Basic Troubleshooting - Sync, But No Connectivity (Timeout)

If your modem has line sync, however you are not able to initially connect to the Internet, or are receiving errors when connecting, you may be experiencing timeout or 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. 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.
2. 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 here
   Please be sure to print off the appropriate setup guide for your system.
3. If you are now able to connect with a standalone setup, please proceed to troubleshoot with your hardware vendor for your router/firewall/switch. Otherwise, please continue with the below steps
4. Turn off your modem, then computer. Power on your modem, and once in sync, turn on your computer and attempt to connect again.
5. Are you using the provided hardware and cabling? Please ensure the RJ-11 (phone cable) is no longer than 6 feet in length.
6. 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.
7. 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).
8. Do you have a "Phone System" (PBX)? If so, it will require a DSL filter.
9. Have you tried replacing the RJ-11 (phone cable) between the phone jack and the DSL modem?
10. 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.
11. 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.
12. Plug the DSL modem into another demarcation point (phone jack) with the same telephone number.