Support - User contributions [en]

DSL Processes

2015-08-24T15:56:57Z

Xx175: /* Account Suspension */

The purpose of this document is to explain how NCF operates with respect to the provision and support of the DSL Broadband Service offered to NCF members.

Please refer to our [[DSL Terms of Service]] for related information.

==Email Address==
# In order to keep costs down, NCF has automated many systems to provision, track and notify Members about the status of their Service. NCF requires that you provide and keep up-to-date at all times a working [[email]] address that you access on a regular basis in order to receive notifications about your Service.
# NCF will also email notifications related to the Service to the email address provided to the Member upon signup with NCF (i.e., ID@ncf.ca where the ID is two letters followed by three numbers, e.g., aa000).

==DSL Equipment==
# Use of NCF Broadband Service requires that the Member provide a [[Modem Installation (DSL)|modem]] that will work with the technology employed by its third party service providers. Currently, any ADSL2+ modem should work as long as its configuration is not locked to another provider. For VDSL service, VDSL modem sold by NCF must be used. Please see our help site for configuration information.
# You may elect to:
## Purchase a modem from NCF at the current advertised prices. NCF will provide full support of the configuration of the modem and a 24-month (from date of purchase) manufacturer replacement warranty of defective modem purchased from NCF.
## Purchase and configure any ADSL2+ modem on your own. NCF provides [[Modem Configuration (DSL)|documentation]] to assist you to correctly configure your modem for use with NCF. Should you require assistance with the initial configuration of a modem that was not purchased directly from NCF, a setup fee may apply at the discretion of NCF.

==Service Initiation==
# When the order for Service is placed with the third party supplier, the supplier may indicate that a visit is required to your premises or they may indicate that no visit is required. This means that the supplier may or may not require access inside your premises. The supplier may also change the status of whether a visit is required from the time the order is accepted to the “installation date”.
# Note for multi-dwelling (e.g., apartment/condo) buildings: the installer may only require access to the utility room or demarcation point for your building and not necessarily your apartment/unit. NCF recommends that you make arrangements with your landlord for access to the appropriate area of the building, if required.
# NCF will try its best to inform you whether a premises visit is required by the supplier. This notification will be made via email or a phone call, therefore it is essential that you provide a working email address and phone number when subscribing to our Broadband Service.
# Should a premises visit be required by the third party supplier, NCF highly recommends that you make yourself available (or have an individual over 18 years old available) for the third party technician.
# Should you or your representative be unavailable, the third party supplier may not be able to complete the order/work required to activate your Service. In this case, NCF will work with you to reschedule an installation date with the third party supplier. If the third party supplier levies any fees for the missed visit, NCF will pass these fees along to you. Also note that rescheduling a new installation date may require another 4-5 business days time frame.

==Monthly and One-time Payments==
# Members will be billed for recurring services on a monthly cycle. All services are pre-paid. NCF offers billing via credit card or pre-authorized payment through auto-debit.
# Failure to remit payments by the due dates may result in the suspension and/or termination of DSL Broadband Service. Should NCF terminate the DSL Broadband Service with the third party supplier, fees may apply to reactivate the service once the account is settled. These fees are levied by the third party supplier and are passed along to the Member.

==Refunds==
# Should NCF, through its third party supplier, be unable to provide Service for any reason when the Service is initiated:
## a full refund for services will be provided to the Member.
## a full refund for the modem will be provided to the Member, if the modem was purchased from NCF (as verified by the serial number) and is returned with all packaging material and in the same condition in which it was sold.
#If you decide to cancel your service within the first 30 days, you may return any hardware (modem, filter/s) purchased from NCF (as verified by the serial number) with all original packaging material and in the same condition it was sold for a full refund.
# Further, should NCF be unable to provide service during any time as a direct result of issues with the third party supplier provision of the service, a credit for length of time of the outage will be given to the Member. Outages or inability to use the service that is directly related to Member-provided equipment, wiring within the premises or any other factor, will not be refunded. Essentially, if we can get a refund from our supplier, then we will pass this refund on to you.

==Cancellation of Services==
# Members may [[DSL cancellation|cancel their service]] at any time.
# NCF can not provide refunds for partial months of service. However, if you had pre-paid several months, full months beyond the month in which the cancellation occurred will be refunded at your request.
# NCF requires a minimum of 5 business days to process a cancellation order. If you cancel your service on the last day of your billing cycle you will incur an extra month of charges.
# Cancellation of DSL Services does not automatically cancel your membership in NCF.

==Account Suspension==
Account suspensions are available for a minimum of 28 days/one month, there is no maximum.

For all DSL accounts, the charge during the suspended period is $20 per month + the dry line cost + HST and is pro-rated for mid-month periods (ie. five weeks = (monthly cost) * (5 weeks / 4 weeks)). This is processed internally as a credit on their account for the difference between their regular plan and the amount charged during the suspension. Connectivity will be disabled during the suspension period.

We ask members to give us one week's advance notice to process. If notice given is less than one week we will try to process it as fast as we can but we cannot guarantee the start date of the suspension period. The member will be charged the suspended rate as of its implementation date.

==See also==
*[[DSL terms of service]]
*[[Troubleshooting (DSL)]]

[[Category:DSL]]

DSL Processes

2015-08-24T15:56:17Z

Xx175: /* Account Suspension */

The purpose of this document is to explain how NCF operates with respect to the provision and support of the DSL Broadband Service offered to NCF members.

Please refer to our [[DSL Terms of Service]] for related information.

==Email Address==
# In order to keep costs down, NCF has automated many systems to provision, track and notify Members about the status of their Service. NCF requires that you provide and keep up-to-date at all times a working [[email]] address that you access on a regular basis in order to receive notifications about your Service.
# NCF will also email notifications related to the Service to the email address provided to the Member upon signup with NCF (i.e., ID@ncf.ca where the ID is two letters followed by three numbers, e.g., aa000).

==DSL Equipment==
# Use of NCF Broadband Service requires that the Member provide a [[Modem Installation (DSL)|modem]] that will work with the technology employed by its third party service providers. Currently, any ADSL2+ modem should work as long as its configuration is not locked to another provider. For VDSL service, VDSL modem sold by NCF must be used. Please see our help site for configuration information.
# You may elect to:
## Purchase a modem from NCF at the current advertised prices. NCF will provide full support of the configuration of the modem and a 24-month (from date of purchase) manufacturer replacement warranty of defective modem purchased from NCF.
## Purchase and configure any ADSL2+ modem on your own. NCF provides [[Modem Configuration (DSL)|documentation]] to assist you to correctly configure your modem for use with NCF. Should you require assistance with the initial configuration of a modem that was not purchased directly from NCF, a setup fee may apply at the discretion of NCF.

==Service Initiation==
# When the order for Service is placed with the third party supplier, the supplier may indicate that a visit is required to your premises or they may indicate that no visit is required. This means that the supplier may or may not require access inside your premises. The supplier may also change the status of whether a visit is required from the time the order is accepted to the “installation date”.
# Note for multi-dwelling (e.g., apartment/condo) buildings: the installer may only require access to the utility room or demarcation point for your building and not necessarily your apartment/unit. NCF recommends that you make arrangements with your landlord for access to the appropriate area of the building, if required.
# NCF will try its best to inform you whether a premises visit is required by the supplier. This notification will be made via email or a phone call, therefore it is essential that you provide a working email address and phone number when subscribing to our Broadband Service.
# Should a premises visit be required by the third party supplier, NCF highly recommends that you make yourself available (or have an individual over 18 years old available) for the third party technician.
# Should you or your representative be unavailable, the third party supplier may not be able to complete the order/work required to activate your Service. In this case, NCF will work with you to reschedule an installation date with the third party supplier. If the third party supplier levies any fees for the missed visit, NCF will pass these fees along to you. Also note that rescheduling a new installation date may require another 4-5 business days time frame.

==Monthly and One-time Payments==
# Members will be billed for recurring services on a monthly cycle. All services are pre-paid. NCF offers billing via credit card or pre-authorized payment through auto-debit.
# Failure to remit payments by the due dates may result in the suspension and/or termination of DSL Broadband Service. Should NCF terminate the DSL Broadband Service with the third party supplier, fees may apply to reactivate the service once the account is settled. These fees are levied by the third party supplier and are passed along to the Member.

==Refunds==
# Should NCF, through its third party supplier, be unable to provide Service for any reason when the Service is initiated:
## a full refund for services will be provided to the Member.
## a full refund for the modem will be provided to the Member, if the modem was purchased from NCF (as verified by the serial number) and is returned with all packaging material and in the same condition in which it was sold.
#If you decide to cancel your service within the first 30 days, you may return any hardware (modem, filter/s) purchased from NCF (as verified by the serial number) with all original packaging material and in the same condition it was sold for a full refund.
# Further, should NCF be unable to provide service during any time as a direct result of issues with the third party supplier provision of the service, a credit for length of time of the outage will be given to the Member. Outages or inability to use the service that is directly related to Member-provided equipment, wiring within the premises or any other factor, will not be refunded. Essentially, if we can get a refund from our supplier, then we will pass this refund on to you.

==Cancellation of Services==
# Members may [[DSL cancellation|cancel their service]] at any time.
# NCF can not provide refunds for partial months of service. However, if you had pre-paid several months, full months beyond the month in which the cancellation occurred will be refunded at your request.
# NCF requires a minimum of 5 business days to process a cancellation order. If you cancel your service on the last day of your billing cycle you will incur an extra month of charges.
# Cancellation of DSL Services does not automatically cancel your membership in NCF.

==Account Suspension==
Account suspensions are available for a minimum of 28 days/one month, there is no maximum.

For all DSL accounts, the charge during the suspended period is $20/per month + the dry line cost + HST and is pro-rated for mid-month periods (ie. five weeks = (monthly cost) * (5 weeks / 4 weeks)). This is processed internally as a credit on their account for the difference between their regular plan and the amount charged during the suspension. Connectivity will be disabled during the suspension period.

We ask members to give us one week's advance notice to process. If notice given is less than one week we will try to process it as fast as we can but we cannot guarantee the start date of the suspension period. The member will be charged the suspended rate as of its implementation date.

==See also==
*[[DSL terms of service]]
*[[Troubleshooting (DSL)]]

[[Category:DSL]]

Support:Community Portal

2015-08-03T21:41:45Z

Xx175: /* Usage and Capacity Based Billing */

===Usage- and Capacity-Based Billing===

Some useful links on the issue which was dealt with by the CRTC in November 2011 can be found here:

* The [http://www.crtc.gc.ca/eng/archive/2011/2011-703.htm complete CRTC Ruling]
* MUCH easier to read analysis on CBC [http://www.cbc.ca/news/technology/story/2011/11/16/technology-internet-ubb-crtc-billing.html is here]

In a quick summary, the initial concerns we all had about usage based billing were resolved by the CRTC with a decision to not allow a usage based charging scheme (i.e., charging you more at certain times of the day or based on what you were doing, like for video or skype). Instead they approved a new tarrif structure around capacity-based billing, where service providers and wholesalers can charge based on the capacity-capability of the service provided.

Thus costs will be born based on the total internet usage that a group of users, like the members of NCF, are using. NCF will have to make some bets on how much capacity we will need and pay based on that.

As of early 2012, we are still working on determining how that will impact our members, but remain dedicated to ensuring our pricing and service remain accessible to the greatest part of our community, while maintaining our non-profit goals.

Support:Community Portal

2015-08-03T21:40:22Z

Xx175: /* Usage and Capacity Based Billing */

===Usage and Capacity Based Billing===

Some useful links on the issue which was dealt with by the CRTC in November 2011 can be found here:

* The [http://www.crtc.gc.ca/eng/archive/2011/2011-703.htm complete CRTC Ruling]
* MUCH easier to read analysis on CBC [http://www.cbc.ca/news/technology/story/2011/11/16/technology-internet-ubb-crtc-billing.html is here]

In a quick summary, the initial concerns we all had about usage based billing were resolved by the CRTC with a decision to not allow a usage based charging scheme (i.e., charging you more at certain times of the day or based on what you were doing, like for video or skype). Instead they approved a new tarrif structure around capacity-based billing, where service providers and wholesalers can charge based on the capacity-capability of the service provided.

Thus costs will be born based on the total internet usage that a group of users, like the members of NCF, are using. NCF will have to make some bets on how much capacity we will need and pay based on that.

As of Early 2012, we are still working on determining how that will impact our members, but remain dedicated to ensuring our pricing and service remain accessible to the greatest part of our community, while maintaining our non-profit goals.

Modem Installation

2015-08-03T21:34:44Z

Xx175: /* Problems? */

__NOTOC__
This page details how to physically install a modem at your home.

==Installing a DSL Modem==
DSL modems obtained from NCF are pre-configured and ready to install by following the steps below; you do not need to use the modem's Set-Up disk. (If your modem is not pre-configured by NCF, consult the [[Modem Configuration (DSL)|modem configuration guide]].)

===Install line filters===
Every device connected to the phone line at your location must have a line filter '''except the DSL modem'''. Devices that must be connected via a filter include phones, fax machines, satellite receivers, alarm systems, and dial-up computer modems. Alternatively, you can use one filter for your entire location (see [[Home wiring (DSL)]].

[[File:PhoneLineFilter.png|center|frame|Every device (except DSL modem) needs a line filter]]

===Connect the DSL modem===
Connect the DSL modem directly (with '''no filter''') to a phone jack using the supplied phone line cable and to your computer with an ethernet cable (if you are using ethernet). Plug in the modem power supply. For best performance, use only the phone line provided with the modem. Locate it away from sources of electrical interference and ensure that it has good ventilation for cooling.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

===Power up the modem and use the Internet===
Turn the modem on using the push-button switch located on the back of the modem. The lights on the modem should come on right away and within a few minutes they should turn green.

If your modem is from NCF, it will be pre-configured and ready to go. Your computer should now be able to browse the internet. See [[About DSL modem lights]]

Normally DSL modems are left on continuously to ensure your connection is there when you need it. If you are going to be away from home for an extended period of time it can be turned off.

===Wireless===
If you have a modem that supports wireless access, it is pre-configured by NCF to operate with high security (WPA-PSK mode), which requires a password. The green WLAN light on the modem indicates the modem is ready for wireless access, and the modem should now appear on the list of access points available to your computer. When you try to make a connection, you will need to provide the WPA-PSK key that is printed on the bottom of your modem (also printed on a label on your modem's Setup disk) in the case of SpeedTouch modems or using your NCF [[DSL password]] (all other types of modems). For more details about wireless, consult your [[Modem manuals (DSL)|modem's manual]].

===Doing more===
DSL modems generally have features to support more than the standard operation enabled above. For special circumstances and doing more, have a look at the [[Modem manuals (DSL)|modem's manual]].

==Problems?==

The modem lights usually indicate what is wrong. See [[About DSL modem lights]].

If your modem is not detecting a DSL signal, indicated by the DSL light not becoming solid green within a few minutes, here are some possible solutions:

* If this is a new installation, maybe Bell has not yet turned on the DSL service on your line. Which day were you told DSL service could be expected to start? (the 'activation date')

* Check the connections. Using a phone, make sure there is phone service to the wall jack where the modem is to be connected.

* Try the [[Troubleshooting (DSL)|troubleshooting]] procedures.

If there are still problems: see [http://www.ncf.ca/ncf/support/ NCF Help] and especially [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 the DSL Help Desk] discussion group.

==See also==
* [http://www.ncf.ca/ncf/support/ModemPages%20-%208951ND.pdf NCF TP-Link 8951 installation instruction sheet]
* [http://www.ncf.ca/ncf/support/ModemPages%20-%208816%20v1.pdf NCF TP-Link 8816 installation instruction sheet]

[[Category:DSL]]

Modem Installation

2015-08-03T21:34:14Z

Xx175: /* Problems? */

__NOTOC__
This page details how to physically install a modem at your home.

==Installing a DSL Modem==
DSL modems obtained from NCF are pre-configured and ready to install by following the steps below; you do not need to use the modem's Set-Up disk. (If your modem is not pre-configured by NCF, consult the [[Modem Configuration (DSL)|modem configuration guide]].)

===Install line filters===
Every device connected to the phone line at your location must have a line filter '''except the DSL modem'''. Devices that must be connected via a filter include phones, fax machines, satellite receivers, alarm systems, and dial-up computer modems. Alternatively, you can use one filter for your entire location (see [[Home wiring (DSL)]].

[[File:PhoneLineFilter.png|center|frame|Every device (except DSL modem) needs a line filter]]

===Connect the DSL modem===
Connect the DSL modem directly (with '''no filter''') to a phone jack using the supplied phone line cable and to your computer with an ethernet cable (if you are using ethernet). Plug in the modem power supply. For best performance, use only the phone line provided with the modem. Locate it away from sources of electrical interference and ensure that it has good ventilation for cooling.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

===Power up the modem and use the Internet===
Turn the modem on using the push-button switch located on the back of the modem. The lights on the modem should come on right away and within a few minutes they should turn green.

If your modem is from NCF, it will be pre-configured and ready to go. Your computer should now be able to browse the internet. See [[About DSL modem lights]]

Normally DSL modems are left on continuously to ensure your connection is there when you need it. If you are going to be away from home for an extended period of time it can be turned off.

===Wireless===
If you have a modem that supports wireless access, it is pre-configured by NCF to operate with high security (WPA-PSK mode), which requires a password. The green WLAN light on the modem indicates the modem is ready for wireless access, and the modem should now appear on the list of access points available to your computer. When you try to make a connection, you will need to provide the WPA-PSK key that is printed on the bottom of your modem (also printed on a label on your modem's Setup disk) in the case of SpeedTouch modems or using your NCF [[DSL password]] (all other types of modems). For more details about wireless, consult your [[Modem manuals (DSL)|modem's manual]].

===Doing more===
DSL modems generally have features to support more than the standard operation enabled above. For special circumstances and doing more, have a look at the [[Modem manuals (DSL)|modem's manual]].

==Problems?==

The modem lights usually indicate what is wrong. See [[About DSL modem lights]].

If your modem is not detecting a DSL signal, indicated by the DSL light not becoming solid green within a few minutes, here are some possible solutions:

* If this is a new installation, maybe Bell has not yet turned on the DSL service on your line. Which day were you told DSL service could be expected to start? (the 'activation date')

* Check the connections. Using a phone, make sure there is phone service to the wall jack where the modem is to be connected.

* Try the [[Troubleshooting (DSL)|troubleshooting]] procedures.

If there are still problems: see [http://www.ncf.ca/ncf/support/ NCF Help] and especially [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 the DSL help desk] discussion group.

==See also==
* [http://www.ncf.ca/ncf/support/ModemPages%20-%208951ND.pdf NCF TP-Link 8951 installation instruction sheet]
* [http://www.ncf.ca/ncf/support/ModemPages%20-%208816%20v1.pdf NCF TP-Link 8816 installation instruction sheet]

[[Category:DSL]]

Modem Installation

2015-08-03T21:29:15Z

Xx175: /* Problems? */

__NOTOC__
This page details how to physically install a modem at your home.

==Installing a DSL Modem==
DSL modems obtained from NCF are pre-configured and ready to install by following the steps below; you do not need to use the modem's Set-Up disk. (If your modem is not pre-configured by NCF, consult the [[Modem Configuration (DSL)|modem configuration guide]].)

===Install line filters===
Every device connected to the phone line at your location must have a line filter '''except the DSL modem'''. Devices that must be connected via a filter include phones, fax machines, satellite receivers, alarm systems, and dial-up computer modems. Alternatively, you can use one filter for your entire location (see [[Home wiring (DSL)]].

[[File:PhoneLineFilter.png|center|frame|Every device (except DSL modem) needs a line filter]]

===Connect the DSL modem===
Connect the DSL modem directly (with '''no filter''') to a phone jack using the supplied phone line cable and to your computer with an ethernet cable (if you are using ethernet). Plug in the modem power supply. For best performance, use only the phone line provided with the modem. Locate it away from sources of electrical interference and ensure that it has good ventilation for cooling.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

===Power up the modem and use the Internet===
Turn the modem on using the push-button switch located on the back of the modem. The lights on the modem should come on right away and within a few minutes they should turn green.

If your modem is from NCF, it will be pre-configured and ready to go. Your computer should now be able to browse the internet. See [[About DSL modem lights]]

Normally DSL modems are left on continuously to ensure your connection is there when you need it. If you are going to be away from home for an extended period of time it can be turned off.

===Wireless===
If you have a modem that supports wireless access, it is pre-configured by NCF to operate with high security (WPA-PSK mode), which requires a password. The green WLAN light on the modem indicates the modem is ready for wireless access, and the modem should now appear on the list of access points available to your computer. When you try to make a connection, you will need to provide the WPA-PSK key that is printed on the bottom of your modem (also printed on a label on your modem's Setup disk) in the case of SpeedTouch modems or using your NCF [[DSL password]] (all other types of modems). For more details about wireless, consult your [[Modem manuals (DSL)|modem's manual]].

===Doing more===
DSL modems generally have features to support more than the standard operation enabled above. For special circumstances and doing more, have a look at the [[Modem manuals (DSL)|modem's manual]].

==Problems?==

The modem lights usually indicate what is wrong. See [[About DSL modem lights]].

If your modem is not detecting a DSL signal, indicated by the DSL light not becoming solid green within a few minutes, here are some possible solutions:

* If this is a new installation, maybe Bell has not yet turned on the DSL service on your line. Which day were you told DSL service could be expected to start? (the 'activation date')

* Check the connections. Using a phone, make sure there is phone service to the wall jack where the modem is to be connected.

* Try the [[Troubleshooting (DSL)|troubleshooting]] procedures.

If there are still problems: see [http://www.ncf.ca/ncf/support/ NCF Help] and especially [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 the DSL help desk discussion group].

==See also==
* [http://www.ncf.ca/ncf/support/ModemPages%20-%208951ND.pdf NCF TP-Link 8951 installation instruction sheet]
* [http://www.ncf.ca/ncf/support/ModemPages%20-%208816%20v1.pdf NCF TP-Link 8816 installation instruction sheet]

[[Category:DSL]]

Modem Installation

2015-08-03T21:27:48Z

Xx175: /* Wireless */

__NOTOC__
This page details how to physically install a modem at your home.

==Installing a DSL Modem==
DSL modems obtained from NCF are pre-configured and ready to install by following the steps below; you do not need to use the modem's Set-Up disk. (If your modem is not pre-configured by NCF, consult the [[Modem Configuration (DSL)|modem configuration guide]].)

===Install line filters===
Every device connected to the phone line at your location must have a line filter '''except the DSL modem'''. Devices that must be connected via a filter include phones, fax machines, satellite receivers, alarm systems, and dial-up computer modems. Alternatively, you can use one filter for your entire location (see [[Home wiring (DSL)]].

[[File:PhoneLineFilter.png|center|frame|Every device (except DSL modem) needs a line filter]]

===Connect the DSL modem===
Connect the DSL modem directly (with '''no filter''') to a phone jack using the supplied phone line cable and to your computer with an ethernet cable (if you are using ethernet). Plug in the modem power supply. For best performance, use only the phone line provided with the modem. Locate it away from sources of electrical interference and ensure that it has good ventilation for cooling.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

===Power up the modem and use the Internet===
Turn the modem on using the push-button switch located on the back of the modem. The lights on the modem should come on right away and within a few minutes they should turn green.

If your modem is from NCF, it will be pre-configured and ready to go. Your computer should now be able to browse the internet. See [[About DSL modem lights]]

Normally DSL modems are left on continuously to ensure your connection is there when you need it. If you are going to be away from home for an extended period of time it can be turned off.

===Wireless===
If you have a modem that supports wireless access, it is pre-configured by NCF to operate with high security (WPA-PSK mode), which requires a password. The green WLAN light on the modem indicates the modem is ready for wireless access, and the modem should now appear on the list of access points available to your computer. When you try to make a connection, you will need to provide the WPA-PSK key that is printed on the bottom of your modem (also printed on a label on your modem's Setup disk) in the case of SpeedTouch modems or using your NCF [[DSL password]] (all other types of modems). For more details about wireless, consult your [[Modem manuals (DSL)|modem's manual]].

===Doing more===
DSL modems generally have features to support more than the standard operation enabled above. For special circumstances and doing more, have a look at the [[Modem manuals (DSL)|modem's manual]].

==Problems?==

The modem lights usually indicate what is wrong. See [[About DSL modem lights]].

If your modem is not detecting a DSL signal, indicated by the DSL light not becoming solid green within a few minutes, here are some possible solutions:

* If this is a new installation, maybe Bell has not yet turned on DSL to your line. Which day were you told DSL service could be expected to start (the 'activation date')?

* Check the connections. Using a phone, make sure there is phone service to the wall jack where the modem is to be connected.

* Try the [[Troubleshooting (DSL)|troubleshooting]] procedures.

If there are still problems: see [http://www.ncf.ca/ncf/support/ NCF Help] and especially [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 the DSL help desk discussion group].

==See also==
* [http://www.ncf.ca/ncf/support/ModemPages%20-%208951ND.pdf NCF TP-Link 8951 installation instruction sheet]
* [http://www.ncf.ca/ncf/support/ModemPages%20-%208816%20v1.pdf NCF TP-Link 8816 installation instruction sheet]

[[Category:DSL]]

Modem Installation

2015-08-03T21:27:02Z

Xx175:

__NOTOC__
This page details how to physically install a modem at your home.

==Installing a DSL Modem==
DSL modems obtained from NCF are pre-configured and ready to install by following the steps below; you do not need to use the modem's Set-Up disk. (If your modem is not pre-configured by NCF, consult the [[Modem Configuration (DSL)|modem configuration guide]].)

===Install line filters===
Every device connected to the phone line at your location must have a line filter '''except the DSL modem'''. Devices that must be connected via a filter include phones, fax machines, satellite receivers, alarm systems, and dial-up computer modems. Alternatively, you can use one filter for your entire location (see [[Home wiring (DSL)]].

[[File:PhoneLineFilter.png|center|frame|Every device (except DSL modem) needs a line filter]]

===Connect the DSL modem===
Connect the DSL modem directly (with '''no filter''') to a phone jack using the supplied phone line cable and to your computer with an ethernet cable (if you are using ethernet). Plug in the modem power supply. For best performance, use only the phone line provided with the modem. Locate it away from sources of electrical interference and ensure that it has good ventilation for cooling.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

===Power up the modem and use the Internet===
Turn the modem on using the push-button switch located on the back of the modem. The lights on the modem should come on right away and within a few minutes they should turn green.

If your modem is from NCF, it will be pre-configured and ready to go. Your computer should now be able to browse the internet. See [[About DSL modem lights]]

Normally DSL modems are left on continuously to ensure your connection is there when you need it. If you are going to be away from home for an extended period of time it can be turned off.

