Can’t surf the Web with your DSL or Velocity? You’re in the right place. Follow these steps in order until you’re connected again.

Check your modem’s sync light

Start by finding out if your DSL or Velocity modem has sync, or a working connection, by reading its sync light.

To find the sync light, find your modem in the list below. (If your modem is not listed below, refer to its manual.)

Where to find your modem’s sync light
Alcatel 1000	Power/Sync light
Alcatel SpeedTouch Home	Line/Sync light
Cayman 3220-H	Status light
Comtrend CT-5072T	ADSL light
Comtrend NexusLink 5630u	ADSL1 and ADSL2 lights
Efficient Networks SpeedStream 4100, 5100, 5260, and 5360	DSL light
Netopia 2241N	DSL light
VisionNet 200ES	ADSL light
VisionNet 201ER	LINK light
Westel Wirespeed	READY light

 

Look at your modem to see if the sync light is glowing steadily, blinking, or off.

• Steady light = sync
• Blinking light = no sync
• Sync light red when normally green = possible problem with the modem; contact Cruzio Tech Support to schedule a modem test
• Sync light off = possible problem with the modem’s power adapter; contact Cruzio Tech Support to schedule a modem test

Note: USB and PCI DSL Modems may be slightly different. Please refer to your manual for sync indicators.

2. Restart your equipment

Restarting your DSL or Velocity equipment often fixes connection problems.

Choose your modem type below.

Ethernet modem (most common type of modem)

1. Turn the power off on all of your equipment, including your computer, router and modem.
2. Turn the power on for the modem first. Wait 1-2 minutes for sync to establish.
3. If your modem shows sync, turn the power on for your router, or any other networking equipment you use (a hub or switch).
4. Turn on your computer.
5. Try using the Internet. If you are able to surf the Web or check your email, your DSL or Velocity is working.

USB DSL modem

1. Some USB modems are powered by the computer. If you are using this type of modem, restart your computer.
2. If that fails to restore sync on your modem, it is sometimes helpful to unplug the USB cable from the back of the computer (while computer is on), and then plug it back in again to ensure that the USB software driver is reloaded.
3. Try using the Internet. If you are able to surf the Web or check your email, your DSL is working.

PCI modem

1. PCI modems are powered by the computer. If you are using this type of modem, restart your computer.
2. These modems might not have a light that shows sync. Try using the Internet after computer restarts. If you are able to surf the Web or check your email, your DSL is working.

3. Rule out wireless problems

Sometimes a disconnect that seems like a DSL or Velocity problem is really a wireless problem. If you are using a wireless router (equipment with an antenna), follow the steps below to bypass the router, to see if you can connect without it.

1. Find the cable that connects your wireless router to your modem.
2. Unplug the end of the cable that is connected to the wireless router.
3. Take the free end of the cable and plug it directly into your computer.
4. Try using the Internet. If you are able to surf the Web or check your email, your DSL or Velocity is working.
5. If you are not able to surf the Web, repeat step 2 to restart your equipment, and try once more.

If you can connect to the Internet now, your DSL is working fine, but you may have a wireless problem.

Since Cruzio does not provide support for local wireless networks, you may want to get help from a local consultant.

4. Check your cords and cables

Check that all your cables are firmly connected, unplugging and replugging them to make sure.

• Check the phone cord between your modem and the phone jack.
• Check the ethernet cable (an ethernet cable is the same shape as a phone cord, but a bit thicker) between your modem and the computer, if there is one.
• If you have a router, check the ethernet cables between your computer and your router, and between your router and modem.
• If your sync light is blinking at this point, try replacing the phone cord.
• If your sync light is solid, but you cannot use the Internet, try replacing the ethernet cable(s).

5. Troubleshoot your filters

Filters and splitters are used to keep your phone conversations from interfering with your DSL or Velocity connection, and vice versa.

Both filters and splitters are boxes only a few inches long, with a jack(s) on one end, and a very short phone cord on the other end.

In the image below, the three filters each have one jack for a phone or fax machine. The splitter, pictured on the right, has both an unfiltered jack (for the modem) and a filtered jack (for a phone or fax machine).

Filters and splitter

If your DSL or Velocity still doesn’t work, or you do not have sync on your modem:

1. If your modem is plugged into a splitter, try unplugging the modem from the splitter and plugging it directly into the phone jack. If this clears up the problem, the splitter needs replacing. If you still do not have sync, continue to the next step.
2. Put filters on every telephone jack that belongs to the DSL or Velocity phone number, except for the telephone jack that your modem is plugged into.
3. Repeat step 2: Restart your equipment.

6. Check for static on the phone line

If you pick up a phone receiver that uses the same line as your DSL or Velocity, and you hear static over the dial tone, call the phone provider and tell them about the static. They should work to fix the problem. If you are on Cruzio DSL, call 611.  If you are on Cruzio Velocity, call 707-547-3400.

7. Troubleshoot your sync

If your modem’s sync light is still blinking after the previous steps,

1. Try plugging the modem into a a different telephone wall jack that is also on your DSL/Velocity phone line.
2. You may also try connecting directly to the MPOE, if you can access it. Make sure to remove any filter that is currently there and replace it with your modem.
3. If you get sync on your modem at another jack or directly from the MPOE, take the modem back to the jack near your computer and check that the sync status hasn’t changed.

• If you get sync at another jack inside your house, but not at the original jack, there is an inside wiring issue or a filter problem. Make sure you have done filter troubleshooting, and then contact Cruzio Tech Support.
• If you get sync at the MPOE only, make sure you have done filter troubleshooting, and then contact Cruzio Tech Support.
• If you do not get sync at the MPOE, call Cruzio Tech Support right away.

8. Troubleshoot a sync/no surf problem

If your sync light is solid on your modem after restarting your equipment, and you are still unable to surf the Internet, it is possible that:

• Your modem is misconfigured or incompatible with Cruzio service. This is very often the case for modems older than June 2001, or modems that were used with another ISP. Try using the Modem Configuration instructions to access the modem’s interface and change the default protocol to 0/35 (Universal). Or contact Technical Support for help.
• Your network interface card (NIC) may be faulty or need reseating. Use the instructions for Detecting a Network Card to check the integrity of your NIC. Or contact Technical Support for help.
• If you have a static IP, please contact Cruzio.

9. Measure a slow connection speed

If you can connect to the Internet, but surfing is slow, even after restarting your equipment and ruling out wireless problems, try Cruzio’s Network Speed Test. Run the test 3 times and note all results, and then contact Cruzio Tech Support.