Troubleshooting your internet connection and modemYesterday your internet service was fine and today it.s not. It.s a frustrating situation for sure.
It can be something as minor as the power cord wiggled loose or someone ran over the modem.s phone cord with the vacuum. Maybe you rearranged the furniture and had to disconnect and reconnect your modem.s cords, but you didn't get it quite right.
We know you.re busy, so here are some things you can try in order to get back on course.
Before you begin – check the obviousIt never hurts to double check the cords and cables going to your modem.
- Is the modem plugged in, turned on and getting power?
- Are all the connections tight and secure?
- Are all the cords and cables connected to the correct port or outlet?
Avoid these common modem set-up mistakesMake sure you avoid these common set-up mistakes that are known to cause problems with an Internet connection.
- Don’t use a DSL filter between the wall phone jack and the modem.
The modem already has a built in filter, so it.s important that you DON’T use an in-line filter from your telephone wall jack to the modem. This is the only phone line where you don’t want to use a filter. Putting a filter on this line will prevent the data signal from reaching the modem and consequently preventing a connection to the Internet.
- Don’t connect the modem.s phone cord to phone splitters or phone jacks built into surge protectors.
The phone cord connecting the wall phone jack to the modem DSL or LINE port should be direct without any other type of equipment in between the two.
- Don’t connect from the wall phone jack to the modem port labeled PHONE.
The phone cord that runs between the wall jack and the modem should go into the modem port labeled DSL or LINE (label varies by modem). The PHONE port on the modem is intended for connecting to a telephone device.
Next - The Basics1 - Restart (reboot) your modem.
Unplug your modem's power cord for at least 20 seconds and then plug it back in again. Wait 2 minutes for the modem to finish its restart before checking the modem lights.
2 - Check the lights on your modem.
In general, when everything is working correctly the modem lights should look like:
- Power light: green (solid)
- DSL light: green (solid)
- Internet (INT) light: green (flashing)
- Wireless light: green (flashing), if you have wireless capabilities
- Ethernet light: green (flashing), if you are connected by an Ethernet cable
3 - Restart (reboot) your computer or device.
Power off and restart your computer or device connecting to your modem. Wait at least 2 minutes before trying to connect to the internet. This gives the computer or device the time it needs to reconnect to the modem.
Are you having a recurring problem with your internet connection that is noticeably specific?Here are some good tips and solutions if your internet connection problem is specific.
Losing internet connection when landline phone is used.Your phone line carries two signals – one voice and one data. In order for both to share the same line without interrupting each other, the equipment in your home has to be set up correctly. Learn more about how help the two get along by checking out these articles:
- Internet & your phone, working together: Using filters
- Internet & Phone: How to properly connect a landline phone through the same wall phone jack as the modem
Internet speed is sometimes slower than expected.Your browsing experience may be hampered by factors outside of CenturyLink.s control. However, we can help point you in the direction of things you can check on to make the experience better.
Your Web Browser
Poor browser health can cause unusual Internet behavior. You can improve your browsing experience by trying some of these tasks:
- Reset your browser
- Restore default settings
- Delete temporary files
- Delete cookies
- Clear history
- Clear cache
Maybe your computer is sick? The health of your computer can ruin your browsing experience. Keep your computer healthy with a variety of PC Services, including FREE unlimited PC diagnostic and security scans.
Did you know?Your Modem and Connection
- The way a website is built or the equipment the website owner uses has a direct affect on the speed with which you experience a particular website or web page.
- Also, the amount of traffic on the internet can cause the speed of your service to vary. This is similar to a freeway you drive your car on. You may have a very fast car, but if the traffic on the freeway is slow, it is going to affect how fast your car can go. It has the same affect on your browsing experience.
Lastly, there can sometimes be issues specific to your location and equipment that are causing the slow down. Try troubleshooting the speed of your service.