Technical Support: 1-866-620-7381 (24/7/365)
If you are having issues with your DSL or Internet service there are several steps you can take to troubleshoot yourself.
If you are using a DSL Router/Modem from us you should not press the Reset button on the back of the device unless a
technician requests or you know how to reconfigure the device. Pressing the Reset button will remove all configuration
options in the device and service charges may apply if we need to reconfigure the device for you. If you are instructed to
"Reboot", "Restart" or "Power Cycle" the device you need to turn the power switch to the Off position and then return the
switch to the On position. Power cycling the modem will not remove configuration settings and along with power cycling your PC
and other peripheral equipment is the first step to take when you are having trouble with your service.
| Modems from New Hope Telephone Cooperative
|
| LED (Light) |
Condition |
Description |
| Power |
Green (On) |
The unit is powered up. |
| Dark (Off) |
The unit is not powered up. Make sure the switch is in the "On" postion on the back. Check electrical connections on the unit, surge protector and wall outlet. |
| LAN (1-4) |
Green (Solid) |
An ethernet link is established with the connected device. |
| Green (Flashing) |
Data transmitting or receiving over LAN. |
| Dark (Off) |
An Ethernet Link is not established. |
| WLAN |
Green (Solid) |
The wireless module is ready. (i.e. installed and enabled). |
| Green (Flashing) |
Data transmitting or receiving over WLAN. |
| Dark (Off) |
The wireless module is not ready. (i.e. either not installed or disabled). |
| USB |
Dark (Off) |
Should not be on. USB connection to far end device is not suggested or supported. |
| ADSL |
Green (Solid) |
The ADSL link is established with NHTC access equipment. |
| Green (Flashing) |
Device is trying to "train-up" to gain synchronization with NHTC access equipment. |
| Dark (Off) |
The ADSL link is not established. |
| Red (Solid) |
The ADSL link is not established. If ADSL LED is either off or solid Red then the ADSL signal from NHTC is not established at the device. Common causes are: 1) surge protector bad, temporarily bypass the surge protector by plugging the device directly into the telephone jack in the wall, 2) telephone line cord disconnected at back of device, surge protector or wall jack, 3) faulty line cord or cutomer premise wiring, 4) faulty NHTC line or equipment, 5) Router/Modem has went bad. |
| Internet |
Green (Solid) |
Service authenticated. IP connected and no traffic detected. |
| Green (Flashing) |
Service authenticated. IP connected and IP Traffic is passing thru the device. |
| Dark (Off) |
No power to device, unit in bridged mode or ADSL connection not present. |
| Red (Solid) |
Device attempted to become IP connected and failed. Usually this is because PPPoE authentication failed due to internal settings being erased by pushing Reset button. Occasionally these units may go bad causing this issue. |
| Frequently Asked Questions |
| What should I do if my Internet service is not working? |
| Check the lights on the DSL modem and verify that Power, ADSL, Internet and at least one LAN are green. If you still cannot get online, turn the power off on the modem for 30 seconds, then turn power back on. After the Power, ADSL, Internet and at least one LAN light are green, try to connect again. If this doesn’t work and you are using a separate router, bypass the router and connect the computer directly to a LAN port on the modem. Give it one minute to connect and try again. |
| What should I do if the ADSL light is out or red? |
| Verify you have all physical connections connected and secure. Verify that all devices connected to the phone lines in your house are filtered (including Satellite Receivers, Fax Machines and/or Alarm Systems). Filters block the DSL signal from interfering with phones and other devices which may cause static and internet disconnects. Verify that your DSL Modem/Router is receiving a dial tone by plugging a telephone into the wall jack being used by the modem. Turn the DSL Modem/Router off for 30 seconds and then turn it back on. If you still do not receive a green DSL light or it is flashing and doesn't go to a solid green then contact our Technical Support Team at 1-866-620-7381. |
| What should I do if ADSL light is solid green but the Internet light is red? |
| Turn the DSL Modem/Router off for 30 seconds and then turn it back on. If your internet light is still red, please contact our Technical Support Team at 1-866-620-7381. |
| What should I do if there is no LAN light illuminated on the Modem/Router? |
| If you are not using a separate router, make sure the computer is turned on and the Ethernet cable is connected from the Modem/Router to the computer. If you are using a separate router, disconnect power from it for 30 seconds and then return power to it. Give it two minutes to connect and see if the LAN light is illuminated. If it is still not on then bypass the separate router by connecting your computer directly to the Modem/Router. If the LAN light is now on there is probably an issue with your separate router. |
| I have a separate router or wireless router that's bad, what should I do? |
| Currently New Hope Telephone Cooperative does not supply separate routers. Please contact the manufacturer of your router for support. |