===Wireless===
If you have a modem that supports wireless access, it is pre-configured by NCF to operate with high security (WPA-PSK mode), which requires a password. The green WLAN light on the modem indicates the modem is ready for wireless access, and the modem should now appear on the list of access points available to your computer. When you try to make a connection, you will need to provide the WPA-PSK key that is printed on the bottom of your modem (also printed on a label on your modem's Setup disk) in gthe case of SpeedTouch modems or using your NCF [[DSL password]] (all other types of modems). For more details about wireless, consult your [[Modem manuals (DSL)|modem's manual]].

===Doing more===
DSL modems generally have features to support more than the standard operation enabled above. For special circumstances and doing more, have a look at the [[Modem manuals (DSL)|modem's manual]].

==Problems?==

The modem lights usually indicate what is wrong. See [[About DSL modem lights]].

If your modem is not detecting a DSL signal, indicated by the DSL light not becoming solid green within a few minutes, here are some possible solutions:

* If this is a new installation, maybe Bell has not yet turned on DSL to your line. Which day were you told DSL service could be expected to start (the 'activation date')?

* Check the connections. Using a phone, make sure there is phone service to the wall jack where the modem is to be connected.

* Try the [[Troubleshooting (DSL)|troubleshooting]] procedures.

If there are still problems: see [http://www.ncf.ca/ncf/support/ NCF Help] and especially [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 the DSL help desk discussion group].

==See also==
* [http://www.ncf.ca/ncf/support/ModemPages%20-%208951ND.pdf NCF TP-Link 8951 installation instruction sheet]
* [http://www.ncf.ca/ncf/support/ModemPages%20-%208816%20v1.pdf NCF TP-Link 8816 installation instruction sheet]

[[Category:DSL]]

Modem Configuration

2015-08-03T21:24:11Z

Xx175: /* See also */

You have several choices:

;Current modems sold by NCF:
*[[Modem Configuration (DSL) Sagemcom 2864]] - how to configure the current four Ethernet port plus "N" wireless modem NCF currently sells for 15 Mb/s service and faster
*[[Modem Configuration (DSL) SmartRG SR505N]] - how to configure the current four Ethernet port plus "N" wireless modem NCF currently sells for 15 Mb/s service and faster
*[[Modem Configuration (DSL) TP-Link 8816]] - how to configure the current single Ethernet port modem NCF currently sells
*[[Modem Configuration (DSL) TP-Link 8951ND]] - how to configure the current four Ethernet port plus "N" wireless modem NCF currently sells

;Older modems previously sold by NCF:
*[[Modem Configuration (DSL) TP-Link 8901G]] - how to configure the four Ethernet port plus "G" wireless modem NCF sold between December 2011 and October 2012
*[[Modem Configuration (DSL) TP-Link 8950ND]] - how to configure the four Ethernet port plus "N" wireless modem NCF sold between December 2011 and October 2012
*[[Modem Configuration (DSL) SpeedTouch]] - how to configure the older SpeedTouch modems NCF sold until the fall of 2011

==See also==
*[[Dynamic DNS]]
*[[Port forwarding]]
*[[SpeedTouch 516 and 585 on ADSL2+]]
*[[VOIP]]

[[Category:DSL]]

Modem Configuration

2015-08-03T21:23:56Z

Xx175: /* See also */

SpeedTouch 516 and 585 on ADSL2+

2015-08-03T21:22:48Z

Xx175:

In 2009 Bell's infrastructure did not support ADSL2+, while the modems NCF sold then, the Thompson SpeedTouch 516 and 585s, did. Because the modems defaulted to ADSL2+ and not the ADSL1 then in use on Bell's networks the modems would not connect. To fix this problem a number of modems shipped at that time were configured by NCF to force them into ADSL1 mode, which solved the problem. Now that Bell's infrastructure requires ADSL2+ for 15 Mb/s service these modems that were configured that way will not work with 15 Mb/s service unless reconfigured.

The configuration cannot be fixed by doing a factory reset, instead it must be done by [https://en.wikipedia.org/wiki/Telnet Telnet] into the modem and changing it via command line. Fortunately this is easy to do.

==Accessing Telnet==
===Linux and Mac===
On Linux operating systems you can access telnet by opening a terminal and typing in "telnet 192.168.1.254" at the prompt.

===Windows===
On Windows XP and Vista operating systems telnet can be accessed by opening "run" and the "cmd" command and entering telnet.

In Windows 7 and 8 you can bring up the command line by entering "cmd" in the search bar.

In any version of Windows you can also run telnet by installing and using the [http://www.chiark.greenend.org.uk/~sgtatham/putty/ PuTTY] free software application.

==Configuring the 516 or 585 v7 modem for ADSL2+==
The commands are:

telnet 192.168.1.254
User: admin/Administrator 
Pass: <your dsl password> 

xdsl debug multimode config=t1.413issue2+g992.1_annex_a+g992.3_annex_a+g992.3_annex_l+g992.3_annex_m+g992.5_annex_a+g992.5_annex_m

saveall

That "xdsl..." is a single command, so in copy and pasting be careful to copy the entire line without any carriage returns, which would compromise the command.

[[File:Thompson dsl2 fix.png]]

==Configuring the 585 v6 modem for ADSL2+==
The commands are:

telnet 192.168.1.254
User: admin/Administrator 
Pass: <your dsl password> 

adsl config xdsltype = adsl2+

ADSL configuration:

detect-lop = enabled 
syslog = disabled 

and then to confirm:

adsl info

which should return a result similar to:

Modemstate : Up 
xDSL Type : ADSL2+ 
Bandwidth (Down/Up - kbit/s) : 15455/797 
Uptime (days hh:mm:ss) : 0 days, 0:01:11

and then

exit

[[File:Speedtouch v6 dsl2.png]]

==External links==
*[http://npr.me.uk/telnet.html Website documenting important telnet commands]

[[Category:DSL]]

SpeedTouch 516 and 585 on ADSL2+

2015-08-03T21:22:13Z

Xx175: /* Configuring the 516 or 585v7 modem for ADSL2+ */

In 2009 Bell's infrastructure did not support ADSL2+, while the modems NCF sold then, the Thompson SpeedTouch 516 and 585s, did. Because the modems defaulted to ADSL2+ and not the ADSL1 then in use on Bell's networks the modems would not connect. To fix this problem a number of modems shipped at that time were configured by NCF to force them into ADSL1 mode, which solved the problem. Now that Bell's infrastructure requires ADSL2+ for 15 Mb/s service these modems that were configured that way will not work with 15 Mb/s service unless reconfigured.

The configuration cannot be fixed by doing a factory reset, instead it must be done by [https://en.wikipedia.org/wiki/Telnet Telnet] into the modem and changing it via command line. Fortunately this is easy to do.

==Accessing Telnet==
===Linux and Mac===
On Linux operating systems you can access telnet by opening a terminal and typing in "telnet 192.168.1.254" at the prompt.

===Windows===
On Windows XP and Vista operating systems telnet can be accessed by opening "run" and the "cmd" command and entering telnet.

In Windows 7 and 8 you can bring up the command line by entering "cmd" in the search bar.

In any version of Windows you can also run telnet by installing and using the [http://www.chiark.greenend.org.uk/~sgtatham/putty/ PuTTY] free software application.

==Configuring the 516 or 585 v7 modem for ADSL2+==
The commands are:

telnet 192.168.1.254
User: admin/Administrator 
Pass: <your dsl password> 

xdsl debug multimode config=t1.413issue2+g992.1_annex_a+g992.3_annex_a+g992.3_annex_l+g992.3_annex_m+g992.5_annex_a+g992.5_annex_m

saveall

That "xdsl..." is a single command, so in copy and pasting be careful to copy the entire line without any carriage returns, which would compromise the command.

[[File:Thompson dsl2 fix.png]]

==Configuring the 585v6 modem for ADSL2+==
The commands are:

telnet 192.168.1.254
User: admin/Administrator 
Pass: <your dsl password> 

adsl config xdsltype = adsl2+

ADSL configuration:

detect-lop = enabled 
syslog = disabled 

and then to confirm:

adsl info

which should return a result similar to:

Modemstate : Up 
xDSL Type : ADSL2+ 
Bandwidth (Down/Up - kbit/s) : 15455/797 
Uptime (days hh:mm:ss) : 0 days, 0:01:11

and then

exit

[[File:Speedtouch v6 dsl2.png]]

==External links==
*[http://npr.me.uk/telnet.html Website documenting important telnet commands]

[[Category:DSL]]

SpeedTouch 516 and 585 on ADSL2+

2015-08-03T21:21:04Z

Xx175:

In 2009 Bell's infrastructure did not support ADSL2+, while the modems NCF sold then, the Thompson SpeedTouch 516 and 585s, did. Because the modems defaulted to ADSL2+ and not the ADSL1 then in use on Bell's networks the modems would not connect. To fix this problem a number of modems shipped at that time were configured by NCF to force them into ADSL1 mode, which solved the problem. Now that Bell's infrastructure requires ADSL2+ for 15 Mb/s service these modems that were configured that way will not work with 15 Mb/s service unless reconfigured.

The configuration cannot be fixed by doing a factory reset, instead it must be done by [https://en.wikipedia.org/wiki/Telnet Telnet] into the modem and changing it via command line. Fortunately this is easy to do.

==Accessing Telnet==
===Linux and Mac===
On Linux operating systems you can access telnet by opening a terminal and typing in "telnet 192.168.1.254" at the prompt.

===Windows===
On Windows XP and Vista operating systems telnet can be accessed by opening "run" and the "cmd" command and entering telnet.

In Windows 7 and 8 you can bring up the command line by entering "cmd" in the search bar.

In any version of Windows you can also run telnet by installing and using the [http://www.chiark.greenend.org.uk/~sgtatham/putty/ PuTTY] free software application.

==Configuring the 516 or 585v7 modem for ADSL2+==
The commands are:

telnet 192.168.1.254
User: admin/Administrator 
Pass: <your dsl password> 

xdsl debug multimode config=t1.413issue2+g992.1_annex_a+g992.3_annex_a+g992.3_annex_l+g992.3_annex_m+g992.5_annex_a+g992.5_annex_m

saveall

That "xdsl..." is a single command, so in copy and pasting be careful to copy the entire line without any carriage returns, which would compromise the command.

[[File:Thompson dsl2 fix.png]]

==Configuring the 585v6 modem for ADSL2+==
The commands are:

telnet 192.168.1.254
User: admin/Administrator 
Pass: <your dsl password> 

adsl config xdsltype = adsl2+

ADSL configuration:

detect-lop = enabled 
syslog = disabled 

and then to confirm:

adsl info

which should return a result similar to:

Modemstate : Up 
xDSL Type : ADSL2+ 
Bandwidth (Down/Up - kbit/s) : 15455/797 
Uptime (days hh:mm:ss) : 0 days, 0:01:11

and then

exit

[[File:Speedtouch v6 dsl2.png]]

==External links==
*[http://npr.me.uk/telnet.html Website documenting important telnet commands]

[[Category:DSL]]

Modem Configuration

2015-08-03T20:57:18Z

Xx175:

What to expect with DSL

2015-06-19T22:12:16Z

Xx175: /* Before the Activation Date */

This article tells you what to expect when you sign up for DSL service at NCF.

==Activation==
===Upon signing up===
Within three business days of signing up for DSL, you should receive an email listing the expected '''activation date''' of your DSL service (the date Bell says they will be able to start DSL service on your line).

Typically it takes five business days for DSL service to be activated on your line by Bell.

If you made a request in your comments while placing your DSL order and have not received a response from the NCF office after three business days, perhaps it got lost. If so then please accept our apologies. You may need to re-send your comment. See [[What to expect (DSL)#How to contact the NCF office|How to contact the NCF office]] below.

If you ordered a modem from NCF to be picked up by you at the NCF office, we will phone you when it is ready for pick-up. Do not drop by the office early, as it may not be ready to go yet.

===Before the Activation Date===
If you signed up for Dry DSL, Bell recommends that someone be home between 8am-5pm on the activation date. If that is not possible, contact NCF by email or by phone as soon as you get your activation date to arrange a better date. Dry DSL activations happen only on weekdays, always between 8 am and 5 pm.

It helps the installation technician test the line if you install filters on all your phones before the DSL signal is applied to the phone line. If you need line filters, drop by the NCF office to purchase them.

===On the Activation Date===
For regular (not dry) DSL, activation is done from the Bell central office, with no need for anyone to visit your location. Activation typically occurs from 8 am to 12 am (noon).

For Dry DSL, Bell recommends that someone be home between 8 am and 5 pm on the activation date. If that is not possible, contact NCF by email or by phone as soon as you get your activation date to arrange a better date. Dry DSL activations happen only on weekdays, always between 8 am and 5 pm.

If all goes well, on the day after your Activation Date, your modem should see a DSL signal.

===After the Activation Date===
If after the activation date your DSL modem cannot see the DSL signal (see [[About DSL modem lights]]), please check the following:
* Check that the phone line is fully plugged in (clicks when plugged into the modem and into the wall).
* Turn your modem off and then turn it back on (to be sure it is looking for the DSL signal).
* If you still do not have a signal, try taking your modem to different working jacks at your location. Finally, if you can, try to plug in the modem at the demarcation point (where the telephone wires come into the house). Note: Some demarcation points do not have an actual phone jack where you can test your modem. Also, perhaps you are not sure where the demarcation point is. On most homes the demarcation point is located in teh basement or near the main electrical circuit breaker panel.
*Having checked different jacks in the house, please contact NCF and we will ask Bell to check your line.

== How to contact the NCF office ==
The best way to contact the NCF office is to log into the NCF StartPage (using your NCF account ID, which is two letter followed by three numbers, eg., ab123) at:

*[http://start.ncf.ca start.ncf.ca]

and click on ''Your NCF account'' at the bottom-left of the page. Or just go directly to:

*[http://www.ncf.ca/ncf/support/officeMsgMgr.jsp Your office messages page]

Using this Office Message system ensures that your message will reach the office (you can track it, from Office Messages on your StartPage). Otherwise, you can try reaching the office by phone, at (613) 721-1773.

[[Category:DSL]]

What to expect with DSL

2015-06-19T22:11:32Z

Xx175: /* On the Activation Date */

This article tells you what to expect when you sign up for DSL service at NCF.

==Activation==
===Upon signing up===
Within three business days of signing up for DSL, you should receive an email listing the expected '''activation date''' of your DSL service (the date Bell says they will be able to start DSL service on your line).

Typically it takes five business days for DSL service to be activated on your line by Bell.

If you made a request in your comments while placing your DSL order and have not received a response from the NCF office after three business days, perhaps it got lost. If so then please accept our apologies. You may need to re-send your comment. See [[What to expect (DSL)#How to contact the NCF office|How to contact the NCF office]] below.

If you ordered a modem from NCF to be picked up by you at the NCF office, we will phone you when it is ready for pick-up. Do not drop by the office early, as it may not be ready to go yet.

===Before the Activation Date===
If you signed up for Dry DSL, Bell recommends that someone be home between 8am-5pm on the activation date. If that is not possible, contact NCF by email or by phone as soon as you get your activation date to arrange a better date. Dry DSL activations happen only on weekdays, always between 8am-5pm.

It helps the installation technician test the line if you install filters on all your phones before the DSL signal is applied to the phone line. If you need line filters, drop by the NCF office to purchase them.

===On the Activation Date===
For regular (not dry) DSL, activation is done from the Bell central office, with no need for anyone to visit your location. Activation typically occurs from 8 am to 12 am (noon).

For Dry DSL, Bell recommends that someone be home between 8 am and 5 pm on the activation date. If that is not possible, contact NCF by email or by phone as soon as you get your activation date to arrange a better date. Dry DSL activations happen only on weekdays, always between 8 am and 5 pm.

If all goes well, on the day after your Activation Date, your modem should see a DSL signal.

===After the Activation Date===
If after the activation date your DSL modem cannot see the DSL signal (see [[About DSL modem lights]]), please check the following:
* Check that the phone line is fully plugged in (clicks when plugged into the modem and into the wall).
* Turn your modem off and then turn it back on (to be sure it is looking for the DSL signal).
* If you still do not have a signal, try taking your modem to different working jacks at your location. Finally, if you can, try to plug in the modem at the demarcation point (where the telephone wires come into the house). Note: Some demarcation points do not have an actual phone jack where you can test your modem. Also, perhaps you are not sure where the demarcation point is. On most homes the demarcation point is located in teh basement or near the main electrical circuit breaker panel.
*Having checked different jacks in the house, please contact NCF and we will ask Bell to check your line.

== How to contact the NCF office ==
The best way to contact the NCF office is to log into the NCF StartPage (using your NCF account ID, which is two letter followed by three numbers, eg., ab123) at:

*[http://start.ncf.ca start.ncf.ca]

and click on ''Your NCF account'' at the bottom-left of the page. Or just go directly to:

*[http://www.ncf.ca/ncf/support/officeMsgMgr.jsp Your office messages page]

Using this Office Message system ensures that your message will reach the office (you can track it, from Office Messages on your StartPage). Otherwise, you can try reaching the office by phone, at (613) 721-1773.

[[Category:DSL]]

VOIP

2015-06-19T22:08:09Z

Xx175:

VoIP means [https://en.wikipedia.org/wiki/Voice_over_IP Voice Over Internet Protocol], where your telephone service is provided via the internet.

==Using VoIP with a TP-Link modem==
If you are using VoIP with a TP-Link TD-8816, TD-8817, TD-8840T, TD-8841T, TD-W8101G or TD-W8901G modem you may experience problems such as voice being received but not transmitted after a connection is established. This may be addressed with a command line setting change in the modem to enable this via [http://en.wikipedia.org/wiki/Telnet telnet] to 192.168.1.1.

ip nat service sip sw off

If the command is successful the following line will be returned:

nat sip v2 switch off

Note that this configuration change cannot be saved and so when the modem is rebooted or powered off, the command will have to be re-run.

==Accessing Telnet==
===Linux and Mac===
[[File:Telnet from command line.jpg|right|thumb|390px|Signing into telnet and entering the command on Ubuntu Linux]]
On Linux operating systems you can access telnet by opening a terminal and typing in "telnet 192.168.1.1" at the prompt.

===Windows===
On Windows XP and Vista operating systems telnet can be accessed by opening "run" and the "cmd" command and entering telnet.

In Windows 7 and 8 you can bring up the command line by entering "cmd" in the search bar.

In any version of Windows you can also run telnet by installing and using the [http://www.chiark.greenend.org.uk/~sgtatham/putty/ PuTTY] free software application.

For complete Windows instructions see [http://www.tp-link.com/en/article/?faqid=343 this TP-Link page].

[[Category:DSL]]

Troubleshooting

2015-04-04T22:25:23Z

Xx175: /* Instructions to change the Internet logon values */

This page provides some troubleshooting tips and advice if your DSL service stops working.

== If it was working and now is not ==
If your service was working and is not working now, and you have not changed anything, chances are that the problem is a network outage. The best thing to do is wait to see if the problem resolves itself. Generally network problems will be solved within an hour. To check network status, go to http://www.bell.ca/Bell_Internet#

If you know another NCF DSL member you can ask them if their service is working.

Sometimes your modem may not notice that the network is back up. Try power-cycling your modem to force it to look for the network on restart.

== Start-up problems and chronic problems ==
If your service is chronically sub-optimal, below are some possible problems and possible solutions.

=== Background information about DSL ===
The low-frequency end of your phone line is reserved for voice signals. DSL works by using higher frequencies. Line filters keep the DSL signals from affecting non-DSL devices and also keep those devices from interfering with the DSL portion of the spectrum.

When your modem detects the DSL signal, it tries to synchronize with it (get ''in sync''). If it can do this, the modem is said to be ''in sync'' and the DSL/Broadband light will be green.

When a DSL signal is detected, the modem assesses the power spectrum of the line and decides how much bandwidth is available. If the line quality is poor, the modem will operate at lower speeds to reduce the number of errors. For best performance, good line quality is essential.

DSL signals weaken with distance, so DSL works best when your location is close to Bell equipment (DSLAM). Bell invests in DSLAM equipment in an area depending on many factors. If they have not yet installed a DSLAM near your location, they may not be able to offer as high bandwidth as in other locations, even ones nearby.

If performance (e.g., [[Speed test (DSL)|speed tests]]) on your line is significantly worse from that of your neighbours, chances are good that something is non-optimal at your location or on your line.

If you get expected speeds in the morning and late at night, but experience slower speeds in the evenings and on weekends then the likely culprit is network congestion. NCF has investigated the problem and found that there was network congestion between the NCF network and the Bell Network at the aggregation point. We implemented a solution and we will continue to monitor it and make further adjustments as necessary.

See also:
*[[DSL speed]]
*[[Stages of DSL connection-making]] (learn how it should go)
*[[About DSL modem lights]] (what the lights can tell you)

=== General strategies for DSL problem-solving ===
* [[About DSL modem lights|Check the lights on your modem]] - the lights can tell you a lot of useful information.
* [[Modem Installation (DSL)|Check your installation]]. Are your wires connected and plugs seated securely?
* Check the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL help discussion group] to see how other members have solved the problem, or post a description of your problem so that other members can help. This is often faster than asking the NCF office because NCF members are often able to answer around the clock! Besides, one of NCF's founding motivations was to provide a means for people to help people.
* Check the internet for information using a search engine. There are lots of web pages on diagnosing and treating DSL problems.
* If you are pretty sure it is a problem with your phone line, please send a message to the NCF office (using the Office Message button on the [http://help.ncf.ca Help page]). Or if you hear static and noise on your voice calls (assuming you have voice service from Bell on the same line as your DSL), you can have Bell address that by dialing 611, it will help your DSL quality too.
* NCF is not-for-profit association owned by its members (including you), and the level of office support versus DSL price is something members decide as a group. In general, NCF members prefer to solve problems themselves or with the help of other members rather than pay more. (see [http://help.ncf.ca Help page])
* Bell offers a for-fee service for "line care", which costs about $100 for a year of coverage. Bell will investigate all problems inside or outside your location relating to DSL and voice for a year. This could be attractive for people with marginal DSL service, especially for the initial first year to get DSL working at your location.

===Testing at the demarcation point===
Before opening a ticket with Bell and possibly incurring a fee, you will want to make sure the problem is not with your inside house wiring. You can do this by plugging your DSL modem directly into the [https://en.wikipedia.org/wiki/Network_interface_device Network interface device box] or [https://en.wikipedia.org/wiki/Demarcation_point demarcation point], which bypasses your wiring and connects you directly to Bell's lines.

If the problem is solved, the issue is with your inside wiring and you will want to hire a licensed contractor to look into it for you.

If the problem persists, it is likely the issue is with Bell's wires leading into your home. You may wish to ask the NCF office to open a ticket with Bell, who will send a technician to make a service call.

<gallery>
File:Demarcation point.JPG|Demarcation point in a house built in 2000.
File:Demarcation point 02.JPG|Demarcation point in an older home
File:Demarcation point 03.JPG|Another style of demarcation point
</gallery>

===If you do not have DSL connection (no DSL or internet modem lights), your connection is intermittent or you experience low speed===
Here are some possible causes:

*DSL modem is connected to the phone line via a line filter
**Solution: The DSL modem must be ''directly'' connected to the phone line, without a line filter, remove any filter.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

*Modem not connected to working phone jack or to a line with DSL service
**Solution: If you have multiple phone lines at your location, be sure the modem is connected to the line with DSL service. If the line also has voice service (i.e., is not 'dry DSL'), there should be dial-tone if you plug in a phone at that jack.

*Telephone(s) or other devices not filtered on the same phone line
**Solution: All devices (other than the DSL modem itself) must be connected via a line filter (otherwise they may interfere with the DSL signal). Install filters or disconnect the other devices from the phone line.

*Outside line issues: Noise on your phone line. If you hear cracks, static, etc on your phone line, this can interfere with your DSL signal too
**Solution: Call 611 to report the problem to Bell. Tell them about the voice quality on your line being poor due to cracks, pops & static sounds. Probably best not to mention DSL, just focus on voice quality issues.

*Defective filter(s). If the DSL modem works well with all other devices temporarily unplugged from your line, maybe one of those devices has a defective filter
**Solution: Try to figure out which filter is defective by plugging the devices in one at a time. If one is found to be defective, replace it.

*Faulty inside wiring / phone jack(s). If your problems appear after adding a new phone or other device, or changing the wiring in your house, those changes are likely the cause of problems
**Solution: Repair your inside wiring. If unsuccessful, Bell offers a charge-by-the-hour service to find problems within your residence, call 611 to arrange for assistance.

*Distance from DSL service exceeds maximum distance. If you've never been able to obtain sync, maybe your location is too far from the nearest Bell service point
**Solution: NCF can work with Bell to assess this. Contact NCF via the [http://help.ncf.ca Help page].

*Electrical interference from AM radio, halogen lights, audio speakers, power supplies
**Solution: Locate the modem away from sources of electrical interference. Use shielded twisted pair cabling from the modem to the wall jack.

*Apartment intercom interference
**Some older-style apartment door intercoms actually cut into the phone line system and can interfere with DSL signals, causing a loss of connectivity. Many are being replaced by more modern systems that act as telephones and dial your home or cell phone number and won't interfere with DSL. If you determine this is the problem try discussing this with your landlord.

*Using low-quality phone wire between the phone jack and modem
**Solution: It is best to use just the phone line that was provide by the modem. If you need an extension to reach a jack, be sure it is high quality. Instead, consider using a longer ethernet cable to reach the computer (or use wireless instead).

*Modem overheating.
**Solution: Ensure the ventilation ports, usually located on the bottom of the modem are clear. Try mounting the modem on its side (vertically), on a hard surface or raised up on blocks so that airflow is optimal. If it was operating at a normal temperature and is now overheating it is likely about to fail and requires replacing.

*Spider webs
**Solution: Check that your telephone junction boxes are free of spider webs (they can conduct and interfere with short range, high frequency signals, says a local engineer who worked on early DSL-like hardware development).

*Wet weather, especially in the spring
**Solution: Often wet weather, especially during the spring melt, causes phone line performance to degrade (water gets in and temporarily changes the electrical characteristics of the line). Lines are supposed to be waterproof, but with age that can degrade. Such problems often 'dry up' as conditions improve.

*Failing modem
**Solution: Modems rarely just quit dead, many models seem to have failure modes where they keep working, but don't provide a good stable connection. You can borrow a "loaner modem" from the NCF office (deposit required). The staff will set it up with your account information and [[password]] so that you can just take it home and plug it in. If this solves problem then chances are that the problem is that your own modem is failing. If this '''does not''' solve the problem then it will rule out your modem as the cause of the issue.

