Basic Troubleshooting - Intermittent Connectivity

If you retain line sync (Your modem's "DSL" or "Line Sync" light remains solid), but you continually loose connection to the Internet, you may be experiencing intermittant connectivity issues. This can be caused by many different factors, so complete and thorough troubleshooting on this issue is needed. Please review the handy troubleshooting steps below. If at any time you need assistance, please call our friendly staff toll free at 1-888-222-8577.

1. Power cycle your modem and/or router/firewall/switch
2. Try a "hard reset" on your modem. This can be done by holding the "reset" button down on the back of your modem for 10 seconds. If your modem does not have a reset button, simply power cycle the unit, by unplugging it, leaving off for 1 minute, then plugging back in.
3. If you are utilizing a router/firewall/switch, please test with a "stand-alone" setup. This is done by connecting a single computer directly to your modem. Steps on setting up a "stand-alone" connection are located at: http://businesssupport.primus.ca/HSsetupmenu.cfm Please be sure to print off the appropriate setup guide for your system.
4. If solid connectivity occurs with a standalone setup, please proceed to troubleshoot with your hardware vendor for your router/firewall/switch. Otherwise, please continue with the below steps.
5. Replace the RJ-45 Cable (network cable) between your modem and computer.
6. Ensure your modem is not overheating, and is secured in a cool area with proper circulation (overheating modems can cause loss of connectivity)