Basic Connectivity Issues

Sometimes things don't work as they're supposed to (if they did sites like this would never be needed). Here are some of the most common problems a user can encounter, and what can be done when they are.

First you'll want to familiarize yourself with your DSL modem. Your modem may look like this:

Or this:

Or this:

Any other modems (i.e. not Paradyne modems) are not provided or supported by ACD.net, so we will be unable to assist you in troubleshooting your hardware (please contact the modem vendor).

All of these modem models have similar lights. The ones that you will concern yourself with the most are Power, Line or Status, and Ethernet or Lan (or possibly USB on the third modem).

Power: Indicates that there is power to the modem. If this light is off, then it is unlikely any other lights are on, and you will need to contact us for a replacement (if the modem was provided by us of course).

Line/Status: This light indicates the modem can see the DSL equipment at your local central office.

Ethernet/Lan/USB: This light indicates the modem can see whatever is at the other end of the ethernet cable that is plugged into it. This does not indicate a data connection, only a physical one. As long as there is a device at the other end of the cable that is powered on, this light should be on.

Troubleshooting

The following are the types of problems that customers have most commonly encountered. Click on the issue that you're having:

"I can't get online at all."
"I can get online, but slowly."
"I can browse the web but cannot send and/or receive my email (or vice versa)."
"My computer keeps shutting down when I'm connected to the DSL."
"If I pick up my phone to make a call, I can hear the DSL on the line and it may kick me offline."
"I keep having to reboot my router to get back online."

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