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Trouble Shooting Ideas

Does customer have dial tone on their telephone sets?

If customer does not have dial tone on any of their telephone sets within their house or business, call QWEST Repair.

If customer has dial tone on some telephone sets within their house or business, verify that they have dial tone at the RJ-11 Jack Connector where their Qwest DSL Modem is connected. 

Is there static on the voice line?

Customer should make certain that the Microfilters provided by QWEST are installed on all telephone sets and analog devices, such as fax machines and alarm units.  The ends of the microfilters are marked with "Wall" and "Phone."  They must be installed in the correct orientation relative to the wall jack and phone jack or the service will not work.  The "Wall" end should be plugged into the phone cord going to the wall jack.  The end "Phone" end should be plugged into cord going to the telephone. If the filter is plugged in correctly and there is still static on the voice line with the Qwest DSL modem disconnected, call QWEST Repair.

Are software applications operational?

Determine if the computer and computer’s software applications (e.g., Netscape Navigator or Microsoft Internet Explorer browser software) are operational. 

Check if other applications, such as word processing software loaded in their computer, are operational. 

If other applications are not operational, refer to their computer owner’s manual and operating system guide for additional computer trouble-shooting tips.

The modem’s LAN LINK light is out.

If the modem’s LAN LINK light is out after customer has connected the modem to the computer’s Ethernet port using the RJ-45 Ethernet crossover cable, the modem and computer are not communicating.  Check to make sure the cable is connected to both the modem and the computer.

If customer used another Ethernet RJ-45 cable, it may be a “straight-through” Ethernet cable. The modem must be connected to the computer with an Ethernet “crossover” cable. Use the Ethernet RJ-45 crossover cable supplied in the Qwest DSL modem package.

If customer is connecting the modem to a local area network (LAN) hub, they will need to plug the Ethernet crossover cable into an uplink port on the hub. If no uplink port is available, use a straight-through Category 5 Ethernet cable.

Is there power to the modem?

The modem’s green POWER light does not light.

The modem is not receiving power.  First, check that the outlet is powered by plugging another electrical device into it. Next, check to make sure the connection to the modem’s PWR port is tight.  If the modem’s POWER light still fails to light, customer should call 1-800-247-7285.

The modem’s green WAN LINK light blinks and goes out.

The modem has failed to establish a Qwest DSL connection.

Some potential problems may be:

·         a security system,

·         an apartment security buzzer,

·         or a water meter connected to the telephone line.

·          

If they have any of these, customer should call 1-800-247-7285.

If customer's Qwest DSL Host is using Point-to-Point Protocol (PPP), customer may have entered their PPP user ID or password incorrectly.  If either of these is incorrect, the ISP will receive an “Authentication failed” message whenever the modem attempts to make a Qwest DSL connection. Customer should call their ISP and if necessary repeat the step for setting their modem to PPP.

Are all of the cables properly connected?

·         Determine if the connection between the Cisco DSL router Power Port and the electrical AC Power Outlet using the power cable is securely in place.

·         Check the connection of the Cisco Management Port to their Computer using the Straight-Through serial cable (with DB-9 connectors) used only during modem set-up.

·         Check the connection of the Computer NIC Card to the Cisco Ethernet Port using the 10/100BaseT Category 5 Ethernet crossover cable with RJ-45 connectors.

·         Check the connection of the Cisco DSL WALL Port to a RJ-11 modular jack for the line that has been provisioned with Qwest DSL Services, using the RJ-11 flat satin telephone modular cable. 

·         Check the connection of the Cisco PHONE Port to a telephone set, using a RJ-11 flat satin telephone modular cable provided with your telephone.

Is Qwest DSL Modem turned on?

On = switch in “1” position
Off = switch in “0” position

Determine is the power switch (located on the back of the external modem) is in the On position.  If not, turn the power On.  The POWER light will appear GREEN when the modem is on and working correctly.

If the POWER light appears RED, turn the modem power Off and then On again.  If the POWER light still appears RED, please report trouble to QWEST Repair and indicate the Qwest DSL Modem has an alarm condition.