Troubleshooting no Internet access

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Make sure that all the cables are correctly plugged in:

  1. Ethernet Cable
  2. Line Cable
  3. Power Cable

Restart, reboot and verify:

Restart the 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. Note: Keep in mind that your modem runs twenty-four seven. An occasional break gives it chance to clear out the old and reduce any built up heat.

Restart (reboot) your computer or device:

Power off and restart your computer (or device). To give your computer a chance to clear out its cache and reconnect settings, wait at least 2 minutes before trying to access the Internet.

Make sure the modem lights are correct:

  • Power light: green (solid)
  • DSL light: green (solid)
  • Internet light: green (flashing)
  • Ethernet light: green (flashing) - If you are connected by an Ethernet cable.
  • Wireless light: green (flashing) - If you have a wireless router.

You will need to obtain the modems default gateway to go into the router settings:

Do the following, in between the Ctrl and Alt key press the Windows key and the letter R at the same time and a run dialog box will open. In the textbox provided, type “cmd” and press enter and a black window will open up. In the black window type the following by the flashing cursor, ipconfig and press the “Enter” key. Look for the values next to the words “Default Gateway” which will be numbers usually something as follows (10.0.0.2, 192.168.0.1 or 192.168.10.1 etc). The default gateway is used to log into the router settings by typing it in the web browser, in the top address bar where you would normally type for example: www.isat.co.za

If the Internet light is red:

ADSL router lights example

If the Internet light on the router is red this usually means in most instances that the connection username and password has been kicked out the router. This normally happens when there is power outages or bad weather. You will need to login into the router and confirm all the settings are correct: such as the, username, password, connection type, VPI and VCI numbers, as well as the wireless settings and once all the settings have been put in place apply the settings and see if you can connect.

If you are still unable to connect you could factory reset the router to its default, by taking a paper clip or something that will fit in the hole at the back or underneath the router and hold it in there for ten to thirty seconds to set it to its default. You will need to login into the router to go through the router setup up and do all the settings, username and password, connection type, VPI and VCI numbers etc and apply the settings. Try connecting to the internet again. Also try putting the Ethernet cable in a different port as there is four ports as the one port may be faulty

If you still not able to connect, they can see if they have a second router to test the settings on there as it could be the first router that may be faulty. If the details work on the second router, then the first router they tested is faulty.

Pots Filter:

You could by pass the pots filter to see if that is giving an issue, if it is the pots filter that is giving an issue you will then need to replace it.

Do not pick up a default gateway:

If you cannot pick up a default gateway using ipconfig in command prompt and you get an error saying media state disconnected by using an Ethernet cable. Try a different Ethernet cable as the one that you are currently using could be faulty. Make sure all cables are inserted correctly.

Should you need assistance, please feel free to contact our Support Team on 086 123 4728.

Regards,
The iSAT Team


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