Connexion Problem

You can't access the web or your emails?

Here are some tips that will help you find and fix your problem.

A good indication that your Internet connexion is down is to verify if you can access your Oricom emails AND visit Web pages.

If the problem concern only one website, the problem is probably on their side. If the problem only concern emails, contact technical support or
verify the configuration of your email service software.

However, if more than one website and your emails don't work, it is highly probable that your Internet connexion or the configuration of it are at fault.

To check your equipment confirguration,
see configure your computer and its equipement.

See solutions

Links to the Problem Solving Steps:

Cable Connexion Troubleshooting without Router

Diagnose and Fix Cable Connexion Problems

You can't access the Web or your emails? Here are some tips that can help you identify and fix the source of the problem.

Base Test

Restart your computer and the cable modem. After that, try again to access different Websites and your emails. If both services (Websites and emails) still don't work, follow steps below.

Tests to perform on the modem and the information it provides

  1. Certain models have a « STANDBY » button. When it is pressed, the modem goes into sleep mode. If your modem has this button, make sure it has not been pressed.

  2. Check your modem connections:

    There are three connectors on the cable 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.
    • Cable port for plugging in a cable coming from outside the building.

  3. The modem’s indicator lights help you make an initial diagnosis. This is what the lights mean:

    1. POWER — This light comes on when the modem is plugged into an electrical outlet with the supplied adapter.
    2. RECEIVE and SEND — Non-flashing light.
    3. ONLINE — This light comes on when the modem is synchronized with the central station.
    4. PC ACTIVITY or LINK — This light comes on when a device such as a computer or router is plugged into the modem’s network port (ETH) and is working properly.
    5. STANDBY — This light should be off.
  • If the POWER and ONLINE lights are on, the modem is receiving its signal. Check if the computer has a fixed or static IP. If you have a fixed IP, click on the following link for the steps to follow in the network adapter card settings.
  • If these 2 lights are on and the PC ACTIVITY light is off, click on this link to make sure the network adapter card is activated
Checking whether your computer has a fixed or static IP

In the Control Panel... Double-click on the « Network Connection » icon, right-click on « Local Area Connection » then click on « properties ».

Select « Internet Protocol Version 4 (TCP/IPv4) » and click on « Properties » at the bottom right.

Make sure that the « Obtain an IP address automatically » and « Obtain DNS server address automatically » circles are checked.

Checking that the network adapter card is enabled

In the Control Panel... Double-click on the « System » icon. Go to the « Hardware » tab and click on « Device Manager ». In the « Network Adapter » section of the list, you will see an adapter with a red « X ». Right-click on the adapter and click « Enable ». If the listed adapter does not have a red « X » , it is enabled.

Your network cable (RJ-45) may also not be plugged in properly. Check both ends of the cable to make sure that it is properly plugged into the modem as well as into your computer’s network adapter card. Unplug and replug both ends to be sure that the connection is being made.

If your service is still not working after following these steps, try restarting your computer and cable modem again, by following these steps:

  1. Unplug the power cable and the modem’s cable.
  2. Shut down the computer.
  3. Wait 5 minutes, then reconnect the cable. Plug the power cable back in.
  4. Wait for the modem’s ONLINE light to come on and stop flashing, then restart your computer.

If this does not solve the problem, contact technical support at 418 683-4557.

Troubleshooting a Routerless DSL Connection

Troubleshooting a Routerless DSL Connection

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

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 « automatic 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:

651: Your modem (or other connecting device) has reported an error
  • 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.
  • The network card might be disabled; Click this link to see how to check whether your network card is properly enabled.
678: The remote computer did not respond
  • 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

