- Make sure you are installing your DSL equipment after 5 p.m. on your Service Activation Date (the date you were given when you signed up for EarthLink DSL). Make sure your modem is connected to a telephone jack that has been activated for DSL.
- If your phone company installed a phone jack specifically for your DSL connection, make sure your modem is connected to that telephone jack.
- Verify that the connections between your computer, DSL modem, and phone jack are connected correctly and securely.
- Turn the modem off (or unplug it), wait 10 seconds, then turn the modem back on (or plug it back in). Plug your modem into another phone jack in your home and check t osee if the DSL light lights up. Remember to plug the AC adapter into an electrical outlet.
- Some 900 MHz phones and halogen lamps may interfere with a DSL signal. If you are using any of these devices, try unplugging them. If unplugging one of these devices allows your modem to receive a DSL signal, try plugging the device into an outlet on a different electrical circuit (this may eliminate any interference).
- Computer monitors and stereo speakers may interfere with a DSL signal. If your DSL modem is on top of a monitor or speaker, try moving it.
- Make sure you are installing your DSL equipment after 5 p.m. on your Service Activation Date (the date you were given when you signed up for EarthLink DSL). Make sure your modem is connected to a telephone jack that has been activated for DSL.
- Line quality test. If you have not done so already, try one of the two different line quality tests. Test Download speeds at LOCL .net first DSL Reports Smokeping is open to all users, the line quality test is open to registered users. Both will show up a noisy line - one that is suffering from packet loss that can interfere with the smooth transfer of data.
- ISP Weather. LOCL .net may be suffering a "brown-out" at the time you tested. Only once consistent slow results, or a pattern, can be established, can you rule out temporary brownouts by your ISP.
- Internet weather. More rarely, the internet as a whole, at key choke points, can become slow. Perhaps there is a fiber cut, or some router failure. Internet storms such as these rarely last long if they are big. But smaller, more local storms, may be more persistent.
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DSL Interference. DSL operates across a wide frequency spectrum, and particular ADSL and G.lite, can vary speed downwards in response
to noise on the line. There are often no user visible statistics on whether this is happening, and the only symptom is poor performance.
Checking around the house for possible sources can sometimes reap rewards of immediate speed gain.
Things such as poor house wiring, long home phone cable runs (rather than locating the DSL modem as close to the entry point of the line as possible), or in the case of ADSL, micro-filters of insufficient quality, or being installed backwards, older fax machines, or poor quality phone extension handsets. Even cordless phones and floro lights should be regarded with suspicion. By a process of elimination though, you can determine which if any of these possible problems is the cause of your persistent poor speed. - Home alarm systems, installed "in-series" to your phone line, can ruin an ADSL signal. placing them on another run with a filter should be a top priority.
- Slow computer, USB modems.. CPU can be a factor in speed tests, particular java driven ones. Anything less than a pentium 100mhz CPU, and anything less than windows 98 cannot be trusted with more user-friendly speed tests. Even a basic computer, using command prompt FTP, should be able to outrun even fast DSL lines though. USB modems, particularly ones entirely software (driver) designed, consume CPU, and should also be considered as possible sources of slowdown.
- Poor or dubious quality ethernet card. Even though the ethernet card is the most simple and proven part of the whole DSL setup, some no-brand type ether cards, especially when paired with doubtful or older ether drivers, can cause an interesting array of performance or other weird problems.. things such as web pages being viewable, but uploading failing, for example, has more than once been traced to a dodgy ethernet card.
10 General
·Why isn't my DSL service pro-rated when cancelling?
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The first thing to remember is that LOCL .net is just a re-seller of other company's DSL service.
These other parties don't offer partial-month service or rates, so LOCL .net can't either, unless they want to absorb the cost themselves.
In the case of a customer leaving, there's little benefit to LOCL .net in that case, now is there ?
·How do I get Live Help from Earthlink
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The number to call for LOCL .net is: 1.800.209.8603
You can also request help via email at: support@locl.net
·Why do I have to pay LOCL .net's $60 early cancellation penalty ?
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Your phone company needs to do various things to your line before you are able to receive a DSL signal into your home. These various things
do come with a price, and we (EarthLink) are financially penalized if you do not keep your DSL circuit active for 12 months."