===That didn't work, now what? ===
Nothing works? Try:
#Searching the internet for ideas
#Posting to the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group]
#If all those fail, try describing your problem to the NCF office via the Office Message system on the [http://help.ncf.ca Help page].

==Sagemcom modem: you're getting a "Welcome to Bell" page==
[[File:Sagemcom 2864 external view.JPG|thumb|right|300px|The Sagemcom 2864 high speed DSL modem]]
===The Symptom===
If this occurs, members see a Bell splash page when they enter their browser. The page requests a login (with Bell credentials) which our members can't complete.

No other modem configuration details are disturbed other than the Internet login.

===The Cause===
The root cause is not known, but may involve some type of reset signal on the DSL line.

===The Fix===
The correct credentials need to be put back into the modem. Those credentials are: 
User: xxx99@ncf.ca 
Password: ncf.... (typically, a 12 alpha-numeric characters string)

That can be done in at least 3 ways:
# on your own – the instructions for this are given below
# NCF staff can walk you through the process over the phone
# you can bring the modem into the office and we'll deal with it 

===Instructions to change the Internet logon values===
Here are the instructions to recover full Internet access from the Sagemcom modem:

# connect an Ethernet cable between a PC and the modem
# Start up a browser on the PC
# In the address bar, type '192.168.2.1' (without the quotation marks), press Enter
## you should see a login window
# for the user, type: 'admin' (without the quotation marks), and for the password type: <your 12 character NCF DSL password: ncf...>
## you should now see a window labeled 'Connection Hub'
# In the menu on the Left Hand side of the window, click on the 'Internet' field
## you should now see a window with a userid and password fields – the userid will show 'sc.......'
# in the user field, enter your NCF ID followed by '@ncf.ca' (e.g., aa000@ncf.ca)
# in the password field, enter your NCF DSL password (your 12 character NCF DSL password: ncf...)
# click the 'Save' button at the bottom of the window
# when you see the 'Settings Saved' message, the Internet light (the one with the @ sign) should start to blink red and then turn blue - this may take some time.

Access should be restored and your work is done.

It's possible that a power cycle may be required to get the modem to recognize the configuration change so if a "Save" doesn't restore your Internet, try that.

==See also==
*[http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group] Draw on the expertise of fellow NCF members
*[[DSL speed]]
*[[Speed test (DSL)]] How to do a speed test of your DSL service
*[[Line stats (DSL)]] How to obtain and interpret line stats from your DSL modem
*[[SpeedTouch 516 and 585 on ADSL2+]]
*[[Computer Help]]

[[Category: DSL]]

Troubleshooting

2015-04-04T22:16:27Z

Xx175: /* The Fix */

This page provides some troubleshooting tips and advice if your DSL service stops working.

== If it was working and now is not ==
If your service was working and is not working now, and you have not changed anything, chances are that the problem is a network outage. The best thing to do is wait to see if the problem resolves itself. Generally network problems will be solved within an hour. To check network status, go to http://www.bell.ca/Bell_Internet#

If you know another NCF DSL member you can ask them if their service is working.

Sometimes your modem may not notice that the network is back up. Try power-cycling your modem to force it to look for the network on restart.

== Start-up problems and chronic problems ==
If your service is chronically sub-optimal, below are some possible problems and possible solutions.

=== Background information about DSL ===
The low-frequency end of your phone line is reserved for voice signals. DSL works by using higher frequencies. Line filters keep the DSL signals from affecting non-DSL devices and also keep those devices from interfering with the DSL portion of the spectrum.

When your modem detects the DSL signal, it tries to synchronize with it (get ''in sync''). If it can do this, the modem is said to be ''in sync'' and the DSL/Broadband light will be green.

When a DSL signal is detected, the modem assesses the power spectrum of the line and decides how much bandwidth is available. If the line quality is poor, the modem will operate at lower speeds to reduce the number of errors. For best performance, good line quality is essential.

DSL signals weaken with distance, so DSL works best when your location is close to Bell equipment (DSLAM). Bell invests in DSLAM equipment in an area depending on many factors. If they have not yet installed a DSLAM near your location, they may not be able to offer as high bandwidth as in other locations, even ones nearby.

If performance (e.g., [[Speed test (DSL)|speed tests]]) on your line is significantly worse from that of your neighbours, chances are good that something is non-optimal at your location or on your line.

If you get expected speeds in the morning and late at night, but experience slower speeds in the evenings and on weekends then the likely culprit is network congestion. NCF has investigated the problem and found that there was network congestion between the NCF network and the Bell Network at the aggregation point. We implemented a solution and we will continue to monitor it and make further adjustments as necessary.

See also:
*[[DSL speed]]
*[[Stages of DSL connection-making]] (learn how it should go)
*[[About DSL modem lights]] (what the lights can tell you)

=== General strategies for DSL problem-solving ===
* [[About DSL modem lights|Check the lights on your modem]] - the lights can tell you a lot of useful information.
* [[Modem Installation (DSL)|Check your installation]]. Are your wires connected and plugs seated securely?
* Check the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL help discussion group] to see how other members have solved the problem, or post a description of your problem so that other members can help. This is often faster than asking the NCF office because NCF members are often able to answer around the clock! Besides, one of NCF's founding motivations was to provide a means for people to help people.
* Check the internet for information using a search engine. There are lots of web pages on diagnosing and treating DSL problems.
* If you are pretty sure it is a problem with your phone line, please send a message to the NCF office (using the Office Message button on the [http://help.ncf.ca Help page]). Or if you hear static and noise on your voice calls (assuming you have voice service from Bell on the same line as your DSL), you can have Bell address that by dialing 611, it will help your DSL quality too.
* NCF is not-for-profit association owned by its members (including you), and the level of office support versus DSL price is something members decide as a group. In general, NCF members prefer to solve problems themselves or with the help of other members rather than pay more. (see [http://help.ncf.ca Help page])
* Bell offers a for-fee service for "line care", which costs about $100 for a year of coverage. Bell will investigate all problems inside or outside your location relating to DSL and voice for a year. This could be attractive for people with marginal DSL service, especially for the initial first year to get DSL working at your location.

===Testing at the demarcation point===
Before opening a ticket with Bell and possibly incurring a fee, you will want to make sure the problem is not with your inside house wiring. You can do this by plugging your DSL modem directly into the [https://en.wikipedia.org/wiki/Network_interface_device Network interface device box] or [https://en.wikipedia.org/wiki/Demarcation_point demarcation point], which bypasses your wiring and connects you directly to Bell's lines.

If the problem is solved, the issue is with your inside wiring and you will want to hire a licensed contractor to look into it for you.

If the problem persists, it is likely the issue is with Bell's wires leading into your home. You may wish to ask the NCF office to open a ticket with Bell, who will send a technician to make a service call.

<gallery>
File:Demarcation point.JPG|Demarcation point in a house built in 2000.
File:Demarcation point 02.JPG|Demarcation point in an older home
File:Demarcation point 03.JPG|Another style of demarcation point
</gallery>

===If you do not have DSL connection (no DSL or internet modem lights), your connection is intermittent or you experience low speed===
Here are some possible causes:

*DSL modem is connected to the phone line via a line filter
**Solution: The DSL modem must be ''directly'' connected to the phone line, without a line filter, remove any filter.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

*Modem not connected to working phone jack or to a line with DSL service
**Solution: If you have multiple phone lines at your location, be sure the modem is connected to the line with DSL service. If the line also has voice service (i.e., is not 'dry DSL'), there should be dial-tone if you plug in a phone at that jack.

*Telephone(s) or other devices not filtered on the same phone line
**Solution: All devices (other than the DSL modem itself) must be connected via a line filter (otherwise they may interfere with the DSL signal). Install filters or disconnect the other devices from the phone line.

*Outside line issues: Noise on your phone line. If you hear cracks, static, etc on your phone line, this can interfere with your DSL signal too
**Solution: Call 611 to report the problem to Bell. Tell them about the voice quality on your line being poor due to cracks, pops & static sounds. Probably best not to mention DSL, just focus on voice quality issues.

*Defective filter(s). If the DSL modem works well with all other devices temporarily unplugged from your line, maybe one of those devices has a defective filter
**Solution: Try to figure out which filter is defective by plugging the devices in one at a time. If one is found to be defective, replace it.

*Faulty inside wiring / phone jack(s). If your problems appear after adding a new phone or other device, or changing the wiring in your house, those changes are likely the cause of problems
**Solution: Repair your inside wiring. If unsuccessful, Bell offers a charge-by-the-hour service to find problems within your residence, call 611 to arrange for assistance.

*Distance from DSL service exceeds maximum distance. If you've never been able to obtain sync, maybe your location is too far from the nearest Bell service point
**Solution: NCF can work with Bell to assess this. Contact NCF via the [http://help.ncf.ca Help page].

*Electrical interference from AM radio, halogen lights, audio speakers, power supplies
**Solution: Locate the modem away from sources of electrical interference. Use shielded twisted pair cabling from the modem to the wall jack.

*Apartment intercom interference
**Some older-style apartment door intercoms actually cut into the phone line system and can interfere with DSL signals, causing a loss of connectivity. Many are being replaced by more modern systems that act as telephones and dial your home or cell phone number and won't interfere with DSL. If you determine this is the problem try discussing this with your landlord.

*Using low-quality phone wire between the phone jack and modem
**Solution: It is best to use just the phone line that was provide by the modem. If you need an extension to reach a jack, be sure it is high quality. Instead, consider using a longer ethernet cable to reach the computer (or use wireless instead).

*Modem overheating.
**Solution: Ensure the ventilation ports, usually located on the bottom of the modem are clear. Try mounting the modem on its side (vertically), on a hard surface or raised up on blocks so that airflow is optimal. If it was operating at a normal temperature and is now overheating it is likely about to fail and requires replacing.

*Spider webs
**Solution: Check that your telephone junction boxes are free of spider webs (they can conduct and interfere with short range, high frequency signals, says a local engineer who worked on early DSL-like hardware development).

*Wet weather, especially in the spring
**Solution: Often wet weather, especially during the spring melt, causes phone line performance to degrade (water gets in and temporarily changes the electrical characteristics of the line). Lines are supposed to be waterproof, but with age that can degrade. Such problems often 'dry up' as conditions improve.

*Failing modem
**Solution: Modems rarely just quit dead, many models seem to have failure modes where they keep working, but don't provide a good stable connection. You can borrow a "loaner modem" from the NCF office (deposit required). The staff will set it up with your account information and [[password]] so that you can just take it home and plug it in. If this solves problem then chances are that the problem is that your own modem is failing. If this '''does not''' solve the problem then it will rule out your modem as the cause of the issue.

===That didn't work, now what? ===
Nothing works? Try:
#Searching the internet for ideas
#Posting to the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group]
#If all those fail, try describing your problem to the NCF office via the Office Message system on the [http://help.ncf.ca Help page].

==Sagemcom modem: you're getting a "Welcome to Bell" page==
[[File:Sagemcom 2864 external view.JPG|thumb|right|300px|The Sagemcom 2864 high speed DSL modem]]
===The Symptom===
If this occurs, members see a Bell splash page when they enter their browser. The page requests a login (with Bell credentials) which our members can't complete.

No other modem configuration details are disturbed other than the Internet login.

===The Cause===
The root cause is not known, but may involve some type of reset signal on the DSL line.

===The Fix===
The correct credentials need to be put back into the modem. Those credentials are: 
User: xxx99@ncf.ca 
Password: ncf.... (typically, a 12 alpha-numeric characters string)

That can be done in at least 3 ways:
# on your own – the instructions for this are given below
# NCF staff can walk you through the process over the phone
# you can bring the modem into the office and we'll deal with it 

===Instructions to change the Internet logon values===
Here are the instructions to recover full Internet access from the Sagemcom modem:

# connect a PC directly to the modem with an Ethernet cable
# Start up your favourite browser on the PC
# In the address bar, type 192.168.2.1 and hit enter
## you should see a login prompt
# at the prompt, user= 'admin', password=<your 12 character NCF DSL password>
## you should now see a 'Connection Hub' screen
# In the menu on the LH side of the page, click on 'Internet'
## you should now see a screen with a userid and password field – the userid will be 'sc.......'
# in the user field, enter your NCF id followed by '@ncf.ca' eg. aa000@ncf.ca
# in the password field, enter your NCF DSL password (12 chars)
# click the 'Save' button at the bottom of the page
# when you see the 'Settings Saved' message, the Internet light (the one with the @ sign) should begin to blink red and turn blue.

Access should be restored and your work done.

It's possible that a power cycle may be required to get the modem to recognize the configuration change so if a "Save" doesn't restore your Internet, try that.

==See also==
*[http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group] Draw on the expertise of fellow NCF members
*[[DSL speed]]
*[[Speed test (DSL)]] How to do a speed test of your DSL service
*[[Line stats (DSL)]] How to obtain and interpret line stats from your DSL modem
*[[SpeedTouch 516 and 585 on ADSL2+]]
*[[Computer Help]]

[[Category: DSL]]

Troubleshooting

2015-04-04T22:13:49Z

Xx175: /* The Fix */

This page provides some troubleshooting tips and advice if your DSL service stops working.

== If it was working and now is not ==
If your service was working and is not working now, and you have not changed anything, chances are that the problem is a network outage. The best thing to do is wait to see if the problem resolves itself. Generally network problems will be solved within an hour. To check network status, go to http://www.bell.ca/Bell_Internet#

If you know another NCF DSL member you can ask them if their service is working.

Sometimes your modem may not notice that the network is back up. Try power-cycling your modem to force it to look for the network on restart.

== Start-up problems and chronic problems ==
If your service is chronically sub-optimal, below are some possible problems and possible solutions.

=== Background information about DSL ===
The low-frequency end of your phone line is reserved for voice signals. DSL works by using higher frequencies. Line filters keep the DSL signals from affecting non-DSL devices and also keep those devices from interfering with the DSL portion of the spectrum.

When your modem detects the DSL signal, it tries to synchronize with it (get ''in sync''). If it can do this, the modem is said to be ''in sync'' and the DSL/Broadband light will be green.

When a DSL signal is detected, the modem assesses the power spectrum of the line and decides how much bandwidth is available. If the line quality is poor, the modem will operate at lower speeds to reduce the number of errors. For best performance, good line quality is essential.

DSL signals weaken with distance, so DSL works best when your location is close to Bell equipment (DSLAM). Bell invests in DSLAM equipment in an area depending on many factors. If they have not yet installed a DSLAM near your location, they may not be able to offer as high bandwidth as in other locations, even ones nearby.

If performance (e.g., [[Speed test (DSL)|speed tests]]) on your line is significantly worse from that of your neighbours, chances are good that something is non-optimal at your location or on your line.

If you get expected speeds in the morning and late at night, but experience slower speeds in the evenings and on weekends then the likely culprit is network congestion. NCF has investigated the problem and found that there was network congestion between the NCF network and the Bell Network at the aggregation point. We implemented a solution and we will continue to monitor it and make further adjustments as necessary.

See also:
*[[DSL speed]]
*[[Stages of DSL connection-making]] (learn how it should go)
*[[About DSL modem lights]] (what the lights can tell you)

=== General strategies for DSL problem-solving ===
* [[About DSL modem lights|Check the lights on your modem]] - the lights can tell you a lot of useful information.
* [[Modem Installation (DSL)|Check your installation]]. Are your wires connected and plugs seated securely?
* Check the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL help discussion group] to see how other members have solved the problem, or post a description of your problem so that other members can help. This is often faster than asking the NCF office because NCF members are often able to answer around the clock! Besides, one of NCF's founding motivations was to provide a means for people to help people.
* Check the internet for information using a search engine. There are lots of web pages on diagnosing and treating DSL problems.
* If you are pretty sure it is a problem with your phone line, please send a message to the NCF office (using the Office Message button on the [http://help.ncf.ca Help page]). Or if you hear static and noise on your voice calls (assuming you have voice service from Bell on the same line as your DSL), you can have Bell address that by dialing 611, it will help your DSL quality too.
* NCF is not-for-profit association owned by its members (including you), and the level of office support versus DSL price is something members decide as a group. In general, NCF members prefer to solve problems themselves or with the help of other members rather than pay more. (see [http://help.ncf.ca Help page])
* Bell offers a for-fee service for "line care", which costs about $100 for a year of coverage. Bell will investigate all problems inside or outside your location relating to DSL and voice for a year. This could be attractive for people with marginal DSL service, especially for the initial first year to get DSL working at your location.

===Testing at the demarcation point===
Before opening a ticket with Bell and possibly incurring a fee, you will want to make sure the problem is not with your inside house wiring. You can do this by plugging your DSL modem directly into the [https://en.wikipedia.org/wiki/Network_interface_device Network interface device box] or [https://en.wikipedia.org/wiki/Demarcation_point demarcation point], which bypasses your wiring and connects you directly to Bell's lines.

If the problem is solved, the issue is with your inside wiring and you will want to hire a licensed contractor to look into it for you.

If the problem persists, it is likely the issue is with Bell's wires leading into your home. You may wish to ask the NCF office to open a ticket with Bell, who will send a technician to make a service call.

<gallery>
File:Demarcation point.JPG|Demarcation point in a house built in 2000.
File:Demarcation point 02.JPG|Demarcation point in an older home
File:Demarcation point 03.JPG|Another style of demarcation point
</gallery>

===If you do not have DSL connection (no DSL or internet modem lights), your connection is intermittent or you experience low speed===
Here are some possible causes:

*DSL modem is connected to the phone line via a line filter
**Solution: The DSL modem must be ''directly'' connected to the phone line, without a line filter, remove any filter.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

*Modem not connected to working phone jack or to a line with DSL service
**Solution: If you have multiple phone lines at your location, be sure the modem is connected to the line with DSL service. If the line also has voice service (i.e., is not 'dry DSL'), there should be dial-tone if you plug in a phone at that jack.

*Telephone(s) or other devices not filtered on the same phone line
**Solution: All devices (other than the DSL modem itself) must be connected via a line filter (otherwise they may interfere with the DSL signal). Install filters or disconnect the other devices from the phone line.

*Outside line issues: Noise on your phone line. If you hear cracks, static, etc on your phone line, this can interfere with your DSL signal too
**Solution: Call 611 to report the problem to Bell. Tell them about the voice quality on your line being poor due to cracks, pops & static sounds. Probably best not to mention DSL, just focus on voice quality issues.

*Defective filter(s). If the DSL modem works well with all other devices temporarily unplugged from your line, maybe one of those devices has a defective filter
**Solution: Try to figure out which filter is defective by plugging the devices in one at a time. If one is found to be defective, replace it.

*Faulty inside wiring / phone jack(s). If your problems appear after adding a new phone or other device, or changing the wiring in your house, those changes are likely the cause of problems
**Solution: Repair your inside wiring. If unsuccessful, Bell offers a charge-by-the-hour service to find problems within your residence, call 611 to arrange for assistance.

*Distance from DSL service exceeds maximum distance. If you've never been able to obtain sync, maybe your location is too far from the nearest Bell service point
**Solution: NCF can work with Bell to assess this. Contact NCF via the [http://help.ncf.ca Help page].

*Electrical interference from AM radio, halogen lights, audio speakers, power supplies
**Solution: Locate the modem away from sources of electrical interference. Use shielded twisted pair cabling from the modem to the wall jack.

*Apartment intercom interference
**Some older-style apartment door intercoms actually cut into the phone line system and can interfere with DSL signals, causing a loss of connectivity. Many are being replaced by more modern systems that act as telephones and dial your home or cell phone number and won't interfere with DSL. If you determine this is the problem try discussing this with your landlord.

*Using low-quality phone wire between the phone jack and modem
**Solution: It is best to use just the phone line that was provide by the modem. If you need an extension to reach a jack, be sure it is high quality. Instead, consider using a longer ethernet cable to reach the computer (or use wireless instead).

*Modem overheating.
**Solution: Ensure the ventilation ports, usually located on the bottom of the modem are clear. Try mounting the modem on its side (vertically), on a hard surface or raised up on blocks so that airflow is optimal. If it was operating at a normal temperature and is now overheating it is likely about to fail and requires replacing.

*Spider webs
**Solution: Check that your telephone junction boxes are free of spider webs (they can conduct and interfere with short range, high frequency signals, says a local engineer who worked on early DSL-like hardware development).

*Wet weather, especially in the spring
**Solution: Often wet weather, especially during the spring melt, causes phone line performance to degrade (water gets in and temporarily changes the electrical characteristics of the line). Lines are supposed to be waterproof, but with age that can degrade. Such problems often 'dry up' as conditions improve.

*Failing modem
**Solution: Modems rarely just quit dead, many models seem to have failure modes where they keep working, but don't provide a good stable connection. You can borrow a "loaner modem" from the NCF office (deposit required). The staff will set it up with your account information and [[password]] so that you can just take it home and plug it in. If this solves problem then chances are that the problem is that your own modem is failing. If this '''does not''' solve the problem then it will rule out your modem as the cause of the issue.

===That didn't work, now what? ===
Nothing works? Try:
#Searching the internet for ideas
#Posting to the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group]
#If all those fail, try describing your problem to the NCF office via the Office Message system on the [http://help.ncf.ca Help page].

==Sagemcom modem: you're getting a "Welcome to Bell" page==
[[File:Sagemcom 2864 external view.JPG|thumb|right|300px|The Sagemcom 2864 high speed DSL modem]]
===The Symptom===
If this occurs, members see a Bell splash page when they enter their browser. The page requests a login (with Bell credentials) which our members can't complete.

No other modem configuration details are disturbed other than the Internet login.

===The Cause===
The root cause is not known, but may involve some type of reset signal on the DSL line.

===The Fix===
The correct credentials need to be put back into the modem. Those credentials are: 
User: xxx99@ncf.ca 
Password: ncf....

That can be done in at least 3 ways:
# on your own – we have instructions for this below
# NCF staff can walk you through on the phone
# you can bring the modem in and we'll deal with it here 

===Instructions to change the Internet logon values===
Here are the instructions to recover full Internet access from the Sagemcom modem:

# connect a PC directly to the modem with an Ethernet cable
# Start up your favourite browser on the PC
# In the address bar, type 192.168.2.1 and hit enter
## you should see a login prompt
# at the prompt, user= 'admin', password=<your 12 character NCF DSL password>
## you should now see a 'Connection Hub' screen
# In the menu on the LH side of the page, click on 'Internet'
## you should now see a screen with a userid and password field – the userid will be 'sc.......'
# in the user field, enter your NCF id followed by '@ncf.ca' eg. aa000@ncf.ca
# in the password field, enter your NCF DSL password (12 chars)
# click the 'Save' button at the bottom of the page
# when you see the 'Settings Saved' message, the Internet light (the one with the @ sign) should begin to blink red and turn blue.

Access should be restored and your work done.

It's possible that a power cycle may be required to get the modem to recognize the configuration change so if a "Save" doesn't restore your Internet, try that.

==See also==
*[http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group] Draw on the expertise of fellow NCF members
*[[DSL speed]]
*[[Speed test (DSL)]] How to do a speed test of your DSL service
*[[Line stats (DSL)]] How to obtain and interpret line stats from your DSL modem
*[[SpeedTouch 516 and 585 on ADSL2+]]
*[[Computer Help]]

[[Category: DSL]]

Troubleshooting

2015-04-04T22:12:54Z

Xx175: /* The Fix */

This page provides some troubleshooting tips and advice if your DSL service stops working.

== If it was working and now is not ==
If your service was working and is not working now, and you have not changed anything, chances are that the problem is a network outage. The best thing to do is wait to see if the problem resolves itself. Generally network problems will be solved within an hour. To check network status, go to http://www.bell.ca/Bell_Internet#

If you know another NCF DSL member you can ask them if their service is working.

Sometimes your modem may not notice that the network is back up. Try power-cycling your modem to force it to look for the network on restart.

== Start-up problems and chronic problems ==
If your service is chronically sub-optimal, below are some possible problems and possible solutions.

=== Background information about DSL ===
The low-frequency end of your phone line is reserved for voice signals. DSL works by using higher frequencies. Line filters keep the DSL signals from affecting non-DSL devices and also keep those devices from interfering with the DSL portion of the spectrum.

When your modem detects the DSL signal, it tries to synchronize with it (get ''in sync''). If it can do this, the modem is said to be ''in sync'' and the DSL/Broadband light will be green.

When a DSL signal is detected, the modem assesses the power spectrum of the line and decides how much bandwidth is available. If the line quality is poor, the modem will operate at lower speeds to reduce the number of errors. For best performance, good line quality is essential.

DSL signals weaken with distance, so DSL works best when your location is close to Bell equipment (DSLAM). Bell invests in DSLAM equipment in an area depending on many factors. If they have not yet installed a DSLAM near your location, they may not be able to offer as high bandwidth as in other locations, even ones nearby.

If performance (e.g., [[Speed test (DSL)|speed tests]]) on your line is significantly worse from that of your neighbours, chances are good that something is non-optimal at your location or on your line.

If you get expected speeds in the morning and late at night, but experience slower speeds in the evenings and on weekends then the likely culprit is network congestion. NCF has investigated the problem and found that there was network congestion between the NCF network and the Bell Network at the aggregation point. We implemented a solution and we will continue to monitor it and make further adjustments as necessary.

See also:
*[[DSL speed]]
*[[Stages of DSL connection-making]] (learn how it should go)
*[[About DSL modem lights]] (what the lights can tell you)

=== General strategies for DSL problem-solving ===
* [[About DSL modem lights|Check the lights on your modem]] - the lights can tell you a lot of useful information.
* [[Modem Installation (DSL)|Check your installation]]. Are your wires connected and plugs seated securely?
* Check the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL help discussion group] to see how other members have solved the problem, or post a description of your problem so that other members can help. This is often faster than asking the NCF office because NCF members are often able to answer around the clock! Besides, one of NCF's founding motivations was to provide a means for people to help people.
* Check the internet for information using a search engine. There are lots of web pages on diagnosing and treating DSL problems.
* If you are pretty sure it is a problem with your phone line, please send a message to the NCF office (using the Office Message button on the [http://help.ncf.ca Help page]). Or if you hear static and noise on your voice calls (assuming you have voice service from Bell on the same line as your DSL), you can have Bell address that by dialing 611, it will help your DSL quality too.
* NCF is not-for-profit association owned by its members (including you), and the level of office support versus DSL price is something members decide as a group. In general, NCF members prefer to solve problems themselves or with the help of other members rather than pay more. (see [http://help.ncf.ca Help page])
* Bell offers a for-fee service for "line care", which costs about $100 for a year of coverage. Bell will investigate all problems inside or outside your location relating to DSL and voice for a year. This could be attractive for people with marginal DSL service, especially for the initial first year to get DSL working at your location.