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

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
  • Check all of the cables, then restart the modem and the computer.
  • 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.
  • The network card might be disabled; Click this link to see how to check if your network card is properly enabled.
Troubleshooting a DSL Connection with Mac
  1. Click on the « Apple » at the upper left and select « System Preferences ».
  2. Then click « Network ».
  3. Make sure that the« Ethernet » box is checked in the menu on the left.
  4. Click « Configure » and select « Connect using PPPoE ».
  5. For the service name, enter « PPPoE » or « Oricom ».
  6. The « PPPoE Server » field can be left blank. Otherwise, write « Oricom ».
  7. The account name is the ORICOM INTERNET email address with the « @oricom.ca » (Example: connection@oricom.ca).
  8. The password is the one provided. If you select « Remember this password » you will not have to enter it every time.
  9. Click on « Apply » at the bottom of the page and click on the connection on the left. Finally, click « Connect ».
Troubleshooting a VoIP Gateway Connection (DSL or Cable)

Troubleshooting VoIP on a DSL or Cable Connection

Once everything has been plugged in and the devices (modem and gateway) have been turned on, the gateway will connect to ORICOM INTERNET’s telephony network. The gateway’s lights indicate its connection status.

POWER : This light indicates that the device is receiving power and is on. This light flashes for a few moments, until the Internet connection is made.

INTERNET : This light indicates that the network cable is plugged in properly. It flashes when there is activity on the network.

PHONE 1 : This light indicates that the gateway has connected to ORICOM INTERNET’s telephony network and that the PHONE 1 telephone line is operational. When the line is ready to use, this light stays on. When the light is flashing, the line is in use.

PHONE 2 : This light only turns on when a second line is activated. It indicates that the gateway has connected to ORICOM INTERNET’s telephony network and that the PHONE 2 line is operational. When the line is ready to use, this light stays on. When the light is flashing, the line is in use.

If the « PHONE 1 » (or « PHONE 2 » when applicable) light is flashing although the telephone is not in use, one of your telephone sets may be defective, there may be a faulty connection or a short circuit in the building’s telephone wiring.

  1. Make sure that all of your telephone sets have been hung up properly.
  2. Try to plug one telephone directly into the VoIP gateway, in the « PHONE 1 » port. If this solves the problem (you can make calls), it might be a wiring issue in the building. Contact technical support for more information.
  3. Restart the gateway by unplugging the power cord, waiting 2 minutes, then plugging it back in.

If the « PHONE 1 » (or « PHONE 2 » when applicable) light is still off, the VoIP is still off.

If you have a cable modem

First, make sure that the modem’s « Power, Receive, Send and Online » lights are on.

  • If they are on:

    1. Make sure that the network cable (RJ-45) is properly plugged from the modem's « Ethernet » port to the « blue Internet » port on gateway.
    2. Restart the VoIP gateway by unplugging the power cord, waiting 2 minutes, then plugging it back in.

  • If the « Online » light is off or flashing, the modem is not receiving the signal properly.

    1. Unplug the modem’s coaxial cable, followed by the power cord. Replug the modem’s power cord, followed by the coaxial cable.
    2. If you recently made changes to your installation or wiring, restore the original setup.

If the problem persists, contact technical support for help in finding the source of the problem.

If you have a DSL modem

First, make sure that the modem’s « DSL » light is on.

  • If the « DSL » light is on:

    1. Make sure that the network cable (RJ-45) is properly plugged from the modem's « Ethernet » port to the « blue Internet » port on 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 restarting the VoIP gateway by unplugging the power cord, then plugging it back in.

  • 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. Also, try plugging the modem into another wall outlet to see if the DSL light comes on. If the light comes on, the first outlet is probably defective.

If the problem persists, contact technical support for help in finding the source of the problem.

NOTE ON TELEPHONE FILTERS : Every telephone device (telephones and faxes) must have its own filter

  • GVC filters : Must be plugged into a WALL JACK. Then plug in the telephone cord leading to the telephone (telephone-cable-filter-wall jack).
  • Daewoo filters : Must be plugged directly into the TELEPHONE. Then, plug in the telephone cord leading to the wall jack (telephone-filter-cable-wall jack).

Very important: The DSL modem should NEVER, be connected to a filter.

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