20 Connection
·How do I tell who's *really* provisioning my line?
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The main thing to be aware is that LOCL .net doesn't provide DSL connectivity directly - it contracts through several other companies.
These companies "provision" your connection and are also known as CLECs (Competitive Local Exchange Carrier).
In some cases this may be your phone company (or ILEC - Incumbent Local Exchange Carrier) but by no means all cases.
When your phone company provisions you they act both as your CLEC and ILEC.
·How can I fix some of the common problems during the setup of my DSL modem?
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If the power light on your modem is not lit after plugging it in check your power cable to make sure that it is plugged into a working
electrical outlet, is securely plugged into your DSL modem, and is not worn, frayed, or broken. If your DSL modem has an On/Off switch, make
sure that it is in the ON position.
If the DSL light is not lit when you first connect your modem:
30 Hardware
·What type of DSL modem does LOCL .net provide?
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LOCL .net always provides external ADSL modems. The supplied ADSL Modems use an Ethernet connection type - You will need an Ethernet card or
onboard Ethernet Connector. LOCL .net does not support internal or USB modems, but they can be made to work with LOCL .net ADSL if you do not
mind the extra effort on your part that will be required to setup and configure them.
If you've just recently gotten LOCL .net ADSL service in 2006 we use Westell Wirespeed and Efficient Speedstream None of the current "Bridge only" require that you install any LOCL .net software to use the service.
If the DSL light is not lit when you first connect your modem:
40 Network & Sharing
·What is LOCL .net's policy on networking and sharing an internet connection
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First off, it is entirely possible to share your internet connection. LOCL .net does nothing to prevent this.
Second, LOCL .net's policy is that if you do this on your own, you're "on your own". They will not support your networked connection nor help you with a problem related to sharing the connection. If you have a connection problem, Earthlink will ask you to remove the router and connect your DSL modem directly using PPPoE software like WinPoET or Enternet. If for any reason you decided not to remove the router and your case had to be escalated, then it may prolong your resolution by refusing to remove the router.
50 Troubleshooting
·How come I can't send email from my non-LOCL .net accounts?
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LOCL .net implements port 25 blocking for all Residential accounts. That requires you to use our smtp server for all outgoing mail.
·How come I can't send Earthlink email while connected via another ISP?
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LOCL .net has IP filtering enabled. This means that if you're connected through another ISP and try to send email through LOCL .net's mail
servers, you'll receive an error.
·My DSL disconnects when I answer the phone or when the phone rings.
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If you lose sync when the phone rings there is a problem that needs repair.
Losing sync when the phone ring means that either the IW (inside wiring) is marginal (time for a NID test), and if it fails there, then the Filter/Splitter at the CO is bad/marginal .(cross-connects filter) However, if the inside wiring is found bad, then it is time for a "Home Run" installation.
Another possibility is an MTU on the line. An MTU, is a Maintenance Test Unit. In days long gone, it was used to remotely check for problems on your phoneline. It seems these lovely units that consist of an Op-Amp and a bunch or resistors, capacitors, etc ... cause major problems with DSL. These are generally located in your phone closet or basement (where the phoneline comes from the street into your house/apartment).
You can have your phone company do a line check and they should be able to determine if you have one on your line and approximately where it is located.
·I think my DSL line is too slow!
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What to do?
First, no single test is enough to determine the speed of your line. The internet has weather, as does your ISP, and the server you are downloading from. Weather can delay delivery, as any postman will tell you!
Once you have concluded, perhaps by comparing others' results, that your speed is not what it should be, here is a check list of things to worry about if you have a DSL line.
·What does LOCL .net say about loss of sync resolution?
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We understand that you have not been able to receive a Sync signal.
We apologize for the inconvenience caused to you.
In order to resolve the issue we need to check the Sync at the NID (Network Interface Device) level. If you don't have sync at NID level you have to contact LOCL .net and we will issue a trouble ticket
Please perform the testing for sync at the NID
Note: We now have a PDF document with step by step instructions on how to perform this. If you wish to view it, then please go to the following URL: synch_at_nid.pdf
This procedure allows us to test for sync at the NID (Network Interface Device). The NID is a device provided by your phone company that routes your phone line(s) out of your home. Usually a NID is a small plastic or metal box on the exterior of your home. If you live in an Apartment Complex, the NID may be larger and possibly inaccessible. You may need to contact your apartment manager to gain access to your NID.