===Testing at the demarcation point===
Before opening a ticket with Bell and possibly incurring a fee, you will want to make sure the problem is not with your inside house wiring. You can do this by plugging your DSL modem directly into the [https://en.wikipedia.org/wiki/Network_interface_device Network interface device box] or [https://en.wikipedia.org/wiki/Demarcation_point demarcation point], which bypasses your wiring and connects you directly to Bell's lines.

If the problem is solved, the issue is with your inside wiring and you will want to hire a licensed contractor to look into it for you.

If the problem persists, it is likely the issue is with Bell's wires leading into your home. You may wish to ask the NCF office to open a ticket with Bell, who will send a technician to make a service call.

<gallery>
File:Demarcation point.JPG|Demarcation point in a house built in 2000.
File:Demarcation point 02.JPG|Demarcation point in an older home
File:Demarcation point 03.JPG|Another style of demarcation point
</gallery>

===If you do not have DSL connection (no DSL or internet modem lights), your connection is intermittent or you experience low speed===
Here are some possible causes:

*DSL modem is connected to the phone line via a line filter
**Solution: The DSL modem must be ''directly'' connected to the phone line, without a line filter, remove any filter.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

*Modem not connected to working phone jack or to a line with DSL service
**Solution: If you have multiple phone lines at your location, be sure the modem is connected to the line with DSL service. If the line also has voice service (i.e., is not 'dry DSL'), there should be dial-tone if you plug in a phone at that jack.

*Telephone(s) or other devices not filtered on the same phone line
**Solution: All devices (other than the DSL modem itself) must be connected via a line filter (otherwise they may interfere with the DSL signal). Install filters or disconnect the other devices from the phone line.

*Outside line issues: Noise on your phone line. If you hear cracks, static, etc on your phone line, this can interfere with your DSL signal too
**Solution: Call 611 to report the problem to Bell. Tell them about the voice quality on your line being poor due to cracks, pops & static sounds. Probably best not to mention DSL, just focus on voice quality issues.

*Defective filter(s). If the DSL modem works well with all other devices temporarily unplugged from your line, maybe one of those devices has a defective filter
**Solution: Try to figure out which filter is defective by plugging the devices in one at a time. If one is found to be defective, replace it.

*Faulty inside wiring / phone jack(s). If your problems appear after adding a new phone or other device, or changing the wiring in your house, those changes are likely the cause of problems
**Solution: Repair your inside wiring. If unsuccessful, Bell offers a charge-by-the-hour service to find problems within your residence, call 611 to arrange for assistance.

*Distance from DSL service exceeds maximum distance. If you've never been able to obtain sync, maybe your location is too far from the nearest Bell service point
**Solution: NCF can work with Bell to assess this. Contact NCF via the [http://help.ncf.ca Help page].

*Electrical interference from AM radio, halogen lights, audio speakers, power supplies
**Solution: Locate the modem away from sources of electrical interference. Use shielded twisted pair cabling from the modem to the wall jack.

*Apartment intercom interference
**Some older-style apartment door intercoms actually cut into the phone line system and can interfere with DSL signals, causing a loss of connectivity. Many are being replaced by more modern systems that act as telephones and dial your home or cell phone number and won't interfere with DSL. If you determine this is the problem try discussing this with your landlord.

*Using low-quality phone wire between the phone jack and modem
**Solution: It is best to use just the phone line that was provide by the modem. If you need an extension to reach a jack, be sure it is high quality. Instead, consider using a longer ethernet cable to reach the computer (or use wireless instead).

*Modem overheating.
**Solution: Ensure the ventilation ports, usually located on the bottom of the modem are clear. Try mounting the modem on its side (vertically), on a hard surface or raised up on blocks so that airflow is optimal. If it was operating at a normal temperature and is now overheating it is likely about to fail and requires replacing.

*Spider webs
**Solution: Check that your telephone junction boxes are free of spider webs (they can conduct and interfere with short range, high frequency signals, says a local engineer who worked on early DSL-like hardware development).

*Wet weather, especially in the spring
**Solution: Often wet weather, especially during the spring melt, causes phone line performance to degrade (water gets in and temporarily changes the electrical characteristics of the line). Lines are supposed to be waterproof, but with age that can degrade. Such problems often 'dry up' as conditions improve.

*Failing modem
**Solution: Modems rarely just quit dead, many models seem to have failure modes where they keep working, but don't provide a good stable connection. You can borrow a "loaner modem" from the NCF office (deposit required). The staff will set it up with your account information and [[password]] so that you can just take it home and plug it in. If this solves problem then chances are that the problem is that your own modem is failing. If this '''does not''' solve the problem then it will rule out your modem as the cause of the issue.

===That didn't work, now what? ===
Nothing works? Try:
#Searching the internet for ideas
#Posting to the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group]
#If all those fail, try describing your problem to the NCF office via the Office Message system on the [http://help.ncf.ca Help page].

==Sagemcom modem: you're getting a "Welcome to Bell" page==
[[File:Sagemcom 2864 external view.JPG|thumb|right|300px|The Sagemcom 2864 high speed DSL modem]]
===The Symptom===
If this occurs, members see a Bell splash page when they enter their browser. The page requests a login (with Bell credentials) which our members can't complete.

No other modem configuration details are disturbed other than the Internet login.

===The Cause===
The root cause is not known, but may involve some type of reset signal on the DSL line.

===The Fix===
The correct credentials need to be put back into the modem. Those credentials are: 
user: xxx99@ncf.ca 
password: ncf....

That can be done in at least 3 ways:
# on your own – we have instructions for this below
# NCF staff can walk you through on the phone
# you can bring the modem in and we'll deal with it here 

===Instructions to change the Internet logon values===
Here are the instructions to recover full Internet access from the Sagemcom modem:

# connect a PC directly to the modem with an Ethernet cable
# Start up your favourite browser on the PC
# In the address bar, type 192.168.2.1 and hit enter
## you should see a login prompt
# at the prompt, user= 'admin', password=<your 12 character NCF DSL password>
## you should now see a 'Connection Hub' screen
# In the menu on the LH side of the page, click on 'Internet'
## you should now see a screen with a userid and password field – the userid will be 'sc.......'
# in the user field, enter your NCF id followed by '@ncf.ca' eg. aa000@ncf.ca
# in the password field, enter your NCF DSL password (12 chars)
# click the 'Save' button at the bottom of the page
# when you see the 'Settings Saved' message, the Internet light (the one with the @ sign) should begin to blink red and turn blue.

Access should be restored and your work done.

It's possible that a power cycle may be required to get the modem to recognize the configuration change so if a "Save" doesn't restore your Internet, try that.

==See also==
*[http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group] Draw on the expertise of fellow NCF members
*[[DSL speed]]
*[[Speed test (DSL)]] How to do a speed test of your DSL service
*[[Line stats (DSL)]] How to obtain and interpret line stats from your DSL modem
*[[SpeedTouch 516 and 585 on ADSL2+]]
*[[Computer Help]]

[[Category: DSL]]

Troubleshooting

2015-04-04T22:12:26Z

Xx175: /* The Fix */

This page provides some troubleshooting tips and advice if your DSL service stops working.

== If it was working and now is not ==
If your service was working and is not working now, and you have not changed anything, chances are that the problem is a network outage. The best thing to do is wait to see if the problem resolves itself. Generally network problems will be solved within an hour. To check network status, go to http://www.bell.ca/Bell_Internet#

If you know another NCF DSL member you can ask them if their service is working.

Sometimes your modem may not notice that the network is back up. Try power-cycling your modem to force it to look for the network on restart.

== Start-up problems and chronic problems ==
If your service is chronically sub-optimal, below are some possible problems and possible solutions.

=== Background information about DSL ===
The low-frequency end of your phone line is reserved for voice signals. DSL works by using higher frequencies. Line filters keep the DSL signals from affecting non-DSL devices and also keep those devices from interfering with the DSL portion of the spectrum.

When your modem detects the DSL signal, it tries to synchronize with it (get ''in sync''). If it can do this, the modem is said to be ''in sync'' and the DSL/Broadband light will be green.

When a DSL signal is detected, the modem assesses the power spectrum of the line and decides how much bandwidth is available. If the line quality is poor, the modem will operate at lower speeds to reduce the number of errors. For best performance, good line quality is essential.

DSL signals weaken with distance, so DSL works best when your location is close to Bell equipment (DSLAM). Bell invests in DSLAM equipment in an area depending on many factors. If they have not yet installed a DSLAM near your location, they may not be able to offer as high bandwidth as in other locations, even ones nearby.

If performance (e.g., [[Speed test (DSL)|speed tests]]) on your line is significantly worse from that of your neighbours, chances are good that something is non-optimal at your location or on your line.

If you get expected speeds in the morning and late at night, but experience slower speeds in the evenings and on weekends then the likely culprit is network congestion. NCF has investigated the problem and found that there was network congestion between the NCF network and the Bell Network at the aggregation point. We implemented a solution and we will continue to monitor it and make further adjustments as necessary.

See also:
*[[DSL speed]]
*[[Stages of DSL connection-making]] (learn how it should go)
*[[About DSL modem lights]] (what the lights can tell you)

=== General strategies for DSL problem-solving ===
* [[About DSL modem lights|Check the lights on your modem]] - the lights can tell you a lot of useful information.
* [[Modem Installation (DSL)|Check your installation]]. Are your wires connected and plugs seated securely?
* Check the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL help discussion group] to see how other members have solved the problem, or post a description of your problem so that other members can help. This is often faster than asking the NCF office because NCF members are often able to answer around the clock! Besides, one of NCF's founding motivations was to provide a means for people to help people.
* Check the internet for information using a search engine. There are lots of web pages on diagnosing and treating DSL problems.
* If you are pretty sure it is a problem with your phone line, please send a message to the NCF office (using the Office Message button on the [http://help.ncf.ca Help page]). Or if you hear static and noise on your voice calls (assuming you have voice service from Bell on the same line as your DSL), you can have Bell address that by dialing 611, it will help your DSL quality too.
* NCF is not-for-profit association owned by its members (including you), and the level of office support versus DSL price is something members decide as a group. In general, NCF members prefer to solve problems themselves or with the help of other members rather than pay more. (see [http://help.ncf.ca Help page])
* Bell offers a for-fee service for "line care", which costs about $100 for a year of coverage. Bell will investigate all problems inside or outside your location relating to DSL and voice for a year. This could be attractive for people with marginal DSL service, especially for the initial first year to get DSL working at your location.

===Testing at the demarcation point===
Before opening a ticket with Bell and possibly incurring a fee, you will want to make sure the problem is not with your inside house wiring. You can do this by plugging your DSL modem directly into the [https://en.wikipedia.org/wiki/Network_interface_device Network interface device box] or [https://en.wikipedia.org/wiki/Demarcation_point demarcation point], which bypasses your wiring and connects you directly to Bell's lines.

If the problem is solved, the issue is with your inside wiring and you will want to hire a licensed contractor to look into it for you.

If the problem persists, it is likely the issue is with Bell's wires leading into your home. You may wish to ask the NCF office to open a ticket with Bell, who will send a technician to make a service call.

<gallery>
File:Demarcation point.JPG|Demarcation point in a house built in 2000.
File:Demarcation point 02.JPG|Demarcation point in an older home
File:Demarcation point 03.JPG|Another style of demarcation point
</gallery>

===If you do not have DSL connection (no DSL or internet modem lights), your connection is intermittent or you experience low speed===
Here are some possible causes:

*DSL modem is connected to the phone line via a line filter
**Solution: The DSL modem must be ''directly'' connected to the phone line, without a line filter, remove any filter.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

*Modem not connected to working phone jack or to a line with DSL service
**Solution: If you have multiple phone lines at your location, be sure the modem is connected to the line with DSL service. If the line also has voice service (i.e., is not 'dry DSL'), there should be dial-tone if you plug in a phone at that jack.

*Telephone(s) or other devices not filtered on the same phone line
**Solution: All devices (other than the DSL modem itself) must be connected via a line filter (otherwise they may interfere with the DSL signal). Install filters or disconnect the other devices from the phone line.

*Outside line issues: Noise on your phone line. If you hear cracks, static, etc on your phone line, this can interfere with your DSL signal too
**Solution: Call 611 to report the problem to Bell. Tell them about the voice quality on your line being poor due to cracks, pops & static sounds. Probably best not to mention DSL, just focus on voice quality issues.

*Defective filter(s). If the DSL modem works well with all other devices temporarily unplugged from your line, maybe one of those devices has a defective filter
**Solution: Try to figure out which filter is defective by plugging the devices in one at a time. If one is found to be defective, replace it.

*Faulty inside wiring / phone jack(s). If your problems appear after adding a new phone or other device, or changing the wiring in your house, those changes are likely the cause of problems
**Solution: Repair your inside wiring. If unsuccessful, Bell offers a charge-by-the-hour service to find problems within your residence, call 611 to arrange for assistance.

*Distance from DSL service exceeds maximum distance. If you've never been able to obtain sync, maybe your location is too far from the nearest Bell service point
**Solution: NCF can work with Bell to assess this. Contact NCF via the [http://help.ncf.ca Help page].

*Electrical interference from AM radio, halogen lights, audio speakers, power supplies
**Solution: Locate the modem away from sources of electrical interference. Use shielded twisted pair cabling from the modem to the wall jack.

*Apartment intercom interference
**Some older-style apartment door intercoms actually cut into the phone line system and can interfere with DSL signals, causing a loss of connectivity. Many are being replaced by more modern systems that act as telephones and dial your home or cell phone number and won't interfere with DSL. If you determine this is the problem try discussing this with your landlord.

*Using low-quality phone wire between the phone jack and modem
**Solution: It is best to use just the phone line that was provide by the modem. If you need an extension to reach a jack, be sure it is high quality. Instead, consider using a longer ethernet cable to reach the computer (or use wireless instead).

*Modem overheating.
**Solution: Ensure the ventilation ports, usually located on the bottom of the modem are clear. Try mounting the modem on its side (vertically), on a hard surface or raised up on blocks so that airflow is optimal. If it was operating at a normal temperature and is now overheating it is likely about to fail and requires replacing.

*Spider webs
**Solution: Check that your telephone junction boxes are free of spider webs (they can conduct and interfere with short range, high frequency signals, says a local engineer who worked on early DSL-like hardware development).

*Wet weather, especially in the spring
**Solution: Often wet weather, especially during the spring melt, causes phone line performance to degrade (water gets in and temporarily changes the electrical characteristics of the line). Lines are supposed to be waterproof, but with age that can degrade. Such problems often 'dry up' as conditions improve.

*Failing modem
**Solution: Modems rarely just quit dead, many models seem to have failure modes where they keep working, but don't provide a good stable connection. You can borrow a "loaner modem" from the NCF office (deposit required). The staff will set it up with your account information and [[password]] so that you can just take it home and plug it in. If this solves problem then chances are that the problem is that your own modem is failing. If this '''does not''' solve the problem then it will rule out your modem as the cause of the issue.

===That didn't work, now what? ===
Nothing works? Try:
#Searching the internet for ideas
#Posting to the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group]
#If all those fail, try describing your problem to the NCF office via the Office Message system on the [http://help.ncf.ca Help page].

==Sagemcom modem: you're getting a "Welcome to Bell" page==
[[File:Sagemcom 2864 external view.JPG|thumb|right|300px|The Sagemcom 2864 high speed DSL modem]]
===The Symptom===
If this occurs, members see a Bell splash page when they enter their browser. The page requests a login (with Bell credentials) which our members can't complete.

No other modem configuration details are disturbed other than the Internet login.

===The Cause===
The root cause is not known, but may involve some type of reset signal on the DSL line.

===The Fix===
The correct credentials need to be put back into the modem. Those credentials are: 
user: xxx99@ncf.ca
password: ncf....

That can be done in at least 3 ways:
# on your own – we have instructions for this below
# NCF staff can walk you through on the phone
# you can bring the modem in and we'll deal with it here

===Instructions to change the Internet logon values===
Here are the instructions to recover full Internet access from the Sagemcom modem:

# connect a PC directly to the modem with an Ethernet cable
# Start up your favourite browser on the PC
# In the address bar, type 192.168.2.1 and hit enter
## you should see a login prompt
# at the prompt, user= 'admin', password=<your 12 character NCF DSL password>
## you should now see a 'Connection Hub' screen
# In the menu on the LH side of the page, click on 'Internet'
## you should now see a screen with a userid and password field – the userid will be 'sc.......'
# in the user field, enter your NCF id followed by '@ncf.ca' eg. aa000@ncf.ca
# in the password field, enter your NCF DSL password (12 chars)
# click the 'Save' button at the bottom of the page
# when you see the 'Settings Saved' message, the Internet light (the one with the @ sign) should begin to blink red and turn blue.

Access should be restored and your work done.

It's possible that a power cycle may be required to get the modem to recognize the configuration change so if a "Save" doesn't restore your Internet, try that.

==See also==
*[http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group] Draw on the expertise of fellow NCF members
*[[DSL speed]]
*[[Speed test (DSL)]] How to do a speed test of your DSL service
*[[Line stats (DSL)]] How to obtain and interpret line stats from your DSL modem
*[[SpeedTouch 516 and 585 on ADSL2+]]
*[[Computer Help]]

[[Category: DSL]]

Troubleshooting

2015-04-04T22:11:47Z

Xx175: /* The Fix */

This page provides some troubleshooting tips and advice if your DSL service stops working.

== If it was working and now is not ==
If your service was working and is not working now, and you have not changed anything, chances are that the problem is a network outage. The best thing to do is wait to see if the problem resolves itself. Generally network problems will be solved within an hour. To check network status, go to http://www.bell.ca/Bell_Internet#

If you know another NCF DSL member you can ask them if their service is working.

Sometimes your modem may not notice that the network is back up. Try power-cycling your modem to force it to look for the network on restart.

== Start-up problems and chronic problems ==
If your service is chronically sub-optimal, below are some possible problems and possible solutions.

=== Background information about DSL ===
The low-frequency end of your phone line is reserved for voice signals. DSL works by using higher frequencies. Line filters keep the DSL signals from affecting non-DSL devices and also keep those devices from interfering with the DSL portion of the spectrum.

When your modem detects the DSL signal, it tries to synchronize with it (get ''in sync''). If it can do this, the modem is said to be ''in sync'' and the DSL/Broadband light will be green.

When a DSL signal is detected, the modem assesses the power spectrum of the line and decides how much bandwidth is available. If the line quality is poor, the modem will operate at lower speeds to reduce the number of errors. For best performance, good line quality is essential.

DSL signals weaken with distance, so DSL works best when your location is close to Bell equipment (DSLAM). Bell invests in DSLAM equipment in an area depending on many factors. If they have not yet installed a DSLAM near your location, they may not be able to offer as high bandwidth as in other locations, even ones nearby.

If performance (e.g., [[Speed test (DSL)|speed tests]]) on your line is significantly worse from that of your neighbours, chances are good that something is non-optimal at your location or on your line.

If you get expected speeds in the morning and late at night, but experience slower speeds in the evenings and on weekends then the likely culprit is network congestion. NCF has investigated the problem and found that there was network congestion between the NCF network and the Bell Network at the aggregation point. We implemented a solution and we will continue to monitor it and make further adjustments as necessary.

See also:
*[[DSL speed]]
*[[Stages of DSL connection-making]] (learn how it should go)
*[[About DSL modem lights]] (what the lights can tell you)

=== General strategies for DSL problem-solving ===
* [[About DSL modem lights|Check the lights on your modem]] - the lights can tell you a lot of useful information.
* [[Modem Installation (DSL)|Check your installation]]. Are your wires connected and plugs seated securely?
* Check the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL help discussion group] to see how other members have solved the problem, or post a description of your problem so that other members can help. This is often faster than asking the NCF office because NCF members are often able to answer around the clock! Besides, one of NCF's founding motivations was to provide a means for people to help people.
* Check the internet for information using a search engine. There are lots of web pages on diagnosing and treating DSL problems.
* If you are pretty sure it is a problem with your phone line, please send a message to the NCF office (using the Office Message button on the [http://help.ncf.ca Help page]). Or if you hear static and noise on your voice calls (assuming you have voice service from Bell on the same line as your DSL), you can have Bell address that by dialing 611, it will help your DSL quality too.
* NCF is not-for-profit association owned by its members (including you), and the level of office support versus DSL price is something members decide as a group. In general, NCF members prefer to solve problems themselves or with the help of other members rather than pay more. (see [http://help.ncf.ca Help page])
* Bell offers a for-fee service for "line care", which costs about $100 for a year of coverage. Bell will investigate all problems inside or outside your location relating to DSL and voice for a year. This could be attractive for people with marginal DSL service, especially for the initial first year to get DSL working at your location.

===Testing at the demarcation point===
Before opening a ticket with Bell and possibly incurring a fee, you will want to make sure the problem is not with your inside house wiring. You can do this by plugging your DSL modem directly into the [https://en.wikipedia.org/wiki/Network_interface_device Network interface device box] or [https://en.wikipedia.org/wiki/Demarcation_point demarcation point], which bypasses your wiring and connects you directly to Bell's lines.

If the problem is solved, the issue is with your inside wiring and you will want to hire a licensed contractor to look into it for you.

If the problem persists, it is likely the issue is with Bell's wires leading into your home. You may wish to ask the NCF office to open a ticket with Bell, who will send a technician to make a service call.

<gallery>
File:Demarcation point.JPG|Demarcation point in a house built in 2000.
File:Demarcation point 02.JPG|Demarcation point in an older home
File:Demarcation point 03.JPG|Another style of demarcation point
</gallery>

===If you do not have DSL connection (no DSL or internet modem lights), your connection is intermittent or you experience low speed===
Here are some possible causes:

*DSL modem is connected to the phone line via a line filter
**Solution: The DSL modem must be ''directly'' connected to the phone line, without a line filter, remove any filter.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

*Modem not connected to working phone jack or to a line with DSL service
**Solution: If you have multiple phone lines at your location, be sure the modem is connected to the line with DSL service. If the line also has voice service (i.e., is not 'dry DSL'), there should be dial-tone if you plug in a phone at that jack.

*Telephone(s) or other devices not filtered on the same phone line
**Solution: All devices (other than the DSL modem itself) must be connected via a line filter (otherwise they may interfere with the DSL signal). Install filters or disconnect the other devices from the phone line.

*Outside line issues: Noise on your phone line. If you hear cracks, static, etc on your phone line, this can interfere with your DSL signal too
**Solution: Call 611 to report the problem to Bell. Tell them about the voice quality on your line being poor due to cracks, pops & static sounds. Probably best not to mention DSL, just focus on voice quality issues.

*Defective filter(s). If the DSL modem works well with all other devices temporarily unplugged from your line, maybe one of those devices has a defective filter
**Solution: Try to figure out which filter is defective by plugging the devices in one at a time. If one is found to be defective, replace it.

*Faulty inside wiring / phone jack(s). If your problems appear after adding a new phone or other device, or changing the wiring in your house, those changes are likely the cause of problems
**Solution: Repair your inside wiring. If unsuccessful, Bell offers a charge-by-the-hour service to find problems within your residence, call 611 to arrange for assistance.

*Distance from DSL service exceeds maximum distance. If you've never been able to obtain sync, maybe your location is too far from the nearest Bell service point
**Solution: NCF can work with Bell to assess this. Contact NCF via the [http://help.ncf.ca Help page].

*Electrical interference from AM radio, halogen lights, audio speakers, power supplies
**Solution: Locate the modem away from sources of electrical interference. Use shielded twisted pair cabling from the modem to the wall jack.

*Apartment intercom interference
**Some older-style apartment door intercoms actually cut into the phone line system and can interfere with DSL signals, causing a loss of connectivity. Many are being replaced by more modern systems that act as telephones and dial your home or cell phone number and won't interfere with DSL. If you determine this is the problem try discussing this with your landlord.

*Using low-quality phone wire between the phone jack and modem
**Solution: It is best to use just the phone line that was provide by the modem. If you need an extension to reach a jack, be sure it is high quality. Instead, consider using a longer ethernet cable to reach the computer (or use wireless instead).

*Modem overheating.
**Solution: Ensure the ventilation ports, usually located on the bottom of the modem are clear. Try mounting the modem on its side (vertically), on a hard surface or raised up on blocks so that airflow is optimal. If it was operating at a normal temperature and is now overheating it is likely about to fail and requires replacing.

*Spider webs
**Solution: Check that your telephone junction boxes are free of spider webs (they can conduct and interfere with short range, high frequency signals, says a local engineer who worked on early DSL-like hardware development).

*Wet weather, especially in the spring
**Solution: Often wet weather, especially during the spring melt, causes phone line performance to degrade (water gets in and temporarily changes the electrical characteristics of the line). Lines are supposed to be waterproof, but with age that can degrade. Such problems often 'dry up' as conditions improve.

*Failing modem
**Solution: Modems rarely just quit dead, many models seem to have failure modes where they keep working, but don't provide a good stable connection. You can borrow a "loaner modem" from the NCF office (deposit required). The staff will set it up with your account information and [[password]] so that you can just take it home and plug it in. If this solves problem then chances are that the problem is that your own modem is failing. If this '''does not''' solve the problem then it will rule out your modem as the cause of the issue.

===That didn't work, now what? ===
Nothing works? Try:
#Searching the internet for ideas
#Posting to the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group]
#If all those fail, try describing your problem to the NCF office via the Office Message system on the [http://help.ncf.ca Help page].

==Sagemcom modem: you're getting a "Welcome to Bell" page==
[[File:Sagemcom 2864 external view.JPG|thumb|right|300px|The Sagemcom 2864 high speed DSL modem]]
===The Symptom===
If this occurs, members see a Bell splash page when they enter their browser. The page requests a login (with Bell credentials) which our members can't complete.

No other modem configuration details are disturbed other than the Internet login.

===The Cause===
The root cause is not known, but may involve some type of reset signal on the DSL line.

===The Fix===
The correct credentials need to be put back into the modem. Those credentials are: 
user: xxx99@ncf.ca
password: ncf....

