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Troubleshooting and resolving DSL connection problems

Unable to browse the Web or use email? Here are a few tips to help you find the root of the problem.

First, let’s look at the basic tests and checks to perform. Then, we will look at the most frequent problems Finally, we will look at the error codes that Windows generates when your modem is connected directly to your computer, as well as how to resolve them.

Base test

Restart your computer and the DSL modem. Then, try to go to some websites or use your email account. If both web browsing and email are still not working, follow these steps. If your computer is giving you an error code, go directly to the solution section for that error code.

Tests to perform on the modem and the information it provides

  1. Make sure that every device that is connected to a phone line, for example, a cordless or corded telephone, an answering machine, a fax machine or a satellite receiver, has its own filter. Filters direct the device’s signal to the correct frequency on the land line, thus eliminating interference with the modem.

    • GVC filters : Must be plugged into THE WALL JACK. Then insert the telephone line that goes to the phone (phone-cable-filter-wall jack).
    • Daewoo filters : Must be plugged directly into the TELEPHONE. Then insert the telephone line and plug it into the wall jack (phone-filter-cable-wall jack).

    Very important : the DSL modem MUST NOT be connected to a filter at any time.

  2. Check your modem’s connections.

    There are three connectors on the DSL modem. Make sure they are properly plugged in and there is no gap between the outlet and the connector. Check these three connectors:

    • Electrical connector for plugging in the cable from the adapter.
    • Network port (RJ45) for plugging in a network cable to the computer or router.
    • Telephone jack (RJ11) to connect a telephone line.
  3. The modem’s indicator lights help you make an initial diagnosis. This is what the lights mean:

    • POWER — On when the modem is plugged into an electrical outlet using the power adapter.
    • ETHERNET — On when a device such as a computer or router is connected to the network port (ETH) on the modem, and the device is operating properly.
    • DSL — On when the modem is connected to the network. This light flashes when the modem turns on, then stops flashing and stays on when the modem is connected to the network.
    • INTERNET — On when username and password have been authenticated.
    • ACTIVITY — Lights up intermittently, when the modem is transferring data.
    1. First, make sure that the « DSL » light is on and is not flashing.
    2. If the « DSL» light is on:
      1. Make sure that the network cable (RJ-45) is properly connected from the modem’s « Ethernet » port to the « blue Internet » port on the gateway.
      2. Also make sure that the network cable (RJ-45) is properly connected from the « yellow Ethernet » port on the gateway to your computer’s network card.
      3. Try to restart the telephone gateway by unplugging the power cord and plugging it back in.
    3. If the « DSL» light is off or flashing:
      1. Make sure that the DSL modem’s phone line is properly connected to a wall telephone jack.
      2. Also make sure that the telephone line connected to the modem is not plugged into an extension. It should be no more than six feet (approximately three metres) long.
      3. Make sure that there are no splitters (Y connectors) between the DSL modem and the telephone jack.
      4. Make sure that the modem does not have a filter on it.
      5. Try plugging the modem into another telephone jack. The DSL modem can get a signal even if no computer is connected to it. So, you can test the modem in various jacks without moving your computer. Does the DSL light stay on in other jacks or outlets? If so, there may be a problem with the building’s wiring. Contact technical support for more information.
      6. Test it with all of your phones, fax machines, satellite receivers and answering machines unplugged. A defective device or filter can interfere with the signal. Unplugging everything except the modem is an easy way of checking this! If you unplug all of your devices and the DSL light remains on and is not flashing, plug the devices in one at a time to determine which one is defective.
      7. If the « DSL » light is off or flashing after several tries with all other devices unplugged, contact ORICOM INTERNET technical support.

Connection problems and solutions

  1. Problem: The DSL light flashes when I answer the phone.
  2. Problem: The Internet is slow, but only during the first few minutes of use
  3. Problem: My connection is slow.
  4. Problem: My computer « freezes » when I try to connect.
  5. I get error messages when the computer is connected directly to the DSL modem

Problem: The DSL light flashes when I answer the phone

A telephone or filter might be defective, or there might be a line quality problem.

To check if a telephone or filter is defective, try making a call with only one phone connected at a time. If the light flashes with only one telephone, that is the defective telephone or filter.

But, if the light flashes regardless of the telephone, there might be a line quality problem. Please contact technical support to check the line quality.

Problem: The Internet is slow, but only during the first few minutes of use

There might be a problem with automatic detection of the connection settings. Deactivate this option:

  1. Click « Internet options » then « Configuration panel » then the « Connection »tab.
  2. Click on the « Network settings » button and un-check « utomatic connection settings detection »

This can also be caused by un-needed software that affects general computer performance. Contact technical support for more information.

Problem: My connection is slow.

Check various issues:

  1. The phone line should be no more than three metres (six feet) long.
  2. Do not put a splitter (Y connector) between the DSL and the telephone jack.
  3. All devices that use the phone line must have filters, other than the modem itself. (For example: telephones, fax machines, answering machines, alarm systems, satellite receiver, etc.)
  4. The modem must not have a filter.
  5. If steps 1-4 do not resolve the problem, there may be a configuration problem with your computer, with your router if you have one, or a serious problem with your telephone line. Contact technical support for more information..

Problem: My computer « freezes » when I try to connect.

The network card or an internal modem may be conflicting with another of the computer’s peripheral devices. The network card or an internal modem may be conflicting with another of the computer’s peripheral devices. The Internet is not the issue. If your computer is having problems, it is better to contact the store where you bought it, or a specialized technician.

I get error messages when the computer is connected directly to the DSL modem

If your computer is directly connected to the DSL modem and you are running the Windows operating system, error messages can help diagnose various connection problems.

When your computer tries to connect, an error message should appear if there is a problem. The error message may include a three-digit code. If you see a « Page cannot be displayed » message instead of a three-digit error code, the computer is not attempting to connect to the Internet. The automatic connection has been disabled. Contact technical support for more information.

Here is a list of the most common Windows error codes along with their solutions:

  1. 651: Your modem (or other connecting device) has reported an error
  2. 678: The remote computer did not respond
  3. 691: Access was denied because the username and/or password was invalid on the domain
  4. 769: The specified destination is not reachable
  5. 815: The broadband network could not be established on your computer because the remote server is not responding

651: Your modem (or other connecting device) has reported an error

678: The remote computer did not respond

Code 678

  • Check all of the cables, then restart the modem and the computer.
  • Check if the modem connects. The DSL light should be on. If the DSL light is off or flashing, click this link. If it is on, click here
  • The problem can sometimes come from antivirus software. Deactivate the software long enough to test it.

691: Access was denied because the username and/or password was invalid on the domain

Code 691

Wrong username or password!

  • Make sure that you have the correct username or password.
  • Make sure that they are written in lower-case letters, with no spaces or accents and with “@oricom.ca”.
  • Contact technical support if the problem continues. Error code 678 will display after several unsuccessful attempts.

769: The specified destination is not reachable

Code 769

The network card might be disabled; Click this link to see how to check if your network card is properly enabled.

815: The broadband network could not be established on your computer because the remote server is not responding