Find the NID at your home, gather your DSL modem, a length of phone cord, the modems power supply, and possibly an extension cord. Take these outside to where the NID is located.
Most NID's open up, have a series of wiring and one or two line test plugs. These are just like the ports in your standard wall jack. Usually the test ports have a pigtail connector (like what is on your phone line) in them.
Remove the pigtail connector; insert your phone line into it, the other end into the DSL modem. Hook up the power supply. Turn the modem on.
If your modem shows sync at the NID (Please allow 5 minutes to check for sync), it means that, somewhere inside your house, your lines are disrupting your DSL signal. Sometimes, alarms or home security equipment can disrupt your DSL connection.
If you are still experiencing no sync problem at the NID, please contact technical support at 800.209.8603 to get a trouble ticket opened for this issue.
·I cannot access the net at all.
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All of a sudden, your computer is not online any more. What basic steps can you take to diagnose what is wrong?
A variety of problems can be the cause of "net down".
The first thing to check is power, lights and connections. If there are lights to check, are they all green? If they flash with activity, are they flashing when you attempt to use your browser? The modem may be trying to tell you something. Refer to your manual on lights or status information.
If you're running Microsoft Windows, a reboot is often the first thing to try unless you have evidence that the problem lies elsewhere.
General tests are, first, try to ping a known server, like LOCL .net. Open an MSDOS prompt, type ping www.locl.netm and press return.
NOTE:(Make sure the server you pick to ping responds to ping! Many servers now do not, and you should not confuse that with a network problem).
If you cannot resolve the name to an IP address (ping will hang for a while or may fail with cannot resolve hostname type errors), then ping a known good IP address. The IP address of LOCL .net (63.149.55.2) is a logical start. It is always useful to have some key IP addresses jotted down for simple diagnostics like this, unless you have a good memory for 4 part numbers. If you can ping an IP address inside your ISP, congratulations, it is not your DSL line.
If it is your DSL line, you may be able to call the ISP and get them to try to ping you, which should start them on solving your case, otherwise your ISP maybe able to inform you of a network problem they are having.
·Got my DSL Modem but no Sync!
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Wait for your install date. Be patient and it may come on early.
Check the filters on the devices. EVERYTHING but the DSL Modem on your DSL phone line MUST have filters or it may keep you from getting sync/not be stable/slow. Don't forget items such as the phone line into your cable/satellite TV decoder, etc
·I keep losing sync. How can i stop this?
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There are a few things could cause this. Your DSL modem may be malfunctioning. If this is the case you should call LOCL .net and tell them to
replace your modem, or, if the modem is yours, either have it serviced or replace it.
In order to determine whether the problem is inside your home or outside, take your modem to the NID (Network Inteface Device) and connect directly. This eliminates any inside wiring.
If you are able to sync up fine outside of your house at your Telephone box (more commonly known as the NID, Network Interface Device) Then your inside wiring will need to be inspected. You will have to notify your telephone company and tell them to fix the problem. Note this will cost you money because it's outside of your ISP/DSL service.
Your telephone line could be losing quality. Line noise, electronics on the line, or a short on the line can break up a sync signal. You will have to tell your ISP that you keep losing sync and want to have your line checked for problems. They should open a trouble ticket with your ILEC/CLEC and they will inspect the lines. In most cases they can find the problem this way.
·My ADSL line cannot send AND receive at advertised rates
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ADSL lines that are much faster download than upload do not do well when simultaneous uploads AND downloads are required. To operate the
download channel at full speed, a large portion of the upload channel is required. If the upload channel is busy with something else, TOTAL
throughput can drop severely as the competition for resources slows down both activities. Users have also reported that streaming video both in
and out at the same time results in very poor throughput - much lower than one would expect looking at the speeds available. There is not yet
any recommendation or information on what can be done to get around this problem, other than changing to a DSL service with more symmetric
capacity.