We have two different types of DSL service. Please choose the appropriate troubleshooting guide. If you are unsure of which DSL service you have there is an easy way to determine this. Simply look at your DSL modem. If the modem was made by Nortel then you have the Nortel One Meg Modem, if it was not made by Nortel then please view our troubleshooting guide for all other DSL lines.
Troubleshooting for all other DSL lines:
- Verify that the DSL modem has power by verifying that the power LED on the front of the DSL modem is illuminated. You may want to test the electrical outlet by plugging a different device into the outlet, such as a clock or radio.
- Reboot your computer and any other networking equipment (ie: routers, switches, printers, etc.).
- Reboot the DSL modem by unplugging the modem from electrical power, waiting ten seconds, and then plugging the modem back in.
- If you have other networking equipment try plugging your computer directly into the DSL modem. If you can get onto the Internet then likely the problem is somewhere on your local network.
- Verify that the DSL link is active. You can check this by looking at the WAN or ADSL LED on the front of the modem. If the light is solid the link is active and functioning. If the light is flashing then the link is trying to come up. Give the modem approximately 60 seconds. If the light does not go solid then verify that the telephone cord is firmly attached in the back of the modem and the wall outlet.
- Temporarily disable any third-party firewall or antivirus software. We sometimes find that these utilities cause connectivity problems. If you disable the third-party software and your connection starts working properly you may want to contact the third-party software vendor for support.
Manuals and Guides
- BEC Modem User Guide
- Setup & Secure your BEC DSL Modem Wireless Connection: There are two different versions of BEC DSL modems that we currently have in use. Each of these modems has a slightly different interface and method for configuring your wireless connection. Fortunately there is an easy way to determine which modem you have:
- Version 1: If your BEC DSL modem has a toggle-switch power button that is located on the back-left side of the modem (when the modem is viewed from the front where the status lights are located), then you should follow of the setup guide.
- Version 2: If your BEC DSL modem has a square power button that is located on the back-right side of the modem (when the modem is viewed from the front where the status lights are located), then you should follow of the setup guide.