That can be done in at least 3 ways:
# on your own – we have instructions for this below
# NCF staff can walk you through on the phone
# you can bring the modem in and we'll deal with it here

===Instructions to change the Internet logon values===
Here are the instructions to recover full Internet access from the Sagemcom modem:

# connect a PC directly to the modem with an Ethernet cable
# Start up your favourite browser on the PC
# In the address bar, type 192.168.2.1 and hit enter
## you should see a login prompt
# at the prompt, user= 'admin', password=<your 12 character NCF DSL password>
## you should now see a 'Connection Hub' screen
# In the menu on the LH side of the page, click on 'Internet'
## you should now see a screen with a userid and password field – the userid will be 'sc.......'
# in the user field, enter your NCF id followed by '@ncf.ca' eg. aa000@ncf.ca
# in the password field, enter your NCF DSL password (12 chars)
# click the 'Save' button at the bottom of the page
# when you see the 'Settings Saved' message, the Internet light (the one with the @ sign) should begin to blink red and turn blue.

Access should be restored and your work done.

It's possible that a power cycle may be required to get the modem to recognize the configuration change so if a "Save" doesn't restore your Internet, try that.

==See also==
*[http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group] Draw on the expertise of fellow NCF members
*[[DSL speed]]
*[[Speed test (DSL)]] How to do a speed test of your DSL service
*[[Line stats (DSL)]] How to obtain and interpret line stats from your DSL modem
*[[SpeedTouch 516 and 585 on ADSL2+]]
*[[Computer Help]]

[[Category: DSL]]

Troubleshooting

2015-04-04T22:10:50Z

Xx175: /* The Cause */

This page provides some troubleshooting tips and advice if your DSL service stops working.

== If it was working and now is not ==
If your service was working and is not working now, and you have not changed anything, chances are that the problem is a network outage. The best thing to do is wait to see if the problem resolves itself. Generally network problems will be solved within an hour. To check network status, go to http://www.bell.ca/Bell_Internet#

If you know another NCF DSL member you can ask them if their service is working.

Sometimes your modem may not notice that the network is back up. Try power-cycling your modem to force it to look for the network on restart.

== Start-up problems and chronic problems ==
If your service is chronically sub-optimal, below are some possible problems and possible solutions.

=== Background information about DSL ===
The low-frequency end of your phone line is reserved for voice signals. DSL works by using higher frequencies. Line filters keep the DSL signals from affecting non-DSL devices and also keep those devices from interfering with the DSL portion of the spectrum.

When your modem detects the DSL signal, it tries to synchronize with it (get ''in sync''). If it can do this, the modem is said to be ''in sync'' and the DSL/Broadband light will be green.

When a DSL signal is detected, the modem assesses the power spectrum of the line and decides how much bandwidth is available. If the line quality is poor, the modem will operate at lower speeds to reduce the number of errors. For best performance, good line quality is essential.

DSL signals weaken with distance, so DSL works best when your location is close to Bell equipment (DSLAM). Bell invests in DSLAM equipment in an area depending on many factors. If they have not yet installed a DSLAM near your location, they may not be able to offer as high bandwidth as in other locations, even ones nearby.

If performance (e.g., [[Speed test (DSL)|speed tests]]) on your line is significantly worse from that of your neighbours, chances are good that something is non-optimal at your location or on your line.

If you get expected speeds in the morning and late at night, but experience slower speeds in the evenings and on weekends then the likely culprit is network congestion. NCF has investigated the problem and found that there was network congestion between the NCF network and the Bell Network at the aggregation point. We implemented a solution and we will continue to monitor it and make further adjustments as necessary.

See also:
*[[DSL speed]]
*[[Stages of DSL connection-making]] (learn how it should go)
*[[About DSL modem lights]] (what the lights can tell you)

=== General strategies for DSL problem-solving ===
* [[About DSL modem lights|Check the lights on your modem]] - the lights can tell you a lot of useful information.
* [[Modem Installation (DSL)|Check your installation]]. Are your wires connected and plugs seated securely?
* Check the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL help discussion group] to see how other members have solved the problem, or post a description of your problem so that other members can help. This is often faster than asking the NCF office because NCF members are often able to answer around the clock! Besides, one of NCF's founding motivations was to provide a means for people to help people.
* Check the internet for information using a search engine. There are lots of web pages on diagnosing and treating DSL problems.
* If you are pretty sure it is a problem with your phone line, please send a message to the NCF office (using the Office Message button on the [http://help.ncf.ca Help page]). Or if you hear static and noise on your voice calls (assuming you have voice service from Bell on the same line as your DSL), you can have Bell address that by dialing 611, it will help your DSL quality too.
* NCF is not-for-profit association owned by its members (including you), and the level of office support versus DSL price is something members decide as a group. In general, NCF members prefer to solve problems themselves or with the help of other members rather than pay more. (see [http://help.ncf.ca Help page])
* Bell offers a for-fee service for "line care", which costs about $100 for a year of coverage. Bell will investigate all problems inside or outside your location relating to DSL and voice for a year. This could be attractive for people with marginal DSL service, especially for the initial first year to get DSL working at your location.

===Testing at the demarcation point===
Before opening a ticket with Bell and possibly incurring a fee, you will want to make sure the problem is not with your inside house wiring. You can do this by plugging your DSL modem directly into the [https://en.wikipedia.org/wiki/Network_interface_device Network interface device box] or [https://en.wikipedia.org/wiki/Demarcation_point demarcation point], which bypasses your wiring and connects you directly to Bell's lines.

If the problem is solved, the issue is with your inside wiring and you will want to hire a licensed contractor to look into it for you.

If the problem persists, it is likely the issue is with Bell's wires leading into your home. You may wish to ask the NCF office to open a ticket with Bell, who will send a technician to make a service call.

<gallery>
File:Demarcation point.JPG|Demarcation point in a house built in 2000.
File:Demarcation point 02.JPG|Demarcation point in an older home
File:Demarcation point 03.JPG|Another style of demarcation point
</gallery>

===If you do not have DSL connection (no DSL or internet modem lights), your connection is intermittent or you experience low speed===
Here are some possible causes:

*DSL modem is connected to the phone line via a line filter
**Solution: The DSL modem must be ''directly'' connected to the phone line, without a line filter, remove any filter.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

*Modem not connected to working phone jack or to a line with DSL service
**Solution: If you have multiple phone lines at your location, be sure the modem is connected to the line with DSL service. If the line also has voice service (i.e., is not 'dry DSL'), there should be dial-tone if you plug in a phone at that jack.

*Telephone(s) or other devices not filtered on the same phone line
**Solution: All devices (other than the DSL modem itself) must be connected via a line filter (otherwise they may interfere with the DSL signal). Install filters or disconnect the other devices from the phone line.

*Outside line issues: Noise on your phone line. If you hear cracks, static, etc on your phone line, this can interfere with your DSL signal too
**Solution: Call 611 to report the problem to Bell. Tell them about the voice quality on your line being poor due to cracks, pops & static sounds. Probably best not to mention DSL, just focus on voice quality issues.

*Defective filter(s). If the DSL modem works well with all other devices temporarily unplugged from your line, maybe one of those devices has a defective filter
**Solution: Try to figure out which filter is defective by plugging the devices in one at a time. If one is found to be defective, replace it.

*Faulty inside wiring / phone jack(s). If your problems appear after adding a new phone or other device, or changing the wiring in your house, those changes are likely the cause of problems
**Solution: Repair your inside wiring. If unsuccessful, Bell offers a charge-by-the-hour service to find problems within your residence, call 611 to arrange for assistance.

*Distance from DSL service exceeds maximum distance. If you've never been able to obtain sync, maybe your location is too far from the nearest Bell service point
**Solution: NCF can work with Bell to assess this. Contact NCF via the [http://help.ncf.ca Help page].

*Electrical interference from AM radio, halogen lights, audio speakers, power supplies
**Solution: Locate the modem away from sources of electrical interference. Use shielded twisted pair cabling from the modem to the wall jack.

*Apartment intercom interference
**Some older-style apartment door intercoms actually cut into the phone line system and can interfere with DSL signals, causing a loss of connectivity. Many are being replaced by more modern systems that act as telephones and dial your home or cell phone number and won't interfere with DSL. If you determine this is the problem try discussing this with your landlord.

*Using low-quality phone wire between the phone jack and modem
**Solution: It is best to use just the phone line that was provide by the modem. If you need an extension to reach a jack, be sure it is high quality. Instead, consider using a longer ethernet cable to reach the computer (or use wireless instead).

*Modem overheating.
**Solution: Ensure the ventilation ports, usually located on the bottom of the modem are clear. Try mounting the modem on its side (vertically), on a hard surface or raised up on blocks so that airflow is optimal. If it was operating at a normal temperature and is now overheating it is likely about to fail and requires replacing.

*Spider webs
**Solution: Check that your telephone junction boxes are free of spider webs (they can conduct and interfere with short range, high frequency signals, says a local engineer who worked on early DSL-like hardware development).

*Wet weather, especially in the spring
**Solution: Often wet weather, especially during the spring melt, causes phone line performance to degrade (water gets in and temporarily changes the electrical characteristics of the line). Lines are supposed to be waterproof, but with age that can degrade. Such problems often 'dry up' as conditions improve.

*Failing modem
**Solution: Modems rarely just quit dead, many models seem to have failure modes where they keep working, but don't provide a good stable connection. You can borrow a "loaner modem" from the NCF office (deposit required). The staff will set it up with your account information and [[password]] so that you can just take it home and plug it in. If this solves problem then chances are that the problem is that your own modem is failing. If this '''does not''' solve the problem then it will rule out your modem as the cause of the issue.

===That didn't work, now what? ===
Nothing works? Try:
#Searching the internet for ideas
#Posting to the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group]
#If all those fail, try describing your problem to the NCF office via the Office Message system on the [http://help.ncf.ca Help page].

==Sagemcom modem: you're getting a "Welcome to Bell" page==
[[File:Sagemcom 2864 external view.JPG|thumb|right|300px|The Sagemcom 2864 high speed DSL modem]]
===The Symptom===
If this occurs, members see a Bell splash page when they enter their browser. The page requests a login (with Bell credentials) which our members can't complete.

No other modem configuration details are disturbed other than the Internet login.

===The Cause===
The root cause is not known, but may involve some type of reset signal on the DSL line.

===The Fix===
The correct credentials need to be put back into the modem. Those credentials are:
user: xxx99@ncf.ca
password: ncf....

That can be done in at least 3 ways:
# on your own – we have instructions for this below
# NCF staff can walk you through on the phone
# you can bring the modem in and we'll deal with it here

===Instructions to change the Internet logon values===
Here are the instructions to recover full Internet access from the Sagemcom modem:

# connect a PC directly to the modem with an Ethernet cable
# Start up your favourite browser on the PC
# In the address bar, type 192.168.2.1 and hit enter
## you should see a login prompt
# at the prompt, user= 'admin', password=<your 12 character NCF DSL password>
## you should now see a 'Connection Hub' screen
# In the menu on the LH side of the page, click on 'Internet'
## you should now see a screen with a userid and password field – the userid will be 'sc.......'
# in the user field, enter your NCF id followed by '@ncf.ca' eg. aa000@ncf.ca
# in the password field, enter your NCF DSL password (12 chars)
# click the 'Save' button at the bottom of the page
# when you see the 'Settings Saved' message, the Internet light (the one with the @ sign) should begin to blink red and turn blue.

Access should be restored and your work done.

It's possible that a power cycle may be required to get the modem to recognize the configuration change so if a "Save" doesn't restore your Internet, try that.

==See also==
*[http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group] Draw on the expertise of fellow NCF members
*[[DSL speed]]
*[[Speed test (DSL)]] How to do a speed test of your DSL service
*[[Line stats (DSL)]] How to obtain and interpret line stats from your DSL modem
*[[SpeedTouch 516 and 585 on ADSL2+]]
*[[Computer Help]]

[[Category: DSL]]

Troubleshooting

2015-04-04T22:09:42Z

Xx175: /* Sagemcom modem and you're getting a "Welcome to Bell" page */

This page provides some troubleshooting tips and advice if your DSL service stops working.

== If it was working and now is not ==
If your service was working and is not working now, and you have not changed anything, chances are that the problem is a network outage. The best thing to do is wait to see if the problem resolves itself. Generally network problems will be solved within an hour. To check network status, go to http://www.bell.ca/Bell_Internet#

If you know another NCF DSL member you can ask them if their service is working.

Sometimes your modem may not notice that the network is back up. Try power-cycling your modem to force it to look for the network on restart.

== Start-up problems and chronic problems ==
If your service is chronically sub-optimal, below are some possible problems and possible solutions.

=== Background information about DSL ===
The low-frequency end of your phone line is reserved for voice signals. DSL works by using higher frequencies. Line filters keep the DSL signals from affecting non-DSL devices and also keep those devices from interfering with the DSL portion of the spectrum.

When your modem detects the DSL signal, it tries to synchronize with it (get ''in sync''). If it can do this, the modem is said to be ''in sync'' and the DSL/Broadband light will be green.

When a DSL signal is detected, the modem assesses the power spectrum of the line and decides how much bandwidth is available. If the line quality is poor, the modem will operate at lower speeds to reduce the number of errors. For best performance, good line quality is essential.

DSL signals weaken with distance, so DSL works best when your location is close to Bell equipment (DSLAM). Bell invests in DSLAM equipment in an area depending on many factors. If they have not yet installed a DSLAM near your location, they may not be able to offer as high bandwidth as in other locations, even ones nearby.

If performance (e.g., [[Speed test (DSL)|speed tests]]) on your line is significantly worse from that of your neighbours, chances are good that something is non-optimal at your location or on your line.

If you get expected speeds in the morning and late at night, but experience slower speeds in the evenings and on weekends then the likely culprit is network congestion. NCF has investigated the problem and found that there was network congestion between the NCF network and the Bell Network at the aggregation point. We implemented a solution and we will continue to monitor it and make further adjustments as necessary.

See also:
*[[DSL speed]]
*[[Stages of DSL connection-making]] (learn how it should go)
*[[About DSL modem lights]] (what the lights can tell you)

=== General strategies for DSL problem-solving ===
* [[About DSL modem lights|Check the lights on your modem]] - the lights can tell you a lot of useful information.
* [[Modem Installation (DSL)|Check your installation]]. Are your wires connected and plugs seated securely?
* Check the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL help discussion group] to see how other members have solved the problem, or post a description of your problem so that other members can help. This is often faster than asking the NCF office because NCF members are often able to answer around the clock! Besides, one of NCF's founding motivations was to provide a means for people to help people.
* Check the internet for information using a search engine. There are lots of web pages on diagnosing and treating DSL problems.
* If you are pretty sure it is a problem with your phone line, please send a message to the NCF office (using the Office Message button on the [http://help.ncf.ca Help page]). Or if you hear static and noise on your voice calls (assuming you have voice service from Bell on the same line as your DSL), you can have Bell address that by dialing 611, it will help your DSL quality too.
* NCF is not-for-profit association owned by its members (including you), and the level of office support versus DSL price is something members decide as a group. In general, NCF members prefer to solve problems themselves or with the help of other members rather than pay more. (see [http://help.ncf.ca Help page])
* Bell offers a for-fee service for "line care", which costs about $100 for a year of coverage. Bell will investigate all problems inside or outside your location relating to DSL and voice for a year. This could be attractive for people with marginal DSL service, especially for the initial first year to get DSL working at your location.

===Testing at the demarcation point===
Before opening a ticket with Bell and possibly incurring a fee, you will want to make sure the problem is not with your inside house wiring. You can do this by plugging your DSL modem directly into the [https://en.wikipedia.org/wiki/Network_interface_device Network interface device box] or [https://en.wikipedia.org/wiki/Demarcation_point demarcation point], which bypasses your wiring and connects you directly to Bell's lines.

If the problem is solved, the issue is with your inside wiring and you will want to hire a licensed contractor to look into it for you.

If the problem persists, it is likely the issue is with Bell's wires leading into your home. You may wish to ask the NCF office to open a ticket with Bell, who will send a technician to make a service call.

<gallery>
File:Demarcation point.JPG|Demarcation point in a house built in 2000.
File:Demarcation point 02.JPG|Demarcation point in an older home
File:Demarcation point 03.JPG|Another style of demarcation point
</gallery>

===If you do not have DSL connection (no DSL or internet modem lights), your connection is intermittent or you experience low speed===
Here are some possible causes:

*DSL modem is connected to the phone line via a line filter
**Solution: The DSL modem must be ''directly'' connected to the phone line, without a line filter, remove any filter.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

*Modem not connected to working phone jack or to a line with DSL service
**Solution: If you have multiple phone lines at your location, be sure the modem is connected to the line with DSL service. If the line also has voice service (i.e., is not 'dry DSL'), there should be dial-tone if you plug in a phone at that jack.

*Telephone(s) or other devices not filtered on the same phone line
**Solution: All devices (other than the DSL modem itself) must be connected via a line filter (otherwise they may interfere with the DSL signal). Install filters or disconnect the other devices from the phone line.

*Outside line issues: Noise on your phone line. If you hear cracks, static, etc on your phone line, this can interfere with your DSL signal too
**Solution: Call 611 to report the problem to Bell. Tell them about the voice quality on your line being poor due to cracks, pops & static sounds. Probably best not to mention DSL, just focus on voice quality issues.

*Defective filter(s). If the DSL modem works well with all other devices temporarily unplugged from your line, maybe one of those devices has a defective filter
**Solution: Try to figure out which filter is defective by plugging the devices in one at a time. If one is found to be defective, replace it.

*Faulty inside wiring / phone jack(s). If your problems appear after adding a new phone or other device, or changing the wiring in your house, those changes are likely the cause of problems
**Solution: Repair your inside wiring. If unsuccessful, Bell offers a charge-by-the-hour service to find problems within your residence, call 611 to arrange for assistance.

*Distance from DSL service exceeds maximum distance. If you've never been able to obtain sync, maybe your location is too far from the nearest Bell service point
**Solution: NCF can work with Bell to assess this. Contact NCF via the [http://help.ncf.ca Help page].

*Electrical interference from AM radio, halogen lights, audio speakers, power supplies
**Solution: Locate the modem away from sources of electrical interference. Use shielded twisted pair cabling from the modem to the wall jack.

*Apartment intercom interference
**Some older-style apartment door intercoms actually cut into the phone line system and can interfere with DSL signals, causing a loss of connectivity. Many are being replaced by more modern systems that act as telephones and dial your home or cell phone number and won't interfere with DSL. If you determine this is the problem try discussing this with your landlord.

*Using low-quality phone wire between the phone jack and modem
**Solution: It is best to use just the phone line that was provide by the modem. If you need an extension to reach a jack, be sure it is high quality. Instead, consider using a longer ethernet cable to reach the computer (or use wireless instead).

*Modem overheating.
**Solution: Ensure the ventilation ports, usually located on the bottom of the modem are clear. Try mounting the modem on its side (vertically), on a hard surface or raised up on blocks so that airflow is optimal. If it was operating at a normal temperature and is now overheating it is likely about to fail and requires replacing.

*Spider webs
**Solution: Check that your telephone junction boxes are free of spider webs (they can conduct and interfere with short range, high frequency signals, says a local engineer who worked on early DSL-like hardware development).

*Wet weather, especially in the spring
**Solution: Often wet weather, especially during the spring melt, causes phone line performance to degrade (water gets in and temporarily changes the electrical characteristics of the line). Lines are supposed to be waterproof, but with age that can degrade. Such problems often 'dry up' as conditions improve.

*Failing modem
**Solution: Modems rarely just quit dead, many models seem to have failure modes where they keep working, but don't provide a good stable connection. You can borrow a "loaner modem" from the NCF office (deposit required). The staff will set it up with your account information and [[password]] so that you can just take it home and plug it in. If this solves problem then chances are that the problem is that your own modem is failing. If this '''does not''' solve the problem then it will rule out your modem as the cause of the issue.

===That didn't work, now what? ===
Nothing works? Try:
#Searching the internet for ideas
#Posting to the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group]
#If all those fail, try describing your problem to the NCF office via the Office Message system on the [http://help.ncf.ca Help page].

==Sagemcom modem: you're getting a "Welcome to Bell" page==
[[File:Sagemcom 2864 external view.JPG|thumb|right|300px|The Sagemcom 2864 high speed DSL modem]]
===The Symptom===
If this occurs, members see a Bell splash page when they enter their browser. The page requests a login (with Bell credentials) which our members can't complete.

No other modem configuration details are disturbed other than the Internet login.

===The Cause===
The root cause is not known for certain but may involve some type of reset signal on the DSL line

===The Fix===
The correct credentials need to be put back into the modem. Those credentials are:
user: xxx99@ncf.ca
password: ncf....

That can be done in at least 3 ways:
# on your own – we have instructions for this below
# NCF staff can walk you through on the phone
# you can bring the modem in and we'll deal with it here

===Instructions to change the Internet logon values===
Here are the instructions to recover full Internet access from the Sagemcom modem:

# connect a PC directly to the modem with an Ethernet cable
# Start up your favourite browser on the PC
# In the address bar, type 192.168.2.1 and hit enter
## you should see a login prompt
# at the prompt, user= 'admin', password=<your 12 character NCF DSL password>
## you should now see a 'Connection Hub' screen
# In the menu on the LH side of the page, click on 'Internet'
## you should now see a screen with a userid and password field – the userid will be 'sc.......'
# in the user field, enter your NCF id followed by '@ncf.ca' eg. aa000@ncf.ca
# in the password field, enter your NCF DSL password (12 chars)
# click the 'Save' button at the bottom of the page
# when you see the 'Settings Saved' message, the Internet light (the one with the @ sign) should begin to blink red and turn blue.

Access should be restored and your work done.

It's possible that a power cycle may be required to get the modem to recognize the configuration change so if a "Save" doesn't restore your Internet, try that.

==See also==
*[http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group] Draw on the expertise of fellow NCF members
*[[DSL speed]]
*[[Speed test (DSL)]] How to do a speed test of your DSL service
*[[Line stats (DSL)]] How to obtain and interpret line stats from your DSL modem
*[[SpeedTouch 516 and 585 on ADSL2+]]
*[[Computer Help]]

[[Category: DSL]]

Troubleshooting

2015-04-04T22:08:37Z

Xx175: /* If you have no connection, no DSL or internet modem lights, intermittent connection or low speed */

This page provides some troubleshooting tips and advice if your DSL service stops working.

== If it was working and now is not ==
If your service was working and is not working now, and you have not changed anything, chances are that the problem is a network outage. The best thing to do is wait to see if the problem resolves itself. Generally network problems will be solved within an hour. To check network status, go to http://www.bell.ca/Bell_Internet#

If you know another NCF DSL member you can ask them if their service is working.

Sometimes your modem may not notice that the network is back up. Try power-cycling your modem to force it to look for the network on restart.

== Start-up problems and chronic problems ==
If your service is chronically sub-optimal, below are some possible problems and possible solutions.

=== Background information about DSL ===
The low-frequency end of your phone line is reserved for voice signals. DSL works by using higher frequencies. Line filters keep the DSL signals from affecting non-DSL devices and also keep those devices from interfering with the DSL portion of the spectrum.

When your modem detects the DSL signal, it tries to synchronize with it (get ''in sync''). If it can do this, the modem is said to be ''in sync'' and the DSL/Broadband light will be green.

When a DSL signal is detected, the modem assesses the power spectrum of the line and decides how much bandwidth is available. If the line quality is poor, the modem will operate at lower speeds to reduce the number of errors. For best performance, good line quality is essential.

DSL signals weaken with distance, so DSL works best when your location is close to Bell equipment (DSLAM). Bell invests in DSLAM equipment in an area depending on many factors. If they have not yet installed a DSLAM near your location, they may not be able to offer as high bandwidth as in other locations, even ones nearby.

If performance (e.g., [[Speed test (DSL)|speed tests]]) on your line is significantly worse from that of your neighbours, chances are good that something is non-optimal at your location or on your line.

If you get expected speeds in the morning and late at night, but experience slower speeds in the evenings and on weekends then the likely culprit is network congestion. NCF has investigated the problem and found that there was network congestion between the NCF network and the Bell Network at the aggregation point. We implemented a solution and we will continue to monitor it and make further adjustments as necessary.

See also:
*[[DSL speed]]
*[[Stages of DSL connection-making]] (learn how it should go)
*[[About DSL modem lights]] (what the lights can tell you)

=== General strategies for DSL problem-solving ===
* [[About DSL modem lights|Check the lights on your modem]] - the lights can tell you a lot of useful information.
* [[Modem Installation (DSL)|Check your installation]]. Are your wires connected and plugs seated securely?
* Check the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL help discussion group] to see how other members have solved the problem, or post a description of your problem so that other members can help. This is often faster than asking the NCF office because NCF members are often able to answer around the clock! Besides, one of NCF's founding motivations was to provide a means for people to help people.
* Check the internet for information using a search engine. There are lots of web pages on diagnosing and treating DSL problems.
* If you are pretty sure it is a problem with your phone line, please send a message to the NCF office (using the Office Message button on the [http://help.ncf.ca Help page]). Or if you hear static and noise on your voice calls (assuming you have voice service from Bell on the same line as your DSL), you can have Bell address that by dialing 611, it will help your DSL quality too.
* NCF is not-for-profit association owned by its members (including you), and the level of office support versus DSL price is something members decide as a group. In general, NCF members prefer to solve problems themselves or with the help of other members rather than pay more. (see [http://help.ncf.ca Help page])
* Bell offers a for-fee service for "line care", which costs about $100 for a year of coverage. Bell will investigate all problems inside or outside your location relating to DSL and voice for a year. This could be attractive for people with marginal DSL service, especially for the initial first year to get DSL working at your location.

===Testing at the demarcation point===
Before opening a ticket with Bell and possibly incurring a fee, you will want to make sure the problem is not with your inside house wiring. You can do this by plugging your DSL modem directly into the [https://en.wikipedia.org/wiki/Network_interface_device Network interface device box] or [https://en.wikipedia.org/wiki/Demarcation_point demarcation point], which bypasses your wiring and connects you directly to Bell's lines.

If the problem is solved, the issue is with your inside wiring and you will want to hire a licensed contractor to look into it for you.

If the problem persists, it is likely the issue is with Bell's wires leading into your home. You may wish to ask the NCF office to open a ticket with Bell, who will send a technician to make a service call.

<gallery>
File:Demarcation point.JPG|Demarcation point in a house built in 2000.
File:Demarcation point 02.JPG|Demarcation point in an older home
File:Demarcation point 03.JPG|Another style of demarcation point
</gallery>

===If you do not have DSL connection (no DSL or internet modem lights), your connection is intermittent or you experience low speed===
Here are some possible causes:

*DSL modem is connected to the phone line via a line filter
**Solution: The DSL modem must be ''directly'' connected to the phone line, without a line filter, remove any filter.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

*Modem not connected to working phone jack or to a line with DSL service
**Solution: If you have multiple phone lines at your location, be sure the modem is connected to the line with DSL service. If the line also has voice service (i.e., is not 'dry DSL'), there should be dial-tone if you plug in a phone at that jack.

