Nortel One Meg Modem Troubleshooting

  1. Does the modem have power? If there is no power to the modem check both ends of the power cord. If this does not resolve the problem, verify that the electrical outlet is working properly by plugging in another device, such as a clock or portable radio. If the electrical outlet is working properly contact our office for a replacement modem.
  2. Reboot your modem. Always a good place to begin. You can reboot your modem by unplugging the power wall from the socket. Wait ten seconds and plug it back in. Remember to wait approximately 60 seconds after you plug the modem back in to give the DSL modem time to connect to the VTel network.
  3. Check status lights. Checking the status lights on the front of the modem. It has six lights across the front:
    1. The first light is the power light. If this is off but the modem has power it is probably just a defective LED and not a serious problem.
    2. The second light shows communications between the modem and the VTel network. This is off when no communications are happening. Red when data is being received from the VTel network, Green when data is being sent from your premise and Orange when data is being both sent and received.
    3. The third light is the DSL "sync" light. This indicates the status of the DSL line.
    • Off - This could be several things, such as a bad LED, the modem is still performing starting up, or the modem is bad. Start by waiting another 15 seconds. If the LED does not come on or start blinking contact our office to obtain a replacement modem.
    • Red - The modem does not detect a signal from the VTel network. Verify that the line cord is firmly attached in the back of the modem and to the wall jack. You can also verify that the telephone outlet is operating properly by attaching a corded telephone and making sure that you have dial tone and can make phone calls. If the phone jack is fine, and the problem persists, contact our office for assistance.
    • Orange - The modem sees the VTel network; however is unable to establish a stable link. Verify that the line cord is firmly attached in the back of the modem and to the wall jack. You can also verify that the telephone outlet is operating properly by attaching a corded telephone and making sure that you have dial tone and can make phone calls. If the phone jack is fine, and the problem persists, contact our office for assistance.
    • Solid Green, with occasional Red or Orange flickers - The modem is establishing a link to the VTel network; however the link is not stable and is dropping. Wait approximately 60 seconds. If you are still experiencing problems contact our office for assistance.
    • Solid Green - The modem has a stable link with the VTel office. If you are having connection problems you may want to try rebooting your computer and check your Ethernet connection or networking equipment.
  4. The fourth light indicates traffic passing between the modem and your computer or networking equipment. Red means traffic going one direction. Green is traffic flowing in the other direction. Orange indicates traffic in both directions. No LED means no traffic is flowing.
  5. The fifth light is the Ethernet collision light. This light should be off. If there is any illumination then it indicates a possible problem between your computer and the modem. The symptoms of an Ethernet collision problem are usually slow throughput or intermittent connection. Ethernet collisions can be caused by: a bad modem, a bad Ethernet cable between your computer or network equipment and the modem, or a problem with the computer or networking equipment. It is usually best to replace the Ethernet cable first. If that does not resolve the collision issue then replace the modem or the computer network adapter or other networking equipment.
  6. The sixth light is the Ethernet connection LED. A green LED indicates that the modem is seeing a good connection from the computer or networking equipment through the Ethernet cable. This light only looks in one direction. If you suspect an Ethernet connectivity problem, it is possible that the other direction may still have an issue. If this light is off, check the Ethernet cord and computer equipment. If the problem persists replace the modem and Ethernet cable. If problem still continues then the problem is likely the computer or networking equipment.