“Help my Internet is down!” I hear it all the time… technology takes time to stabilize and I am sure that eventually not being “connected” will be a thing of the past or at the very least a rarity. I know I am going to regret saying this but I have had Verizon FIOS for over a year now and it has NEVER gone down. Verizon have had their share of problems with failing Actiontec Wireless routers, but I think they have now resolved that issue. I have been asked more than once ”how long should a router last?” It's a strange question because in a perfect world these totally electronic devices “should” last forever but they don't and I replace 1 per week on average. “In a perfect world” is the key here, I can tell you that in most cases customers are not using a good “surge suppressing” power strip. Spend at least $30 on one of these power strips from a company like Belkin and it will pay for itself.
On the subject of Verizon FIOS, I, like many of you, signed up for the $99 TV, Phone and Internet package a little over a year ago. Since my year was up my June bill went up by a whopping 45%. However a quick call to Verizon and my agreement to stay with Verizon for another 2 years brought my costs back down to within a couple of dollars of the original promo price. So call, it is worth it.
So what can YOU do today when you have no Internet? Well there are a few simple tests and procedures that you can perform and in many cases will get you back on line. The following is broken down based on the type of Internet connection you have.
DSL (In our area Verizon, AT&T, Earthlink and AOL provide DSL service)
DO NOT PRESS THE HIDDEN RED RESET BUTTON AS IT WILL RESULT IN LOSS OF ACCOUNT NAME AND PASSWORDS ESSENTIAL TO ACCESS THE INTERNET VIA DSL.
DSL stands for “Digital Subscriber Line” and is based on a technology that sends high speed data down the same wire used for your “Plain Old Telephone System” (POTS). As with all diagnostic procedures you have to remember that it “was” working and so either someone changed something or something has broken. First check that nothing has been added to the phone line, a new phone, a fax or someone removed the in-line filter on one of the phones. No changes? Okay now go find the DSL Modem/Router, usually a small black, cream or silver box with a phone line plugged into it and another cable connecting it to your computer. These devices have multiple indicator lights on them. First check you have the power light on and if not, make sure the device is powered on. Next check the Ethernet or USB light and if you don't have either check your connection to the computer.
Now check the DSL light, it should be on and NOT flashing. If it is off check you have a phone line plugged into the device and that there is a dial tone on the phone line. If the light flashes slow then fast then slow again this means the DSL signal is not strong enough to pass high speed data. Pick up any phone on the same line and make sure there is no “crackling” on the line “behind” the dial tone sound. If there is call your telephone and DSL provider.
Finally if the previous 3 lights are lit but the Internet light is not, then power cycle the device by unplugging and plugging in or, if the device has one, use the power switch. This is usually a rocker switch. Wait 1 minute and if you still do not have the Internet light lit or access to the Internet call your DSL provider.
DO NOT PRESS THE HIDDEN RED RESET BUTTON AS IT WILL RESULT IN LOSS OF ACCOUNT NAME AND PASSWORDS ESSENTIAL TO ACCESS THE INTERNET VIA DSL.
CABLE (In our area called Optonline, and provided solely by Cablevision)
The cable Internet system uses the same cable used to provide you with a television signal to connect you to the Internet. If you have no Internet check that no one has changed anything like an additional set top box, or TV. Check no one has changed or added devices to the cable splitters that distributes the cable throughout your house. It is highly recommended that the “Cable Modem” (a black or cream device with indicator lights) be connected to the first two way splitter as the cable enters your home. The more splitters present before the cable modem, the weaker the signal and the more likely you will have problems. If you purchased phone service from the cable company you can also pick up a house phone and check for a dial tone. If you have dial tone restart your computer and check the connection between the cable modem and the computer. If you still do not have Internet connection ensure the indicator lights on the cable modem are illuminated. Power, Sync (or Internet) and Ethernet should all be lit. You can try power cycling the cable modem but wait for the sync light to go solid before trying the Internet again. NOTE: If you change the computer or router attached to a cable modem you must power cycle the cable modem after each change. Leave the modem off for 30 seconds each time you power cycle.
FIOS (In our area provided solely by Verizon)
Verizon FIOS (FIber Optic Service) is a new medium that utilizes an optical fiber about the thickness of a human hair to deliver TV, phone service and Internet via transmission of light through an optical fiber. When the fiber arrives at your home an electronic box converts the light of various frequencies (colors) into a TV cable signal, Telephone signal and Internet signal. All these signals are distributed within your home using conventional copper wire methods. The Internet signal is sent via ether TV cable or Ethernet to a router. Although it is rare to have problems with FIOS you will from time to time have to power cycle the router.
DO NOT PRESS THE HIDDEN RED RESET BUTTON AS IT MAY RESULT IN LOSS OF ESSENTIAL SETTINGS THAT ARE REQUIRED FOR PROPER OPERATION.
If power cycling the router (Black Actiontec box or others) does not resolve the loss of Internet connectivity, check you have TV and of phone service. If your TV and or Phone are working you may have a defective router and you should call Verizon FIOS support.
Summary
These high speed network connections to your home are complex and problems are not often easy to fix. In general you need to be methodical and patient and remember the problem may not be in your house, so if you know a neighbor that uses the same provider, speak to them to see if they have an Internet connection.
If all else fails, call your provider and if that becomes too frustrating for you I am always here to help.
Until then, Ctrl - Alt - Delete
Monday, July 21, 2008
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