*Telephone(s) or other devices not filtered on the same phone line
**Solution: All devices (other than the DSL modem itself) must be connected via a line filter (otherwise they may interfere with the DSL signal). Install filters or disconnect the other devices from the phone line.

*Outside line issues: Noise on your phone line. If you hear cracks, static, etc on your phone line, this can interfere with your DSL signal too
**Solution: Call 611 to report the problem to Bell. Tell them about the voice quality on your line being poor due to cracks, pops & static sounds. Probably best not to mention DSL, just focus on voice quality issues.

*Defective filter(s). If the DSL modem works well with all other devices temporarily unplugged from your line, maybe one of those devices has a defective filter
**Solution: Try to figure out which filter is defective by plugging the devices in one at a time. If one is found to be defective, replace it.

*Faulty inside wiring / phone jack(s). If your problems appear after adding a new phone or other device, or changing the wiring in your house, those changes are likely the cause of problems
**Solution: Repair your inside wiring. If unsuccessful, Bell offers a charge-by-the-hour service to find problems within your residence, call 611 to arrange for assistance.

*Distance from DSL service exceeds maximum distance. If you've never been able to obtain sync, maybe your location is too far from the nearest Bell service point
**Solution: NCF can work with Bell to assess this. Contact NCF via the [http://help.ncf.ca Help page].

*Electrical interference from AM radio, halogen lights, audio speakers, power supplies
**Solution: Locate the modem away from sources of electrical interference. Use shielded twisted pair cabling from the modem to the wall jack.

*Apartment intercom interference
**Some older-style apartment door intercoms actually cut into the phone line system and can interfere with DSL signals, causing a loss of connectivity. Many are being replaced by more modern systems that act as telephones and dial your home or cell phone number and won't interfere with DSL. If you determine this is the problem try discussing this with your landlord.

*Using low-quality phone wire between the phone jack and modem
**Solution: It is best to use just the phone line that was provide by the modem. If you need an extension to reach a jack, be sure it is high quality. Instead, consider using a longer ethernet cable to reach the computer (or use wireless instead).

*Modem overheating.
**Solution: Ensure the ventilation ports, usually located on the bottom of the modem are clear. Try mounting the modem on its side (vertically), on a hard surface or raised up on blocks so that airflow is optimal. If it was operating at a normal temperature and is now overheating it is likely about to fail and requires replacing.

*Spider webs
**Solution: Check that your telephone junction boxes are free of spider webs (they can conduct and interfere with short range, high frequency signals, says a local engineer who worked on early DSL-like hardware development).

*Wet weather, especially in the spring
**Solution: Often wet weather, especially during the spring melt, causes phone line performance to degrade (water gets in and temporarily changes the electrical characteristics of the line). Lines are supposed to be waterproof, but with age that can degrade. Such problems often 'dry up' as conditions improve.

*Failing modem
**Solution: Modems rarely just quit dead, many models seem to have failure modes where they keep working, but don't provide a good stable connection. You can borrow a "loaner modem" from the NCF office (deposit required). The staff will set it up with your account information and [[password]] so that you can just take it home and plug it in. If this solves problem then chances are that the problem is that your own modem is failing. If this '''does not''' solve the problem then it will rule out your modem as the cause of the issue.

===That didn't work, now what? ===
Nothing works? Try:
#Searching the internet for ideas
#Posting to the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group]
#If all those fail, try describing your problem to the NCF office via the Office Message system on the [http://help.ncf.ca Help page].

==Sagemcom modem and you're getting a "Welcome to Bell" page==
[[File:Sagemcom 2864 external view.JPG|thumb|right|300px|The Sagemcom 2864 high speed DSL modem]]
===The Symptom===
If this occurs, members see a Bell splash page when they enter their browser. The page requests a login (with Bell credentials) which our members can't complete.

No other modem configuration details are disturbed other than the Internet login.

===The Cause===
The root cause is not known for certain but may involve some type of reset signal on the DSL line

===The Fix===
The correct credentials need to be put back into the modem. Those credentials are:
user: xxx99@ncf.ca
password: ncf....

That can be done in at least 3 ways:
# on your own – we have instructions for this below
# NCF staff can walk you through on the phone
# you can bring the modem in and we'll deal with it here

===Instructions to change the Internet logon values===
Here are the instructions to recover full Internet access from the Sagemcom modem:

# connect a PC directly to the modem with an Ethernet cable
# Start up your favourite browser on the PC
# In the address bar, type 192.168.2.1 and hit enter
## you should see a login prompt
# at the prompt, user= 'admin', password=<your 12 character NCF DSL password>
## you should now see a 'Connection Hub' screen
# In the menu on the LH side of the page, click on 'Internet'
## you should now see a screen with a userid and password field – the userid will be 'sc.......'
# in the user field, enter your NCF id followed by '@ncf.ca' eg. aa000@ncf.ca
# in the password field, enter your NCF DSL password (12 chars)
# click the 'Save' button at the bottom of the page
# when you see the 'Settings Saved' message, the Internet light (the one with the @ sign) should begin to blink red and turn blue.

Access should be restored and your work done.

It's possible that a power cycle may be required to get the modem to recognize the configuration change so if a "Save" doesn't restore your Internet, try that.

==See also==
*[http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group] Draw on the expertise of fellow NCF members
*[[DSL speed]]
*[[Speed test (DSL)]] How to do a speed test of your DSL service
*[[Line stats (DSL)]] How to obtain and interpret line stats from your DSL modem
*[[SpeedTouch 516 and 585 on ADSL2+]]
*[[Computer Help]]

[[Category: DSL]]

Troubleshooting

2015-04-04T22:06:30Z

Xx175: /* If you have no connection, no DSL or internet modem lights, intermittent connection or low speed */

This page provides some troubleshooting tips and advice if your DSL service stops working.

== If it was working and now is not ==
If your service was working and is not working now, and you have not changed anything, chances are that the problem is a network outage. The best thing to do is wait to see if the problem resolves itself. Generally network problems will be solved within an hour. To check network status, go to http://www.bell.ca/Bell_Internet#

If you know another NCF DSL member you can ask them if their service is working.

Sometimes your modem may not notice that the network is back up. Try power-cycling your modem to force it to look for the network on restart.

== Start-up problems and chronic problems ==
If your service is chronically sub-optimal, below are some possible problems and possible solutions.

=== Background information about DSL ===
The low-frequency end of your phone line is reserved for voice signals. DSL works by using higher frequencies. Line filters keep the DSL signals from affecting non-DSL devices and also keep those devices from interfering with the DSL portion of the spectrum.

When your modem detects the DSL signal, it tries to synchronize with it (get ''in sync''). If it can do this, the modem is said to be ''in sync'' and the DSL/Broadband light will be green.

When a DSL signal is detected, the modem assesses the power spectrum of the line and decides how much bandwidth is available. If the line quality is poor, the modem will operate at lower speeds to reduce the number of errors. For best performance, good line quality is essential.

DSL signals weaken with distance, so DSL works best when your location is close to Bell equipment (DSLAM). Bell invests in DSLAM equipment in an area depending on many factors. If they have not yet installed a DSLAM near your location, they may not be able to offer as high bandwidth as in other locations, even ones nearby.

If performance (e.g., [[Speed test (DSL)|speed tests]]) on your line is significantly worse from that of your neighbours, chances are good that something is non-optimal at your location or on your line.

If you get expected speeds in the morning and late at night, but experience slower speeds in the evenings and on weekends then the likely culprit is network congestion. NCF has investigated the problem and found that there was network congestion between the NCF network and the Bell Network at the aggregation point. We implemented a solution and we will continue to monitor it and make further adjustments as necessary.

See also:
*[[DSL speed]]
*[[Stages of DSL connection-making]] (learn how it should go)
*[[About DSL modem lights]] (what the lights can tell you)

=== General strategies for DSL problem-solving ===
* [[About DSL modem lights|Check the lights on your modem]] - the lights can tell you a lot of useful information.
* [[Modem Installation (DSL)|Check your installation]]. Are your wires connected and plugs seated securely?
* Check the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL help discussion group] to see how other members have solved the problem, or post a description of your problem so that other members can help. This is often faster than asking the NCF office because NCF members are often able to answer around the clock! Besides, one of NCF's founding motivations was to provide a means for people to help people.
* Check the internet for information using a search engine. There are lots of web pages on diagnosing and treating DSL problems.
* If you are pretty sure it is a problem with your phone line, please send a message to the NCF office (using the Office Message button on the [http://help.ncf.ca Help page]). Or if you hear static and noise on your voice calls (assuming you have voice service from Bell on the same line as your DSL), you can have Bell address that by dialing 611, it will help your DSL quality too.
* NCF is not-for-profit association owned by its members (including you), and the level of office support versus DSL price is something members decide as a group. In general, NCF members prefer to solve problems themselves or with the help of other members rather than pay more. (see [http://help.ncf.ca Help page])
* Bell offers a for-fee service for "line care", which costs about $100 for a year of coverage. Bell will investigate all problems inside or outside your location relating to DSL and voice for a year. This could be attractive for people with marginal DSL service, especially for the initial first year to get DSL working at your location.

===Testing at the demarcation point===
Before opening a ticket with Bell and possibly incurring a fee, you will want to make sure the problem is not with your inside house wiring. You can do this by plugging your DSL modem directly into the [https://en.wikipedia.org/wiki/Network_interface_device Network interface device box] or [https://en.wikipedia.org/wiki/Demarcation_point demarcation point], which bypasses your wiring and connects you directly to Bell's lines.

If the problem is solved, the issue is with your inside wiring and you will want to hire a licensed contractor to look into it for you.

If the problem persists, it is likely the issue is with Bell's wires leading into your home. You may wish to ask the NCF office to open a ticket with Bell, who will send a technician to make a service call.

<gallery>
File:Demarcation point.JPG|Demarcation point in a house built in 2000.
File:Demarcation point 02.JPG|Demarcation point in an older home
File:Demarcation point 03.JPG|Another style of demarcation point
</gallery>

===If you have no connection, no DSL or internet modem lights, intermittent connection or low speed===
Here are some possible causes:

*DSL modem is connected to the phone line via a line filter
**Solution: The DSL modem must be ''directly'' connected to the phone line, without a line filter, remove any filter.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

*Modem not connected to working phone jack or to a line with DSL service
**Solution: If you have multiple phone lines at your location, be sure the modem is connected to the line with DSL service. If the line also has voice service (i.e., is not 'dry DSL'), there should be dial-tone if you plug in a phone at that jack.

*Telephone(s) or other devices not filtered on the same phone line
**Solution: All devices (other than the DSL modem itself) must be connected via a line filter (otherwise they may interfere with the DSL signal). Install filters or disconnect the other devices from the phone line.

*Outside line issues: Noise on your phone line. If you hear cracks, static, etc on your phone line, this can interfere with your DSL signal too
**Solution: Call 611 to report the problem to Bell. Tell them about the voice quality on your line being poor due to cracks, pops & static sounds. Probably best not to mention DSL, just focus on voice quality issues.

*Defective filter(s). If the DSL modem works well with all other devices temporarily unplugged from your line, maybe one of those devices has a defective filter
**Solution: Try to figure out which filter is defective by plugging the devices in one at a time. If one is found to be defective, replace it.

*Faulty inside wiring / phone jack(s). If your problems appear after adding a new phone or other device, or changing the wiring in your house, those changes are likely the cause of problems
**Solution: Repair your inside wiring. If unsuccessful, Bell offers a charge-by-the-hour service to find problems within your residence, call 611 to arrange for assistance.

*Distance from DSL service exceeds maximum distance. If you've never been able to obtain sync, maybe your location is too far from the nearest Bell service point
**Solution: NCF can work with Bell to assess this. Contact NCF via the [http://help.ncf.ca Help page].

*Electrical interference from AM radio, halogen lights, audio speakers, power supplies
**Solution: Locate the modem away from sources of electrical interference. Use shielded twisted pair cabling from the modem to the wall jack.

*Apartment intercom interference
**Some older-style apartment door intercoms actually cut into the phone line system and can interfere with DSL signals, causing a loss of connectivity. Many are being replaced by more modern systems that act as telephones and dial your home or cell phone number and won't interfere with DSL. If you determine this is the problem try discussing this with your landlord.

*Using low-quality phone wire between the phone jack and modem
**Solution: It is best to use just the phone line that was provide by the modem. If you need an extension to reach a jack, be sure it is high quality. Instead, consider using a longer ethernet cable to reach the computer (or use wireless instead).

*Modem overheating.
**Solution: Ensure the ventilation ports, usually located on the bottom of the modem are clear. Try mounting the modem on its side (vertically), on a hard surface or raised up on blocks so that airflow is optimal. If it was operating at a normal temperature and is now overheating it is likely about to fail and requires replacing.

*Spider webs
**Solution: Check that your telephone junction boxes are free of spider webs (they can conduct and interfere with short range, high frequency signals, says a local engineer who worked on early DSL-like hardware development).

*Wet weather, especially in the spring
**Solution: Often wet weather, especially during the spring melt, causes phone line performance to degrade (water gets in and temporarily changes the electrical characteristics of the line). Lines are supposed to be waterproof, but with age that can degrade. Such problems often 'dry up' as conditions improve.

*Failing modem
**Solution: Modems rarely just quit dead, many models seem to have failure modes where they keep working, but don't provide a good stable connection. You can borrow a "loaner modem" from the NCF office (deposit required). The staff will set it up with your account information and [[password]] so that you can just take it home and plug it in. If this solves problem then chances are that the problem is that your own modem is failing. If this '''does not''' solve the problem then it will rule out your modem as the cause of the issue.

===That didn't work, now what? ===
Nothing works? Try:
#Searching the internet for ideas
#Posting to the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group]
#If all those fail, try describing your problem to the NCF office via the Office Message system on the [http://help.ncf.ca Help page].

==Sagemcom modem and you're getting a "Welcome to Bell" page==
[[File:Sagemcom 2864 external view.JPG|thumb|right|300px|The Sagemcom 2864 high speed DSL modem]]
===The Symptom===
If this occurs, members see a Bell splash page when they enter their browser. The page requests a login (with Bell credentials) which our members can't complete.

No other modem configuration details are disturbed other than the Internet login.

===The Cause===
The root cause is not known for certain but may involve some type of reset signal on the DSL line

===The Fix===
The correct credentials need to be put back into the modem. Those credentials are:
user: xxx99@ncf.ca
password: ncf....

That can be done in at least 3 ways:
# on your own – we have instructions for this below
# NCF staff can walk you through on the phone
# you can bring the modem in and we'll deal with it here

===Instructions to change the Internet logon values===
Here are the instructions to recover full Internet access from the Sagemcom modem:

# connect a PC directly to the modem with an Ethernet cable
# Start up your favourite browser on the PC
# In the address bar, type 192.168.2.1 and hit enter
## you should see a login prompt
# at the prompt, user= 'admin', password=<your 12 character NCF DSL password>
## you should now see a 'Connection Hub' screen
# In the menu on the LH side of the page, click on 'Internet'
## you should now see a screen with a userid and password field – the userid will be 'sc.......'
# in the user field, enter your NCF id followed by '@ncf.ca' eg. aa000@ncf.ca
# in the password field, enter your NCF DSL password (12 chars)
# click the 'Save' button at the bottom of the page
# when you see the 'Settings Saved' message, the Internet light (the one with the @ sign) should begin to blink red and turn blue.

Access should be restored and your work done.

It's possible that a power cycle may be required to get the modem to recognize the configuration change so if a "Save" doesn't restore your Internet, try that.

==See also==
*[http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group] Draw on the expertise of fellow NCF members
*[[DSL speed]]
*[[Speed test (DSL)]] How to do a speed test of your DSL service
*[[Line stats (DSL)]] How to obtain and interpret line stats from your DSL modem
*[[SpeedTouch 516 and 585 on ADSL2+]]
*[[Computer Help]]

[[Category: DSL]]

Troubleshooting

2015-04-04T21:50:39Z

Xx175: /* If you have no connection, no DSL or internet modem lights, intermittent connection or low speed */

This page provides some troubleshooting tips and advice if your DSL service stops working.

== If it was working and now is not ==
If your service was working and is not working now, and you have not changed anything, chances are that the problem is a network outage. The best thing to do is wait to see if the problem resolves itself. Generally network problems will be solved within an hour. To check network status, go to http://www.bell.ca/Bell_Internet#

If you know another NCF DSL member you can ask them if their service is working.

Sometimes your modem may not notice that the network is back up. Try power-cycling your modem to force it to look for the network on restart.

== Start-up problems and chronic problems ==
If your service is chronically sub-optimal, below are some possible problems and possible solutions.

=== Background information about DSL ===
The low-frequency end of your phone line is reserved for voice signals. DSL works by using higher frequencies. Line filters keep the DSL signals from affecting non-DSL devices and also keep those devices from interfering with the DSL portion of the spectrum.

When your modem detects the DSL signal, it tries to synchronize with it (get ''in sync''). If it can do this, the modem is said to be ''in sync'' and the DSL/Broadband light will be green.

When a DSL signal is detected, the modem assesses the power spectrum of the line and decides how much bandwidth is available. If the line quality is poor, the modem will operate at lower speeds to reduce the number of errors. For best performance, good line quality is essential.

DSL signals weaken with distance, so DSL works best when your location is close to Bell equipment (DSLAM). Bell invests in DSLAM equipment in an area depending on many factors. If they have not yet installed a DSLAM near your location, they may not be able to offer as high bandwidth as in other locations, even ones nearby.

If performance (e.g., [[Speed test (DSL)|speed tests]]) on your line is significantly worse from that of your neighbours, chances are good that something is non-optimal at your location or on your line.

If you get expected speeds in the morning and late at night, but experience slower speeds in the evenings and on weekends then the likely culprit is network congestion. NCF has investigated the problem and found that there was network congestion between the NCF network and the Bell Network at the aggregation point. We implemented a solution and we will continue to monitor it and make further adjustments as necessary.

See also:
*[[DSL speed]]
*[[Stages of DSL connection-making]] (learn how it should go)
*[[About DSL modem lights]] (what the lights can tell you)

=== General strategies for DSL problem-solving ===
* [[About DSL modem lights|Check the lights on your modem]] - the lights can tell you a lot of useful information.
* [[Modem Installation (DSL)|Check your installation]]. Are your wires connected and plugs seated securely?
* Check the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL help discussion group] to see how other members have solved the problem, or post a description of your problem so that other members can help. This is often faster than asking the NCF office because NCF members are often able to answer around the clock! Besides, one of NCF's founding motivations was to provide a means for people to help people.
* Check the internet for information using a search engine. There are lots of web pages on diagnosing and treating DSL problems.
* If you are pretty sure it is a problem with your phone line, please send a message to the NCF office (using the Office Message button on the [http://help.ncf.ca Help page]). Or if you hear static and noise on your voice calls (assuming you have voice service from Bell on the same line as your DSL), you can have Bell address that by dialing 611, it will help your DSL quality too.
* NCF is not-for-profit association owned by its members (including you), and the level of office support versus DSL price is something members decide as a group. In general, NCF members prefer to solve problems themselves or with the help of other members rather than pay more. (see [http://help.ncf.ca Help page])
* Bell offers a for-fee service for "line care", which costs about $100 for a year of coverage. Bell will investigate all problems inside or outside your location relating to DSL and voice for a year. This could be attractive for people with marginal DSL service, especially for the initial first year to get DSL working at your location.

===Testing at the demarcation point===
Before opening a ticket with Bell and possibly incurring a fee, you will want to make sure the problem is not with your inside house wiring. You can do this by plugging your DSL modem directly into the [https://en.wikipedia.org/wiki/Network_interface_device Network interface device box] or [https://en.wikipedia.org/wiki/Demarcation_point demarcation point], which bypasses your wiring and connects you directly to Bell's lines.

If the problem is solved, the issue is with your inside wiring and you will want to hire a licensed contractor to look into it for you.

If the problem persists, it is likely the issue is with Bell's wires leading into your home. You may wish to ask the NCF office to open a ticket with Bell, who will send a technician to make a service call.

<gallery>
File:Demarcation point.JPG|Demarcation point in a house built in 2000.
File:Demarcation point 02.JPG|Demarcation point in an older home
File:Demarcation point 03.JPG|Another style of demarcation point
</gallery>

===If you have no connection, no DSL or internet modem lights, intermittent connection or low speed===
Here are some possible causes:

*DSL modem is connected to the phone line via a line filter
**Solution: The DSL modem must be ''directly'' connected to the phone line, without a line filter, remove any filter.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

*Modem not connected to working phone jack or to a line with DSL service.
**Solution: If you have multiple phone lines at your location, be sure the modem is connected to the line with DSL service. If the line also has voice service (ie., is not 'dry DSL'), there should be dial-tone if you plug in a phone at that jack.

*Telephone(s) or other devices not filtered on the same phone line.
**Possible solution: All devices (other than the DSL modem itself) must be connected via a line filter (otherwise they may interfere with the DSL signal). Install filters or disconnect the other devices from the phone line.

*Outside line issues: Noise on your phone line. If you hear cracking, static, etc on your phone line, this can interfere with your DSL signal too.
**Possible solution: Call 611 to report the problem to Bell Canada. Tell them about the voice quality on your line being poor due to cracks & pops & static sounds. (Probably best not to mention DSL, just focus on voice quality issues.)

*Defective filter(s). If the DSL modem works well with all other devices temporarily unplugged from your line, maybe one of those devices has a defective filter.
**Possible solution: Try to figure out which filter is defective by plugging the devices in one at a time. If one is found to be defective, replace it.

*Faulty inside wiring / phone jack(s). If your problems appear after adding a new phone or other device, or changing the wiring in your house, those changes are likely the cause of problems.
**Possible solution: Try to repair your inside wiring. If unsuccessful, Bell Canada offers a charge-by-the-hour service to find problems within your residence, call 611 to arrange for assistance.

*Distance from DSL service exceeds maximum distance. If you've never been able to obtain sync, maybe your location is too far from the nearest Bell service point.
**Possible solution: NCF can work with Bell to assess this. Contact NCF via the [http://help.ncf.ca Help page].

*Electrical interference from AM radio, halogen lights, audio speakers, power supplies.
**Possible solution: Locate the modem away from sources of electrical interference. Use shielded twisted pair cabling from the modem to the wall jack.

*Apartment intercom interference
**Some older-style apartment door intercoms actually cut into the phone line system and can interfere with DSL signals, causing a loss of connectivity. Many are being replaced by more modern systems that act as telephones and dial your home or cell phone number and won't interfere with DSL. If you determine this is the problem try discussing this with your landlord.

*Using low-quality phone wire between the phone jack and modem.
**Possible solution: It is best to use just the phone line that was provide by the modem. If you need an extension to reach a jack, be sure it is high quality. Instead, consider using a longer ethernet cable to reach the computer (or use wireless instead).

*Modem overheating.
**Possible solution: Make sure the ventilation ports, usually located on the bottom of the modem are clear. Try mounting the modem on its side (vertically), on a hard surface or raised up on blocks so that air flow is optimal. If it was operating at a normal temperature and is now overheating it is likely about to fail and requires replacing.

*Spider webs.
**Possible solution: Check that your telephone junction boxes are free of spider webs (they can conduct and interfere with short range, high frequency signals, says a local engineer who worked on early DSL-like hardware development).

*Wet weather, especially in the spring
**Possible solution: Often wet weather, especially during the spring melt, causes phone line performance to degrade (water gets in and temporarily changes the electrical characteristics of the line). Lines are supposed to be waterproof, but with age that can degrade. Such problems often 'dry up' as conditions improve.

*Failing modem
**Possible solution: Modems don't just quit dead, many models seem to have failure modes where they keep working, but don't provide a good stable connection. You can borrow a "loaner modem" from the NCF office. The staff will set it up with your account information and [[password]] so that you can just take it home and plug it in. If this solves problem then chances are that the problem is that your own modem is failing. If this '''does not''' solve the problem then it will rule out your modem as the cause of the issue.

===That didn't work, now what? ===
Nothing works? Try:
#Searching the internet for ideas
#Posting to the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group]
#If all those fail, try describing your problem to the NCF office via the Office Message system on the [http://help.ncf.ca Help page].

==Sagemcom modem and you're getting a "Welcome to Bell" page==
[[File:Sagemcom 2864 external view.JPG|thumb|right|300px|The Sagemcom 2864 high speed DSL modem]]
===The Symptom===
If this occurs, members see a Bell splash page when they enter their browser. The page requests a login (with Bell credentials) which our members can't complete.

No other modem configuration details are disturbed other than the Internet login.

===The Cause===
The root cause is not known for certain but may involve some type of reset signal on the DSL line

===The Fix===
The correct credentials need to be put back into the modem. Those credentials are:
user: xxx99@ncf.ca
password: ncf....

That can be done in at least 3 ways:
# on your own – we have instructions for this below
# NCF staff can walk you through on the phone
# you can bring the modem in and we'll deal with it here

===Instructions to change the Internet logon values===
Here are the instructions to recover full Internet access from the Sagemcom modem:

# connect a PC directly to the modem with an Ethernet cable
# Start up your favourite browser on the PC
# In the address bar, type 192.168.2.1 and hit enter
## you should see a login prompt
# at the prompt, user= 'admin', password=<your 12 character NCF DSL password>
## you should now see a 'Connection Hub' screen
# In the menu on the LH side of the page, click on 'Internet'
## you should now see a screen with a userid and password field – the userid will be 'sc.......'
# in the user field, enter your NCF id followed by '@ncf.ca' eg. aa000@ncf.ca
# in the password field, enter your NCF DSL password (12 chars)
# click the 'Save' button at the bottom of the page
# when you see the 'Settings Saved' message, the Internet light (the one with the @ sign) should begin to blink red and turn blue.

Access should be restored and your work done.

It's possible that a power cycle may be required to get the modem to recognize the configuration change so if a "Save" doesn't restore your Internet, try that.

==See also==
*[http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group] Draw on the expertise of fellow NCF members
*[[DSL speed]]
*[[Speed test (DSL)]] How to do a speed test of your DSL service
*[[Line stats (DSL)]] How to obtain and interpret line stats from your DSL modem
*[[SpeedTouch 516 and 585 on ADSL2+]]
*[[Computer Help]]

[[Category: DSL]]

Troubleshooting

2015-04-04T21:50:08Z

Xx175: /* If you have no connection, no DSL or internet modem lights, intermittent connection or low speed */

This page provides some troubleshooting tips and advice if your DSL service stops working.

