Basic Troubleshooting - No Sync / Intermittent Sync

Loss of line sync occurs when your modem's "DSL" or "Line Sync" light is flashing or completely off. 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. Ensure your modem is plugged in, and powered on
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. Check both ends of the phone cable, and ensure they are securely fastened to both the back of the modem and the wall jack
4. Check that your modem is plugged into a wall jack that is assigned the same phone number your DSL is dedicated to.
5. Is there dial tone in this phone jack? (If this is a "dry loop" line, there may not be dial tone). If no dial tone is present, please contact your local line provider.
6. Is there any line noise/static on the phone line? If so, this indicates a line issue that your local line provider should investigate.
7. Are you using the provided hardware and cabling? Please ensure the RJ-11 (phone cable) is no longer than 6 feet in length.
8. Is there a phone filter or splitter between the phone jack and the DSL modem? If so, please disconnect it and connect the modem directly to the phone jack.
9. Do you have an alarm system utilizing the same line as the DSL connection? If so, does it have a DSL filter installed (often a special filter from the alarm system manufacturer will be required).
10. Do you have a "Phone System" (PBX)? If so, it will require a DSL filter.
11. Have you tried replacing the RJ-11 (phone cable) between the phone jack and the DSL modem?
12. Are there any other devices on the same phone number as the DSL modem? If so, temporarily unplug their telephone cables to ensure they are not causing interference.
13. Ensure all devices (phones/fax/answering machines/etc) all have filters installed on their respective phone lines. No filter is to be installed on the modem’s phone line.
14. Plug the DSL modem into another demarcation point (phone jack) with the same telephone number.