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4.5 DSL - How to troubleshoot a DSL connection


Our DSL service uses Qwest phone lines to deliver always-on, broadband Internet service. Because Qwest is responsible for the phone line from your home to their central office and from their central office to us, there are limitations to the extent that Simply Bits can troubleshoot the problem with your DSL service. It may be necessary for us to refer you to Qwest if we believe the service problem is not within Simply Bits scope of service or equipment.

Always try rebooting your DSL modem before calling technical support. This will solve 99% of most connection problems. Unplug the power to the device and leave it powered off for at least five minutes. Why? it will drain the capacitors within the device of any electric charge, it will ensure that when you power it back up it will force a new connection on the line.

  1. Shutdown any comuters(s) connected to the DSL modem;
  2. Disconnect the power to the DSL modem;
  3. Wait the designated period of time;
  4. Restore power to the DSL modem;
  5. Wait for the modem to complete its power on self tests, and for it to re-establish its connections. Indicator lights on the unit vary but generally they are - 1) power, 2) DSL, Internet provider. If the DSL light continually flashes and never goes solid this indicates that the modem cannot find the DSL signal on your phone line. In this instance contact Qwest and report that the light continally flashes and ask them to check the line from their central office to you. If the DSL light goes solid but the Internet light never comes on it may be a problem with Qwest or with Simply Bits. Contact Simply Bits technical support and we can narrow down the problem a little further. Dependent on our findings we may still refer you back to Qwest.