== If it was working and now is not ==
If your service was working and is not working now, and you have not changed anything, chances are that the problem is a network outage. The best thing to do is wait to see if the problem resolves itself. Generally network problems will be solved within an hour. To check network status, go to http://www.bell.ca/Bell_Internet#

If you know another NCF DSL member you can ask them if their service is working.

Sometimes your modem may not notice that the network is back up. Try power-cycling your modem to force it to look for the network on restart.

== Start-up problems and chronic problems ==
If your service is chronically sub-optimal, below are some possible problems and possible solutions.

=== Background information about DSL ===
The low-frequency end of your phone line is reserved for voice signals. DSL works by using higher frequencies. Line filters keep the DSL signals from affecting non-DSL devices and also keep those devices from interfering with the DSL portion of the spectrum.

When your modem detects the DSL signal, it tries to synchronize with it (get ''in sync''). If it can do this, the modem is said to be ''in sync'' and the DSL/Broadband light will be green.

When a DSL signal is detected, the modem assesses the power spectrum of the line and decides how much bandwidth is available. If the line quality is poor, the modem will operate at lower speeds to reduce the number of errors. For best performance, good line quality is essential.

DSL signals weaken with distance, so DSL works best when your location is close to Bell equipment (DSLAM). Bell invests in DSLAM equipment in an area depending on many factors. If they have not yet installed a DSLAM near your location, they may not be able to offer as high bandwidth as in other locations, even ones nearby.

If performance (e.g., [[Speed test (DSL)|speed tests]]) on your line is significantly worse from that of your neighbours, chances are good that something is non-optimal at your location or on your line.

If you get expected speeds in the morning and late at night, but experience slower speeds in the evenings and on weekends then the likely culprit is network congestion. NCF has investigated the problem and found that there was network congestion between the NCF network and the Bell Network at the aggregation point. We implemented a solution and we will continue to monitor it and make further adjustments as necessary.

See also:
*[[DSL speed]]
*[[Stages of DSL connection-making]] (learn how it should go)
*[[About DSL modem lights]] (what the lights can tell you)

=== General strategies for DSL problem-solving ===
* [[About DSL modem lights|Check the lights on your modem]] - the lights can tell you a lot of useful information.
* [[Modem Installation (DSL)|Check your installation]]. Are your wires connected and plugs seated securely?
* Check the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL help discussion group] to see how other members have solved the problem, or post a description of your problem so that other members can help. This is often faster than asking the NCF office because NCF members are often able to answer around the clock! Besides, one of NCF's founding motivations was to provide a means for people to help people.
* Check the internet for information using a search engine. There are lots of web pages on diagnosing and treating DSL problems.
* If you are pretty sure it is a problem with your phone line, please send a message to the NCF office (using the Office Message button on the [http://help.ncf.ca Help page]). Or if you hear static and noise on your voice calls (assuming you have voice service from Bell on the same line as your DSL), you can have Bell address that by dialing 611, it will help your DSL quality too.
* NCF is not-for-profit association owned by its members (including you), and the level of office support versus DSL price is something members decide as a group. In general, NCF members prefer to solve problems themselves or with the help of other members rather than pay more. (see [http://help.ncf.ca Help page])
* Bell offers a for-fee service for "line care", which costs about $100 for a year of coverage. Bell will investigate all problems inside or outside your location relating to DSL and voice for a year. This could be attractive for people with marginal DSL service, especially for the initial first year to get DSL working at your location.

===Testing at the demarcation point===
Before opening a ticket with Bell and possibly incurring a fee, you will want to make sure the problem is not with your inside house wiring. You can do this by plugging your DSL modem directly into the [https://en.wikipedia.org/wiki/Network_interface_device Network interface device box] or [https://en.wikipedia.org/wiki/Demarcation_point demarcation point], which bypasses your wiring and connects you directly to Bell's lines.

If the problem is solved, the issue is with your inside wiring and you will want to hire a licensed contractor to look into it for you.

If the problem persists, it is likely the issue is with Bell's wires leading into your home. You may wish to ask the NCF office to open a ticket with Bell, who will send a technician to make a service call.

<gallery>
File:Demarcation point.JPG|Demarcation point in a house built in 2000.
File:Demarcation point 02.JPG|Demarcation point in an older home
File:Demarcation point 03.JPG|Another style of demarcation point
</gallery>

===If you have no connection, no DSL or internet modem lights, intermittent connection or low speed===
Here are some possible causes:

*DSL modem is connected to the phone line via a line filter
**Possible solution: The DSL modem must be ''directly'' connected to the phone line, without a line filter, remove any filter.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

*Modem not connected to working phone jack or to a line with DSL service.
**Solution: If you have multiple phone lines at your location, be sure the modem is connected to the line with DSL service. If the line also has voice service (ie., is not 'dry DSL'), there should be dial-tone if you plug in a phone at that jack.

*Telephone(s) or other devices not filtered on the same phone line.
**Possible solution: All devices (other than the DSL modem itself) must be connected via a line filter (otherwise they may interfere with the DSL signal). Install filters or disconnect the other devices from the phone line.

*Outside line issues: Noise on your phone line. If you hear cracking, static, etc on your phone line, this can interfere with your DSL signal too.
**Possible solution: Call 611 to report the problem to Bell Canada. Tell them about the voice quality on your line being poor due to cracks & pops & static sounds. (Probably best not to mention DSL, just focus on voice quality issues.)

*Defective filter(s). If the DSL modem works well with all other devices temporarily unplugged from your line, maybe one of those devices has a defective filter.
**Possible solution: Try to figure out which filter is defective by plugging the devices in one at a time. If one is found to be defective, replace it.

*Faulty inside wiring / phone jack(s). If your problems appear after adding a new phone or other device, or changing the wiring in your house, those changes are likely the cause of problems.
**Possible solution: Try to repair your inside wiring. If unsuccessful, Bell Canada offers a charge-by-the-hour service to find problems within your residence, call 611 to arrange for assistance.

*Distance from DSL service exceeds maximum distance. If you've never been able to obtain sync, maybe your location is too far from the nearest Bell service point.
**Possible solution: NCF can work with Bell to assess this. Contact NCF via the [http://help.ncf.ca Help page].

*Electrical interference from AM radio, halogen lights, audio speakers, power supplies.
**Possible solution: Locate the modem away from sources of electrical interference. Use shielded twisted pair cabling from the modem to the wall jack.

*Apartment intercom interference
**Some older-style apartment door intercoms actually cut into the phone line system and can interfere with DSL signals, causing a loss of connectivity. Many are being replaced by more modern systems that act as telephones and dial your home or cell phone number and won't interfere with DSL. If you determine this is the problem try discussing this with your landlord.

*Using low-quality phone wire between the phone jack and modem.
**Possible solution: It is best to use just the phone line that was provide by the modem. If you need an extension to reach a jack, be sure it is high quality. Instead, consider using a longer ethernet cable to reach the computer (or use wireless instead).

*Modem overheating.
**Possible solution: Make sure the ventilation ports, usually located on the bottom of the modem are clear. Try mounting the modem on its side (vertically), on a hard surface or raised up on blocks so that air flow is optimal. If it was operating at a normal temperature and is now overheating it is likely about to fail and requires replacing.

*Spider webs.
**Possible solution: Check that your telephone junction boxes are free of spider webs (they can conduct and interfere with short range, high frequency signals, says a local engineer who worked on early DSL-like hardware development).

*Wet weather, especially in the spring
**Possible solution: Often wet weather, especially during the spring melt, causes phone line performance to degrade (water gets in and temporarily changes the electrical characteristics of the line). Lines are supposed to be waterproof, but with age that can degrade. Such problems often 'dry up' as conditions improve.

*Failing modem
**Possible solution: Modems don't just quit dead, many models seem to have failure modes where they keep working, but don't provide a good stable connection. You can borrow a "loaner modem" from the NCF office. The staff will set it up with your account information and [[password]] so that you can just take it home and plug it in. If this solves problem then chances are that the problem is that your own modem is failing. If this '''does not''' solve the problem then it will rule out your modem as the cause of the issue.

===That didn't work, now what? ===
Nothing works? Try:
#Searching the internet for ideas
#Posting to the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group]
#If all those fail, try describing your problem to the NCF office via the Office Message system on the [http://help.ncf.ca Help page].

==Sagemcom modem and you're getting a "Welcome to Bell" page==
[[File:Sagemcom 2864 external view.JPG|thumb|right|300px|The Sagemcom 2864 high speed DSL modem]]
===The Symptom===
If this occurs, members see a Bell splash page when they enter their browser. The page requests a login (with Bell credentials) which our members can't complete.

No other modem configuration details are disturbed other than the Internet login.

===The Cause===
The root cause is not known for certain but may involve some type of reset signal on the DSL line

===The Fix===
The correct credentials need to be put back into the modem. Those credentials are:
user: xxx99@ncf.ca
password: ncf....

That can be done in at least 3 ways:
# on your own – we have instructions for this below
# NCF staff can walk you through on the phone
# you can bring the modem in and we'll deal with it here

===Instructions to change the Internet logon values===
Here are the instructions to recover full Internet access from the Sagemcom modem:

# connect a PC directly to the modem with an Ethernet cable
# Start up your favourite browser on the PC
# In the address bar, type 192.168.2.1 and hit enter
## you should see a login prompt
# at the prompt, user= 'admin', password=<your 12 character NCF DSL password>
## you should now see a 'Connection Hub' screen
# In the menu on the LH side of the page, click on 'Internet'
## you should now see a screen with a userid and password field – the userid will be 'sc.......'
# in the user field, enter your NCF id followed by '@ncf.ca' eg. aa000@ncf.ca
# in the password field, enter your NCF DSL password (12 chars)
# click the 'Save' button at the bottom of the page
# when you see the 'Settings Saved' message, the Internet light (the one with the @ sign) should begin to blink red and turn blue.

Access should be restored and your work done.

It's possible that a power cycle may be required to get the modem to recognize the configuration change so if a "Save" doesn't restore your Internet, try that.

==See also==
*[http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group] Draw on the expertise of fellow NCF members
*[[DSL speed]]
*[[Speed test (DSL)]] How to do a speed test of your DSL service
*[[Line stats (DSL)]] How to obtain and interpret line stats from your DSL modem
*[[SpeedTouch 516 and 585 on ADSL2+]]
*[[Computer Help]]

[[Category: DSL]]

Troubleshooting

2015-04-04T21:47:27Z

Xx175: /* Background information about DSL */

This page provides some troubleshooting tips and advice if your DSL service stops working.

== If it was working and now is not ==
If your service was working and is not working now, and you have not changed anything, chances are that the problem is a network outage. The best thing to do is wait to see if the problem resolves itself. Generally network problems will be solved within an hour. To check network status, go to http://www.bell.ca/Bell_Internet#

If you know another NCF DSL member you can ask them if their service is working.

Sometimes your modem may not notice that the network is back up. Try power-cycling your modem to force it to look for the network on restart.

== Start-up problems and chronic problems ==
If your service is chronically sub-optimal, below are some possible problems and possible solutions.

=== Background information about DSL ===
The low-frequency end of your phone line is reserved for voice signals. DSL works by using higher frequencies. Line filters keep the DSL signals from affecting non-DSL devices and also keep those devices from interfering with the DSL portion of the spectrum.

When your modem detects the DSL signal, it tries to synchronize with it (get ''in sync''). If it can do this, the modem is said to be ''in sync'' and the DSL/Broadband light will be green.

When a DSL signal is detected, the modem assesses the power spectrum of the line and decides how much bandwidth is available. If the line quality is poor, the modem will operate at lower speeds to reduce the number of errors. For best performance, good line quality is essential.

DSL signals weaken with distance, so DSL works best when your location is close to Bell equipment (DSLAM). Bell invests in DSLAM equipment in an area depending on many factors. If they have not yet installed a DSLAM near your location, they may not be able to offer as high bandwidth as in other locations, even ones nearby.

If performance (e.g., [[Speed test (DSL)|speed tests]]) on your line is significantly worse from that of your neighbours, chances are good that something is non-optimal at your location or on your line.

If you get expected speeds in the morning and late at night, but experience slower speeds in the evenings and on weekends then the likely culprit is network congestion. NCF has investigated the problem and found that there was network congestion between the NCF network and the Bell Network at the aggregation point. We implemented a solution and we will continue to monitor it and make further adjustments as necessary.

See also:
*[[DSL speed]]
*[[Stages of DSL connection-making]] (learn how it should go)
*[[About DSL modem lights]] (what the lights can tell you)

=== General strategies for DSL problem-solving ===
* [[About DSL modem lights|Check the lights on your modem]] - the lights can tell you a lot of useful information.
* [[Modem Installation (DSL)|Check your installation]]. Are your wires connected and plugs seated securely?
* Check the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL help discussion group] to see how other members have solved the problem, or post a description of your problem so that other members can help. This is often faster than asking the NCF office because NCF members are often able to answer around the clock! Besides, one of NCF's founding motivations was to provide a means for people to help people.
* Check the internet for information using a search engine. There are lots of web pages on diagnosing and treating DSL problems.
* If you are pretty sure it is a problem with your phone line, please send a message to the NCF office (using the Office Message button on the [http://help.ncf.ca Help page]). Or if you hear static and noise on your voice calls (assuming you have voice service from Bell on the same line as your DSL), you can have Bell address that by dialing 611, it will help your DSL quality too.
* NCF is not-for-profit association owned by its members (including you), and the level of office support versus DSL price is something members decide as a group. In general, NCF members prefer to solve problems themselves or with the help of other members rather than pay more. (see [http://help.ncf.ca Help page])
* Bell offers a for-fee service for "line care", which costs about $100 for a year of coverage. Bell will investigate all problems inside or outside your location relating to DSL and voice for a year. This could be attractive for people with marginal DSL service, especially for the initial first year to get DSL working at your location.

===Testing at the demarcation point===
Before opening a ticket with Bell and possibly incurring a fee, you will want to make sure the problem is not with your inside house wiring. You can do this by plugging your DSL modem directly into the [https://en.wikipedia.org/wiki/Network_interface_device Network interface device box] or [https://en.wikipedia.org/wiki/Demarcation_point demarcation point], which bypasses your wiring and connects you directly to Bell's lines.

If the problem is solved, the issue is with your inside wiring and you will want to hire a licensed contractor to look into it for you.

If the problem persists, it is likely the issue is with Bell's wires leading into your home. You may wish to ask the NCF office to open a ticket with Bell, who will send a technician to make a service call.

<gallery>
File:Demarcation point.JPG|Demarcation point in a house built in 2000.
File:Demarcation point 02.JPG|Demarcation point in an older home
File:Demarcation point 03.JPG|Another style of demarcation point
</gallery>

===If you have no connection, no DSL or internet modem lights, intermittent connection or low speed===
Here are some possible causes:

*DSL modem is connected to the phone line via a line filter
**Possible solution: The DSL modem must be ''directly'' connected to the phone line, without a line filter, remove any filter.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

*Modem not connected to working phone jack or to a line with DSL service.
**Possible solution: If you have multiple phone lines at your location, be sure the modem is connected to the line with DSL service. If the line also has voice service (ie., is not 'dry DSL'), there should be dial-tone if you plug in a phone at that jack.

*Telephone(s) or other devices not filtered on the same phone line.
**Possible solution: All devices (other than the DSL modem itself) must be connected via a line filter (otherwise they may interfere with the DSL signal). Install filters or disconnect the other devices from the phone line.

*Outside line issues: Noise on your phone line. If you hear cracking, static, etc on your phone line, this can interfere with your DSL signal too.
**Possible solution: Call 611 to report the problem to Bell Canada. Tell them about the voice quality on your line being poor due to cracks & pops & static sounds. (Probably best not to mention DSL, just focus on voice quality issues.)

*Defective filter(s). If the DSL modem works well with all other devices temporarily unplugged from your line, maybe one of those devices has a defective filter.
**Possible solution: Try to figure out which filter is defective by plugging the devices in one at a time. If one is found to be defective, replace it.

*Faulty inside wiring / phone jack(s). If your problems appear after adding a new phone or other device, or changing the wiring in your house, those changes are likely the cause of problems.
**Possible solution: Try to repair your inside wiring. If unsuccessful, Bell Canada offers a charge-by-the-hour service to find problems within your residence, call 611 to arrange for assistance.

*Distance from DSL service exceeds maximum distance. If you've never been able to obtain sync, maybe your location is too far from the nearest Bell service point.
**Possible solution: NCF can work with Bell to assess this. Contact NCF via the [http://help.ncf.ca Help page].

*Electrical interference from AM radio, halogen lights, audio speakers, power supplies.
**Possible solution: Locate the modem away from sources of electrical interference. Use shielded twisted pair cabling from the modem to the wall jack.

*Apartment intercom interference
**Some older-style apartment door intercoms actually cut into the phone line system and can interfere with DSL signals, causing a loss of connectivity. Many are being replaced by more modern systems that act as telephones and dial your home or cell phone number and won't interfere with DSL. If you determine this is the problem try discussing this with your landlord.

*Using low-quality phone wire between the phone jack and modem.
**Possible solution: It is best to use just the phone line that was provide by the modem. If you need an extension to reach a jack, be sure it is high quality. Instead, consider using a longer ethernet cable to reach the computer (or use wireless instead).

*Modem overheating.
**Possible solution: Make sure the ventilation ports, usually located on the bottom of the modem are clear. Try mounting the modem on its side (vertically), on a hard surface or raised up on blocks so that air flow is optimal. If it was operating at a normal temperature and is now overheating it is likely about to fail and requires replacing.

*Spider webs.
**Possible solution: Check that your telephone junction boxes are free of spider webs (they can conduct and interfere with short range, high frequency signals, says a local engineer who worked on early DSL-like hardware development).

*Wet weather, especially in the spring
**Possible solution: Often wet weather, especially during the spring melt, causes phone line performance to degrade (water gets in and temporarily changes the electrical characteristics of the line). Lines are supposed to be waterproof, but with age that can degrade. Such problems often 'dry up' as conditions improve.

*Failing modem
**Possible solution: Modems don't just quit dead, many models seem to have failure modes where they keep working, but don't provide a good stable connection. You can borrow a "loaner modem" from the NCF office. The staff will set it up with your account information and [[password]] so that you can just take it home and plug it in. If this solves problem then chances are that the problem is that your own modem is failing. If this '''does not''' solve the problem then it will rule out your modem as the cause of the issue.

===That didn't work, now what? ===
Nothing works? Try:
#Searching the internet for ideas
#Posting to the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group]
#If all those fail, try describing your problem to the NCF office via the Office Message system on the [http://help.ncf.ca Help page].

==Sagemcom modem and you're getting a "Welcome to Bell" page==
[[File:Sagemcom 2864 external view.JPG|thumb|right|300px|The Sagemcom 2864 high speed DSL modem]]
===The Symptom===
If this occurs, members see a Bell splash page when they enter their browser. The page requests a login (with Bell credentials) which our members can't complete.

No other modem configuration details are disturbed other than the Internet login.

===The Cause===
The root cause is not known for certain but may involve some type of reset signal on the DSL line

===The Fix===
The correct credentials need to be put back into the modem. Those credentials are:
user: xxx99@ncf.ca
password: ncf....

That can be done in at least 3 ways:
# on your own – we have instructions for this below
# NCF staff can walk you through on the phone
# you can bring the modem in and we'll deal with it here

===Instructions to change the Internet logon values===
Here are the instructions to recover full Internet access from the Sagemcom modem:

# connect a PC directly to the modem with an Ethernet cable
# Start up your favourite browser on the PC
# In the address bar, type 192.168.2.1 and hit enter
## you should see a login prompt
# at the prompt, user= 'admin', password=<your 12 character NCF DSL password>
## you should now see a 'Connection Hub' screen
# In the menu on the LH side of the page, click on 'Internet'
## you should now see a screen with a userid and password field – the userid will be 'sc.......'
# in the user field, enter your NCF id followed by '@ncf.ca' eg. aa000@ncf.ca
# in the password field, enter your NCF DSL password (12 chars)
# click the 'Save' button at the bottom of the page
# when you see the 'Settings Saved' message, the Internet light (the one with the @ sign) should begin to blink red and turn blue.

Access should be restored and your work done.

It's possible that a power cycle may be required to get the modem to recognize the configuration change so if a "Save" doesn't restore your Internet, try that.

==See also==
*[http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group] Draw on the expertise of fellow NCF members
*[[DSL speed]]
*[[Speed test (DSL)]] How to do a speed test of your DSL service
*[[Line stats (DSL)]] How to obtain and interpret line stats from your DSL modem
*[[SpeedTouch 516 and 585 on ADSL2+]]
*[[Computer Help]]

[[Category: DSL]]

Troubleshooting

2015-04-04T21:44:33Z

Xx175: /* If it was working and now is not */

This page provides some troubleshooting tips and advice if your DSL service stops working.

== If it was working and now is not ==
If your service was working and is not working now, and you have not changed anything, chances are that the problem is a network outage. The best thing to do is wait to see if the problem resolves itself. Generally network problems will be solved within an hour. To check network status, go to http://www.bell.ca/Bell_Internet#

If you know another NCF DSL member you can ask them if their service is working.

Sometimes your modem may not notice that the network is back up. Try power-cycling your modem to force it to look for the network on restart.

== Start-up problems and chronic problems ==
If your service is chronically sub-optimal, below are some possible problems and possible solutions.

=== Background information about DSL ===
The low-frequency end of your phone line is reserved for voice signals. DSL works by using higher frequencies. Line filters keep the DSL signals from affecting non-DSL devices and also keep those devices from interfering with the DSL portion of the spectrum.

When your modem detects the DSL signal, it tries to synchronize with it (get ''in sync''). If it can do this, the modem is said to be ''in sync'' and the DSL/Broadband light will be green.

When a DSL signal is detected, the modem assesses the power spectrum of the line and decides how much bandwidth is available. If the line quality is poor, the modem will operate at lower speeds to reduce the number of errors. For best performance, good line quality is essential.

DSL signals weaken with distance, so DSL works best when your location is close to Bell equipment (DSLAM). Bell invests in DSLAM equipment in an area depending on many factors. If they have not yet installed a DSLAM near your location, they may not be able to offer as high bandwidth as in other locations, even ones nearby.

If performance (eg., [[Speed test (DSL)|speed tests]]) on your line is significantly worse from that of your neighbours, chances are good that something is non-optimal at your location or on your line.

If you get expected speeds in the morning and late at night, but experience slower speeds in the evenings and on weekends then the likely culprit is network congestion. NCF has investigated the problem and found that there was network congestion between the NCF network and the Bell Network at the aggregation point. We implemented a solution and we will continue to monitor it and make further adjustments as necessary.

See also:
*[[DSL speed]]
*[[Stages of DSL connection-making]] (learn how it should go)
*[[About DSL modem lights]] (what the lights can tell you)

=== General strategies for DSL problem-solving ===
* [[About DSL modem lights|Check the lights on your modem]] - the lights can tell you a lot of useful information.
* [[Modem Installation (DSL)|Check your installation]]. Are your wires connected and plugs seated securely?
* Check the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL help discussion group] to see how other members have solved the problem, or post a description of your problem so that other members can help. This is often faster than asking the NCF office because NCF members are often able to answer around the clock! Besides, one of NCF's founding motivations was to provide a means for people to help people.
* Check the internet for information using a search engine. There are lots of web pages on diagnosing and treating DSL problems.
* If you are pretty sure it is a problem with your phone line, please send a message to the NCF office (using the Office Message button on the [http://help.ncf.ca Help page]). Or if you hear static and noise on your voice calls (assuming you have voice service from Bell on the same line as your DSL), you can have Bell address that by dialing 611, it will help your DSL quality too.
* NCF is not-for-profit association owned by its members (including you), and the level of office support versus DSL price is something members decide as a group. In general, NCF members prefer to solve problems themselves or with the help of other members rather than pay more. (see [http://help.ncf.ca Help page])
* Bell offers a for-fee service for "line care", which costs about $100 for a year of coverage. Bell will investigate all problems inside or outside your location relating to DSL and voice for a year. This could be attractive for people with marginal DSL service, especially for the initial first year to get DSL working at your location.

===Testing at the demarcation point===
Before opening a ticket with Bell and possibly incurring a fee, you will want to make sure the problem is not with your inside house wiring. You can do this by plugging your DSL modem directly into the [https://en.wikipedia.org/wiki/Network_interface_device Network interface device box] or [https://en.wikipedia.org/wiki/Demarcation_point demarcation point], which bypasses your wiring and connects you directly to Bell's lines.

If the problem is solved, the issue is with your inside wiring and you will want to hire a licensed contractor to look into it for you.

If the problem persists, it is likely the issue is with Bell's wires leading into your home. You may wish to ask the NCF office to open a ticket with Bell, who will send a technician to make a service call.

<gallery>
File:Demarcation point.JPG|Demarcation point in a house built in 2000.
File:Demarcation point 02.JPG|Demarcation point in an older home
File:Demarcation point 03.JPG|Another style of demarcation point
</gallery>

===If you have no connection, no DSL or internet modem lights, intermittent connection or low speed===
Here are some possible causes:

*DSL modem is connected to the phone line via a line filter
**Possible solution: The DSL modem must be ''directly'' connected to the phone line, without a line filter, remove any filter.

[[File:DslModemPhoneComputer.png|center|frame|Connect modem to phone line and computer]]

*Modem not connected to working phone jack or to a line with DSL service.
**Possible solution: If you have multiple phone lines at your location, be sure the modem is connected to the line with DSL service. If the line also has voice service (ie., is not 'dry DSL'), there should be dial-tone if you plug in a phone at that jack.

*Telephone(s) or other devices not filtered on the same phone line.
**Possible solution: All devices (other than the DSL modem itself) must be connected via a line filter (otherwise they may interfere with the DSL signal). Install filters or disconnect the other devices from the phone line.

*Outside line issues: Noise on your phone line. If you hear cracking, static, etc on your phone line, this can interfere with your DSL signal too.
**Possible solution: Call 611 to report the problem to Bell Canada. Tell them about the voice quality on your line being poor due to cracks & pops & static sounds. (Probably best not to mention DSL, just focus on voice quality issues.)

*Defective filter(s). If the DSL modem works well with all other devices temporarily unplugged from your line, maybe one of those devices has a defective filter.
**Possible solution: Try to figure out which filter is defective by plugging the devices in one at a time. If one is found to be defective, replace it.

*Faulty inside wiring / phone jack(s). If your problems appear after adding a new phone or other device, or changing the wiring in your house, those changes are likely the cause of problems.
**Possible solution: Try to repair your inside wiring. If unsuccessful, Bell Canada offers a charge-by-the-hour service to find problems within your residence, call 611 to arrange for assistance.

