Problems with ADSL Installation

So, you have installed DSL but it doesn't seem to be working. This page will try to help you get things going.

DSL software configuration is easy. All the settings on your computer are configured automatically via DHCP. All you need to do to get things going is plug in the modem, plug the ethernet cable to your computer, turn on DHCP and restart your computer and you should be online.

When people have problems most often it is one of the following things:

You are using software from Verizon or SBC, and it is interfering.
You are using AOL, and it is interfering.
You have another dialup service, and it is interfering. In general you should be able to have both, but your computer should default to ethernet not dialup for internet access.
Make sure you have the right cable from the modem to your computer (nothing in between, no hub, no cable substitutions.)
Sometimes Verizon installs the lines improperly. Call Verizon and ask them if they can see your computer or if they can see data moving on your line. They should be able to tell you this right away.
The number for Verizon is here.
Sometimes ethernet cards don't work right. Has yours been tested in operation?

Tech Support Decision Tree

When we try to debug a dsl line that doesn't work, we follow a fairly simple decision tree:

Q. Have you got an account?

A surprising number of people call us to say that their lines don't work, when in fact, they have never signed up. It is not enough to talk to GTE, you also need to sign up with us if you want Brand X service. We can be reached at (3100 395-5500. We will be happy to help you.

Yes: If you have set up an account at Brand X then go to next question No: If you do not have an account then we need to set one up
Q: Is your computer correctly configured? For testing purposes it is suggested to set up the basic dhcp setup and to remove any network software not required for this connection, such as aol or dialup access. Verify your configuration against the instructions. Assume nothing. Check it all carefully. Don't improvise. Do everything exactly the way it is described in the instructions. If you don't have a copy of the adsl instructions they are posed on our website at http://www.brandx.net/help/adsl/

No: fix
Yes: go to next question.

Q: Does DHCP work?

The customer should set up configuration for dhcp and then see if the computer can download a proper address. If traffic moves across the line at all then dhcp should work.

To set up DHCP on a windows computer, go to settings -> control panels -> network, and open it up. There is a list of choice items like "Microsoft Family Login, Network Card (brand name) and TCP/IP -> Network Card (brand name). Select the TCP/IP -> Network Card (brand name) option and hit properties. This will bring up the TCP/IP options. Select the addresses tab and make sure it is set to "obtain and IP address automatically." More instructions and diagrams are found in the instructions for setting up DSL for Windows.

The settings are really simple. This is all there is. Resist the temptation to improvise or create new settings. We've done networking for years and this is the right way to set it up. If you try other settings you are on your own as far as tech support.

Now, restart your computer. Actually it will probably automatically restart if you changed anything. In any case, restart.

If dhcp is failing to work, you will probably see an unusually long time booting, and there may be an hourglass cursor while DHCP tries to get an address. Finally it will either work or fail.

If it works you will not see that delay. It only takes about 1 second to download an IP address.

To test if you have a valid address, go to the windows start menu and hit start->run and enter "winipcfg" and a window should come up showing your ip address. Make sure the address you get starts with "209". If it starts with anything else you failed to get an address and your line is bad.

If it doesn't work, check your settings, and make sure they "took". Make sure it still has "Obtain an IP address automatically." If necessary go back and do it over again.

Finally, let's analize the results. Did you get a valid dhcp address?

No: Failure for dhcp to work and get you a valid address indicates bad wiring or bad network card issue or GTE failure to install. This is a good reliable test, and it's about the same as failing to get a dial tone on a telephone. If you don't have a dial tone what do you do? Check your wires and then call the phone company. Go to next question.

Yes: If DHCP gets a valid address but you still can't get out to the Internet this indicates a minor customer configuration problem or software issue. For example, you might not have the name servers working, or you might have a software conflict, or something like that.

Q: Are you using the right cables?

The simplest setup is to have the crossover cable connected directly from modem to computer. Alternatively you can have a straight through cable from the modem to a hub and another straight through cable from the hub to the computer.

No: then swap out the cables and then go back to start and retest everything.
Yes: go to next question

Q: Does your network card work?

IRQ conflicts or IO base address conflicts are very common in PC's. Mac users do not have this problem. If you have these problems it may appear that your network card works, but it may not.

The best way to test a network card is to try it out on a local network. Make sure it is 10 base t (not 100 base t).

No: call the manufacturer and get help, or replace the network card with a different brand.
Yes: go to next step.

Symptoms of a network card failure are that you have correct cabling and the line is set up but dhcp doesn't work.

You can have a good brand of card and it still wong work if there is some kind of memory conflict issue.

Q: Has your account been set up on one of our ciscos?

We check this by making sure that the "dlci" which you have been assigned is set up in the Cisco router.

No: Set it up. Takes only a few minutes for us to do.
Yes: go to next question.

Q: Is the cisco router working?

Your connection goes through one of our Cisco brand routers. If other users lines work then we can assume that the router is working correctly. Cisco router problems are very very rare.

Q: Does our cisco see packets moving in and out on your dlci?

No: indicates hardware issue. Go to next question
Yes: indicates line should work.

Q: Has your account been activated by GTE?

No: Need to contact GTE and find and verify install date Yes: go to next question.

Q: Are we sure the line has been set up correctly by GTE?

If you have gotten to this point, then dhcp doesn't work, packets don't move, you are using the right cables, your network card is proven to work. We have also checked that things are working at the Brand X end and other customers are able to get online. Logically the problem must be somewhere in GTE land, and it is time to cal GTE and submit a trouble report.