DSL Support – General

DSL has several necessary steps that must be completed in order to establish an internet connection. The telephone wire pair must be correctly connected at both ends, a working ADSL modem must be installed, and the device connected to the modem must be programmed to communicate.

For an existing connection, use the following steps to troubleshoot.

  1. Ensure the modem is powered off.
  2. Double check that the three cable connections to the modem are attached at both sides. The telephone line should lead to a telephone jack in the wall, or a POTS splitter, or a standard telephone line splitter, or the demarcation point. The power plug should lead to the power adapter, which leads to a trustworthy power socket. The ethernet port should lead to the next point of connectivity – if you have multiple devices, this is likely a router or switch; if you have a single device, this may lead directly to that device.
  3. Power on the modem, and give it a couple of minutes to establish a connection.
  4. Check the lights on the modem – there should be one labelled DSL, ADSL, ADSL Link, or something to that effect. This light needs to come on solid – when it does, it confirms that your ADSL modem is linked up to the DSLAM at the other end.
  5. Next, confirm that your device wired to the modem is programmed properly. Incentre uses static IP addresses – ensure it’s configured to use the IP information we provided. If you try to visit a webpage and get the STOP website, it means your static IP information isn’t entered properly, or your device has forgotten those settings.