*Distance from DSL service exceeds maximum distance. If you've never been able to obtain sync, maybe your location is too far from the nearest Bell service point.
**Possible solution: NCF can work with Bell to assess this. Contact NCF via the [http://help.ncf.ca Help page].

*Electrical interference from AM radio, halogen lights, audio speakers, power supplies.
**Possible solution: Locate the modem away from sources of electrical interference. Use shielded twisted pair cabling from the modem to the wall jack.

*Apartment intercom interference
**Some older-style apartment door intercoms actually cut into the phone line system and can interfere with DSL signals, causing a loss of connectivity. Many are being replaced by more modern systems that act as telephones and dial your home or cell phone number and won't interfere with DSL. If you determine this is the problem try discussing this with your landlord.

*Using low-quality phone wire between the phone jack and modem.
**Possible solution: It is best to use just the phone line that was provide by the modem. If you need an extension to reach a jack, be sure it is high quality. Instead, consider using a longer ethernet cable to reach the computer (or use wireless instead).

*Modem overheating.
**Possible solution: Make sure the ventilation ports, usually located on the bottom of the modem are clear. Try mounting the modem on its side (vertically), on a hard surface or raised up on blocks so that air flow is optimal. If it was operating at a normal temperature and is now overheating it is likely about to fail and requires replacing.

*Spider webs.
**Possible solution: Check that your telephone junction boxes are free of spider webs (they can conduct and interfere with short range, high frequency signals, says a local engineer who worked on early DSL-like hardware development).

*Wet weather, especially in the spring
**Possible solution: Often wet weather, especially during the spring melt, causes phone line performance to degrade (water gets in and temporarily changes the electrical characteristics of the line). Lines are supposed to be waterproof, but with age that can degrade. Such problems often 'dry up' as conditions improve.

*Failing modem
**Possible solution: Modems don't just quit dead, many models seem to have failure modes where they keep working, but don't provide a good stable connection. You can borrow a "loaner modem" from the NCF office. The staff will set it up with your account information and [[password]] so that you can just take it home and plug it in. If this solves problem then chances are that the problem is that your own modem is failing. If this '''does not''' solve the problem then it will rule out your modem as the cause of the issue.

===That didn't work, now what? ===
Nothing works? Try:
#Searching the internet for ideas
#Posting to the [http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group]
#If all those fail, try describing your problem to the NCF office via the Office Message system on the [http://help.ncf.ca Help page].

==Sagemcom modem and you're getting a "Welcome to Bell" page==
[[File:Sagemcom 2864 external view.JPG|thumb|right|300px|The Sagemcom 2864 high speed DSL modem]]
===The Symptom===
If this occurs, members see a Bell splash page when they enter their browser. The page requests a login (with Bell credentials) which our members can't complete.

No other modem configuration details are disturbed other than the Internet login.

===The Cause===
The root cause is not known for certain but may involve some type of reset signal on the DSL line

===The Fix===
The correct credentials need to be put back into the modem. Those credentials are:
user: xxx99@ncf.ca
password: ncf....

That can be done in at least 3 ways:
# on your own – we have instructions for this below
# NCF staff can walk you through on the phone
# you can bring the modem in and we'll deal with it here

===Instructions to change the Internet logon values===
Here are the instructions to recover full Internet access from the Sagemcom modem:

# connect a PC directly to the modem with an Ethernet cable
# Start up your favourite browser on the PC
# In the address bar, type 192.168.2.1 and hit enter
## you should see a login prompt
# at the prompt, user= 'admin', password=<your 12 character NCF DSL password>
## you should now see a 'Connection Hub' screen
# In the menu on the LH side of the page, click on 'Internet'
## you should now see a screen with a userid and password field – the userid will be 'sc.......'
# in the user field, enter your NCF id followed by '@ncf.ca' eg. aa000@ncf.ca
# in the password field, enter your NCF DSL password (12 chars)
# click the 'Save' button at the bottom of the page
# when you see the 'Settings Saved' message, the Internet light (the one with the @ sign) should begin to blink red and turn blue.

Access should be restored and your work done.

It's possible that a power cycle may be required to get the modem to recognize the configuration change so if a "Save" doesn't restore your Internet, try that.

==See also==
*[http://www.ncf.ca/ncf/dg/index.jsp?dg=82 NCF DSL discussion group] Draw on the expertise of fellow NCF members
*[[DSL speed]]
*[[Speed test (DSL)]] How to do a speed test of your DSL service
*[[Line stats (DSL)]] How to obtain and interpret line stats from your DSL modem
*[[SpeedTouch 516 and 585 on ADSL2+]]
*[[Computer Help]]

[[Category: DSL]]

Main Page

2015-01-13T13:38:29Z

Xx175: /* Quick links */

=== Login ===

* '''[[Special:UserLogin | Login]]'''

=== Quick links ===
* [[CERT-announced vulnerability of TP-Link modem/router]] - '''check regularly for updates'''
* [[Special:AllPages|A list of all pages on the NCF Help Wiki]]
* [[Special:Categories|A list of all page categories]]

==Popular topics==
[[File:Internet-mail openclipart.png|link=:Category:Email|150px]]
[[File:Telephone receiver 02 openclipart.png|link=:Category:Dial-up|150px]]
[[File:TD-W8901G-02.jpg|link=:Category:DSL|150px]]
*[[Alternatives to DSL]]
*[[Computer Help]]
*[[Modem manuals (DSL)]]
*[[Troubleshooting (DSL)]]
*[[Using Windows safely]]
*[[Zimbra]] - NCF's webmail system

Misfortune Cookie Vulnerability

2015-01-09T23:09:52Z

Xx175: /* Notes */

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, croll down or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the firmware, replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the built-in web server in two different ways:

# Connect to the built-in web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the built-in web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, meets the hardware/firmware criteria below, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated and NCF is taking every possible step to ensure your modem/router can't be exploited.

==Fixes==
NCF has looked into this vulnerability and '''strongly recommends''' that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*'''Sold by NCF'''
**TD-W8951ND, Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**TD-W8951ND, Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
**TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

* '''Not sold by NCF''' - this information is shared as provided by TP-Link, no implicit or explicit NCF guarantee about its accuracy or validity:
**TD-W8961ND, Hardware v3: Firmware needs to be upgraded to TD-W8961ND_V3_140305 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8961ND_V3_140305.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8961ND&version=V3 here]
**TD-W8901N, Hardware v1: Firmware needs to be upgraded to TD-W8901N_V1_141114 - zipped file is located [http://www.tp-link.com/resources/software/TD-W8901N_V1_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8901N&version=V1 here]
**TD-W8901N, Hardware v2: Firmware needs to be upgraded to TD-W8901N_V2_141103 - zipped file is located [http://www.tp-link.com/resources/software/TD-W8901N_V2_141103.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8901N&version=V2 here]

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the [https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Vulnerability Vulnerability] section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so
#* Click '''Save''' 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T23:07:43Z

Xx175: /* Notes */

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, croll down or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the firmware, replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the built-in web server in two different ways:

# Connect to the built-in web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the built-in web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, meets the hardware/firmware criteria below, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated and NCF is taking every possible step to ensure your modem/router can't be exploited.

==Fixes==
NCF has looked into this vulnerability and '''strongly recommends''' that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*'''Sold by NCF'''
**TD-W8951ND, Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**TD-W8951ND, Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
**TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

* '''Not sold by NCF''' - this information is shared as provided by TP-Link, no implicit or explicit NCF guarantee about its accuracy or validity:
**TD-W8961ND, Hardware v3: Firmware needs to be upgraded to TD-W8961ND_V3_140305 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8961ND_V3_140305.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8961ND&version=V3 here]
**TD-W8901N, Hardware v1: Firmware needs to be upgraded to TD-W8901N_V1_141114 - zipped file is located [http://www.tp-link.com/resources/software/TD-W8901N_V1_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8901N&version=V1 here]
**TD-W8901N, Hardware v2: Firmware needs to be upgraded to TD-W8901N_V2_141103 - zipped file is located [http://www.tp-link.com/resources/software/TD-W8901N_V2_141103.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8901N&version=V2 here]

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the [https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Vulnerability Vulnerability] section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T23:03:02Z

Xx175: /* Upgradable Units */

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, croll down or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the firmware, replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the built-in web server in two different ways:

# Connect to the built-in web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the built-in web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, meets the hardware/firmware criteria below, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated and NCF is taking every possible step to ensure your modem/router can't be exploited.

==Fixes==
NCF has looked into this vulnerability and '''strongly recommends''' that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*'''Sold by NCF'''
**TD-W8951ND, Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**TD-W8951ND, Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
**TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

* '''Not sold by NCF''' - this information is shared as provided by TP-Link, no implicit or explicit NCF guarantee about its accuracy or validity:
**TD-W8961ND, Hardware v3: Firmware needs to be upgraded to TD-W8961ND_V3_140305 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8961ND_V3_140305.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8961ND&version=V3 here]
**TD-W8901N, Hardware v1: Firmware needs to be upgraded to TD-W8901N_V1_141114 - zipped file is located [http://www.tp-link.com/resources/software/TD-W8901N_V1_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8901N&version=V1 here]
**TD-W8901N, Hardware v2: Firmware needs to be upgraded to TD-W8901N_V2_141103 - zipped file is located [http://www.tp-link.com/resources/software/TD-W8901N_V2_141103.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8901N&version=V2 here]

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the Vulnerability section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T23:02:47Z

Xx175: /* Upgradable Units */

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, croll down or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the firmware, replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the built-in web server in two different ways:

# Connect to the built-in web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the built-in web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, meets the hardware/firmware criteria below, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated and NCF is taking every possible step to ensure your modem/router can't be exploited.

==Fixes==
NCF has looked into this vulnerability and '''strongly recommends''' that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*'''Sold by NCF'''
**TD-W8951ND, Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**TD-W8951ND, Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
*TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

* '''Not sold by NCF''' - this information is shared as provided by TP-Link, no implicit or explicit NCF guarantee about its accuracy or validity:
**TD-W8961ND, Hardware v3: Firmware needs to be upgraded to TD-W8961ND_V3_140305 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8961ND_V3_140305.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8961ND&version=V3 here]
**TD-W8901N, Hardware v1: Firmware needs to be upgraded to TD-W8901N_V1_141114 - zipped file is located [http://www.tp-link.com/resources/software/TD-W8901N_V1_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8901N&version=V1 here]
**TD-W8901N, Hardware v2: Firmware needs to be upgraded to TD-W8901N_V2_141103 - zipped file is located [http://www.tp-link.com/resources/software/TD-W8901N_V2_141103.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8901N&version=V2 here]

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the Vulnerability section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T23:01:47Z

Xx175: /* Upgradable Units */

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, croll down or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the firmware, replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the built-in web server in two different ways:

# Connect to the built-in web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the built-in web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, meets the hardware/firmware criteria below, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated and NCF is taking every possible step to ensure your modem/router can't be exploited.

==Fixes==
NCF has looked into this vulnerability and '''strongly recommends''' that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*'''Sold by NCF''': TD-W8951ND
**Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
*'''Sold by NCF''': TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

* '''Not sold by NCF''' - this information is shared as provided by TP-Link, no implicit or explicit NCF guarantee about its accuracy or validity:
**TD-W8961ND, Hardware v3: Firmware needs to be upgraded to TD-W8961ND_V3_140305 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8961ND_V3_140305.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8961ND&version=V3 here]
**TD-W8901N, Hardware v1: Firmware needs to be upgraded to TD-W8901N_V1_141114 - zipped file is located [http://www.tp-link.com/resources/software/TD-W8901N_V1_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8901N&version=V1 here]
**TD-W8901N, Hardware v2: Firmware needs to be upgraded to TD-W8901N_V2_141103 - zipped file is located [http://www.tp-link.com/resources/software/TD-W8901N_V2_141103.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8901N&version=V2 here]

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the Vulnerability section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T23:00:12Z

Xx175: /* Upgradable Units */

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, croll down or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the firmware, replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the built-in web server in two different ways:

# Connect to the built-in web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the built-in web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, meets the hardware/firmware criteria below, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated and NCF is taking every possible step to ensure your modem/router can't be exploited.

==Fixes==
NCF has looked into this vulnerability and '''strongly recommends''' that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*Sold by NCF: TD-W8951ND
**Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
*Sold by NCF: TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

* Not sold by NCF - this information is shared as provided by TP-Link, no implicit or explicit guarantee about its accuracy or validity:
**TD-W8961ND, Hardware v3: Firmware needs to be upgraded to TD-W8961ND_V3_140305 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8961ND_V3_140305.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8961ND&version=V3 here]
**TD-W8901N, Hardware v1: Firmware needs to be upgraded to TD-W8901N_V1_141114 - zipped file is located [http://www.tp-link.com/resources/software/TD-W8901N_V1_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8901N&version=V1 here]
**TD-W8901N, Hardware v2: Firmware needs to be upgraded to TD-W8901N_V2_141103 - zipped file is located [http://www.tp-link.com/resources/software/TD-W8901N_V2_141103.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8901N&version=V2 here]

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the Vulnerability section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T22:48:18Z

Xx175: /* Fixes */

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, croll down or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the firmware, replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the built-in web server in two different ways:

# Connect to the built-in web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the built-in web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, meets the hardware/firmware criteria below, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated and NCF is taking every possible step to ensure your modem/router can't be exploited.

==Fixes==
NCF has looked into this vulnerability and '''strongly recommends''' that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*Sold by NCF: TD-W8951ND
**Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
*Sold by NCF: TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

* Not sold by NCF (FW upgrade available)
**TD-W8961ND v3 (TD-W8961ND_V3_140305)
**TD-W8901N v1 (TD-W8901N_V1_141114)
**TD-W8901N v2 (TD-W8901N_V2_141103)

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the Vulnerability section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T22:47:56Z

Xx175: /* Vulnerability */

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, croll down or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the firmware, replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the built-in web server in two different ways:

# Connect to the built-in web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the built-in web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, meets the hardware/firmware criteria below, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated and NCF is taking every possible step to ensure your modem/router can't be exploited.

==Fixes==
NCF has looked into this vulnerability and strongly recommends that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*Sold by NCF: TD-W8951ND
**Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
*Sold by NCF: TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

* Not sold by NCF (FW upgrade available)
**TD-W8961ND v3 (TD-W8961ND_V3_140305)
**TD-W8901N v1 (TD-W8901N_V1_141114)
**TD-W8901N v2 (TD-W8901N_V2_141103)

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the Vulnerability section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T16:11:09Z

Xx175: /* Vulnerability */

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, croll down or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the firmware, replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the built-in web server in two different ways:

# Connect to the built-in web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the built-in web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated.

==Fixes==
NCF has looked into this vulnerability and strongly recommends that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*Sold by NCF: TD-W8951ND
**Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
*Sold by NCF: TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

* Not sold by NCF (FW upgrade available)
**TD-W8961ND v3 (TD-W8961ND_V3_140305)
**TD-W8901N v1 (TD-W8901N_V1_141114)
**TD-W8901N v2 (TD-W8901N_V2_141103)

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the Vulnerability section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T16:09:14Z

Xx175: /* Vulnerability */

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, croll down or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the firmware, replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the web server in two different ways:

# Connect to the web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated.

==Fixes==
NCF has looked into this vulnerability and strongly recommends that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*Sold by NCF: TD-W8951ND
**Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
*Sold by NCF: TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

* Not sold by NCF (FW upgrade available)
**TD-W8961ND v3 (TD-W8961ND_V3_140305)
**TD-W8901N v1 (TD-W8901N_V1_141114)
**TD-W8901N v2 (TD-W8901N_V2_141103)

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the Vulnerability section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T16:05:32Z

Xx175: /* Background */

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, croll down or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the [[firmware]], replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the web server in two different ways:

# Connect to the web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated.

==Fixes==
NCF has looked into this vulnerability and strongly recommends that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*Sold by NCF: TD-W8951ND
**Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
*Sold by NCF: TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

* Not sold by NCF (FW upgrade available)
**TD-W8961ND v3 (TD-W8961ND_V3_140305)
**TD-W8901N v1 (TD-W8901N_V1_141114)
**TD-W8901N v2 (TD-W8901N_V2_141103)

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the Vulnerability section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T16:04:20Z

Xx175: /* Upgradable Units */

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, see below or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the [[firmware]], replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the web server in two different ways:

# Connect to the web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated.

==Fixes==
NCF has looked into this vulnerability and strongly recommends that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*Sold by NCF: TD-W8951ND
**Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
*Sold by NCF: TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

* Not sold by NCF (FW upgrade available)
**TD-W8961ND v3 (TD-W8961ND_V3_140305)
**TD-W8901N v1 (TD-W8901N_V1_141114)
**TD-W8901N v2 (TD-W8901N_V2_141103)

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the Vulnerability section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T14:52:03Z

Xx175: /* Upgradable Units */

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, see below or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the [[firmware]], replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the web server in two different ways:

# Connect to the web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated.

==Fixes==
NCF has looked into this vulnerability and strongly recommends that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*Sold by NCF: TD-W8951ND
**Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
*Sold by NCF: TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

* Not sold by NCF (FW upgrade available)
**TD-W8961ND v3 (TD-W8961ND_V3_140305)
**TD-W8901N v1, v2 (TD-W8901N_V1_141114, TD-W8901N_V2_141103)

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the Vulnerability section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T14:51:49Z

Xx175: /* Upgradable Units */

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, see below or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the [[firmware]], replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the web server in two different ways:

# Connect to the web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated.

==Fixes==
NCF has looked into this vulnerability and strongly recommends that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*Sold by NCF: TD-W8951ND
**Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
*Sold by NCF: TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

* Not sold by NCF (FW upgrade available)
**TD-W8961ND v3 (TD-W8961ND_V3_140305)**TD-W8901N v1, v2 (TD-W8901N_V1_141114, TD-W8901N_V2_141103)

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the Vulnerability section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T14:51:08Z

Xx175: /* Upgradable Units */

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, see below or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the [[firmware]], replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the web server in two different ways:

# Connect to the web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated.

==Fixes==
NCF has looked into this vulnerability and strongly recommends that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*Sold by NCF: TD-W8951ND
**Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
*Sold by NCF: TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

* Not sold by NCF (FW upgrade available): TD-W8961ND v3 (TD-W8961ND_V3_140305), TD-W8901N v1, v2 (TD-W8901N_V1_141114, TD-W8901N_V2_141103)

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the Vulnerability section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T14:45:53Z

Xx175:

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, see below or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Non-Upgradable_Units Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the [[firmware]], replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the web server in two different ways:

# Connect to the web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated.

==Fixes==
NCF has looked into this vulnerability and strongly recommends that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*TD-W8951ND
**Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
*TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the Vulnerability section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]

Misfortune Cookie Vulnerability

2015-01-09T14:45:20Z

Xx175:

[[File:TP-Link TD-W8951ND.jpg|thumb|right|250px|A TP-Link TD-W8951ND modem]]
This article is about the ''Misfortune Cookie'' vulnerability discovered on modem [[firmware]] in 2014, what it is and what to do about it. '''Check this page regularly for updates'''.

==Background==
Each modem/router has a built-in web server that allows the modem to be configured by any computer via any browser.

In December 2014 [https://en.wikipedia.org/wiki/CERT_Coordination_Center Carnegie Mellon University CERT], based on findings by researchers from Check Point’s Malware and Vulnerability Research Group, [http://www.kb.cert.org/vuls/id/561444 discovered] that some DSL modems/routers have a vulnerability that has existed in the firmware since 2002. This problem has been detected in the vulnerable versions of Allegro's RomPager that is part of the built-in web server portion of the firmware employed by many modems/routers, including some of those sold by NCF.

For list of affected modem and if they are upgradable or not, continue to read this page, see below or check these links [[https://www.ncf.ca/ncf/support/wiki/CERT-announced_vulnerability_of_TP-Link_modem/router#Upgradable_Units Upgradable Units]] or [[https://www.ncf.ca/ncf/support/w/index.php?title=CERT-announced_vulnerability_of_TP-Link_modem/router&action=edit&section=5 Non-Upgradable Units]]

==Vulnerability==
The security vulnerability can be fixed in recent modems/routers by upgrading the [[firmware]], replacing the web server with a newer version that does not have the security vulnerability.

Older modems do not have a firmware upgrade available, so it is important to make full use of the available security measures to prevent outsiders from using the web server to re-configure the modem in some undesirable way.

It is possible to access the web server in two different ways:

# Connect to the web server from the outside, via the DSL line (WAN side). We believe that this route is closed if you are using a modem/router that has been configured by NCF - see Notes 2 & 3 below. '''Note''': we are checking if any additional 'holes' exists, and if yes, on how to plug them. One such 'hole' was identified by NCF and a fix was implemented locally.
#Connect to the web server from the inside (LAN side), either via your Wi-Fi network or via an Ethernet cable. We assume that you are not going to let untrusted person/s connect to your LAN via Ethernet, so in the same manner you also need to prevent them from connecting to it wirelessly. It is therefore very important that you have good security on your Wi-Fi network, with a good password. If the modem/router has been configured by NCF, it will have a good password (by default, NCF uses your NCF [[DSL password]] also for log-in and Wi-Fi).

As a general rule, if your modem/router has been configured by NCF, and you are sure that unknown persons cannot use your Wi-Fi network, you have pretty good security against the "Misfortune Cookie" vulnerability from the LAN side. The WAN side potential exposure is being investigated.

==Fixes==
NCF has looked into this vulnerability and strongly recommends that you perform the following steps:

*Verify the hardware version - see [http://www.tplink.ca/en/Article/?id=46 this TP-Link page] on how to find hardware version
*If your modem/router is in the level identified by TP-Link as upgradable (8951: v5 or v6, 8816: v8), please ensure that you update the firmware ASAP, either by yourself (if you are comfortable doing so) or by contacting NCF and arranging for the update to be done for you. You'll need to bring the modem/router with its power supply to NCF. No need to bring any cables (we have those).
*If your modem/router is not upgradable, NCF '''strongly recommends''' that you procure a newer modem/router, either from NCF or from a trusted store.
*Alternately, Carnegie Mellon University CERT [http://www.kb.cert.org/vuls/id/561444 suggests] that units that do not have new firmware available can have their firmware replaced with [https://en.wikipedia.org/wiki/DD-WRT dd-wrt], [https://en.wikipedia.org/wiki/OpenWrt openwrt], or [https://en.wikipedia.org/wiki/List_of_wireless_router_firmware_projects others]. NCF members can do this themselves at their own risk.
*Regardless of the above, the following two TP-Link articles describe recommended safe practices:
**[http://www.tp-link.com/en/article/?faqid=573 How to protect your TP-LINK network devices from potential attack?]
**[http://www.tp-link.com/en/article/?faqid=308 How to disable remote management function for TP-LINK ADSL modem router]

==Upgradable Units==
As long as you have the following hardware versions and the latest corresponding firmware versions installed, then your modem/router is not affected by the Misfortune Cookie. 
All firmware updates (as given [http://www.tp-link.com/lk/support/download/?pcid=203&model=&all=0 here, select your specific modem]) that state “Improved security mechanism” have port 7547 (CWMP, remote management) closed by default.

*TD-W8951ND
**Hardware v5: Firmware needs to be upgraded to TD-W8951ND_V5_141114 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V5_141114.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V5 here]
**Hardware v6: Firmware needs to be upgraded to TD-W8951ND_V6_141027 - zipped file is located [http://www.tplink.ca/resources/software/TD-W8951ND_V6_141027.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-W8951ND&version=V6 here]
*TD-8816, Hardware v8: Firmware needs to be upgraded to TD-8816_V8_140311 - zipped file is located [http://www.tplink.ca/resources/software/TD-8816_V8_140311.zip here]. Additional details are available [http://www.tp-link.com/lk/support/download/?model=TD-8816&version=V8 here]

The firmware (FW) version can be identified and upgraded by executing the following steps:

*Ensure that you have your NCF credentials on-hand '''before''' performing the upgrade
*Connect your desktop or laptop to the modem/router '''via Ethernet cable''' - this should '''NOT''' be done via Wi-Fi! If you try to perform this via your Wi-Fi connection, you'll see the following message: ''ERROR: FAIL TO UPDATE! Please note that only wired connection is allowed when using firmware upgrade or RomFile backup & upgrade function.''
*Launch a browser and type in the URL '''192.168.1.1''' (see [http://www.tp-link.com/en/article/?faqid=315 this TP-Link article])
*'''Username: admin''', '''Password: NCF_[[DSL_password]]''' (by default, NCF uses the '''NCF_DSL_password''' also as the '''log-in_password''' and '''Wi-Fi''' Pre-Shared Key)
*Click on the '''Maintenance''' tab
*Click on the '''Firmware''' tab and verify that your FW version is as indicated above. If not, [http://www.tp-link.com/en/article/?faqid=296 follow the TP-Link upgrade instructions].

==Non-Upgradable Units==
*TD-W8951ND, Hardware v4: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-8816: Hardware v7: '''at risk''' - TP-Link hasn't issued a FW fix
*TD-W8901G: '''at risk''' - TP-Link hasn't issued a FW fix

==Notes==

# A lot of your questions can be answered on [http://www.tp-link.com/en/support/faq/?pcid=203&problem=&m=TD-W8951ND&keywords=&faqid= TP-Links FAQs], feel free to browse 
# WAN vulnerability (subject to the '''Note''' above, in the Vulnerability section) is blocked from the Internet by disabling WAN access via ACL (Access Control Level) settings: 
#* Log into '''192.168.1.1''', press Enter
#* Enter '''Username: admin''' & '''Password: NCF_[[DSL_password]]''', click on the '''Login''' button
#* Click on '''Access Management''' tab
#* Verify that '''ACL: Activated''' is selected. If not, do so
#* Verify that '''Interface: LAN''' is selected. If not, do so 
# NCF started disabling WAN access via ACL on all modems since July/August 2014. NCF also checked that '''Remote Management''' port is disabled. See [http://www.tp-link.com/en/article/?faqid=476 this TP-Link article] for further step-by-step instructions 
# LAN vulnerability is blocked from the LAN by using a strong Wi-Fi password (NCF applies the NCF_DSL_password here). If your Wi-Fi is open (where, in like many public Wi-Fi access places, no password is required to connect), then your modem is open to attack. We strongly advise that you implement '''Authentication Type: WPA-PSK/WPA2-PSK''' with '''Encryption: TKIP/AES''' to secure your Wi-Fi network with the highest available settings

==External links==
*[http://mis.fortunecook.ie/misfortune-cookie-suspected-vulnerable.pdf List of vulnerable modems]

[[Category:DSL]]