Troubleshooting DSL connectivity issues

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When your DSL service goes offline we understand that it's important to get the issue resolved quickly and efficiently.  To help get your problem resolved quickly here are a few things you can check before getting in touch with Gazelle:

  • Check your modem status lights, the DSL and Internet lights should both be green, DSL should be solid, the internet light may blink indicating activity.
  • If your DSL light is off or blinking intermittently, you may have a service issue.  If your Internet light is red or off you may have a service issue.
  • Reboot your modem and then wait 3-5 minutes for it to re-synchronize, check to see if the status lights have changed or remain the same as they were before the reboot.
  • If your DSL light is solid and your internet light is green there's a good chance the connection is working, it's possible there is an internal network issue.
  • If your DSL light does not go solid green or your internet light is red or off there's a good chance your connection is experiencing a service issue.

Here's what we need to investigate a service issue

  1.  Name and address of the business.
  2. Site contact & access hours/hours of operation.
  3. Status of modem lights, particularly DSL & Internet
  4. Confirmation the modem has been rebooted at least once since the problem started.

 

 

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