLink representative at:

Remember, if you have to get connected now, your DSL service includes 20 free hours of Dial-Up service. For help setting up your dial-up service, see Creating a Manual Dial-Up Connection.

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