Troubleshooting

If it was working and now isn't

If your service was working and now isn't, and you've changed nothing, chances are that the network may be experiencing an outage. The best thing to do is wait to see if the problem resolves itself. Generally network problems will be solved within an hour.

Know anyone else at NCF? Ask a friend if their service is working.

Sometimes your modem may not notice that the network is back. Try power-cycling your modem to force it to look afresh at the network.

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 'contaminanting' the DSL portion of the spectrum.

When your modem detects the DSL signal, it tries to synchronize with it (go '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 a low speeds to reduce 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. One can only guess that Bell installs DSLAMs and fiber first in areas where cable competitors are most active (such as in Quebec, where Videotron is a strong competitor) and were customers are most likely.

Bell wants service on their lines to be as good as possible at the distance of your location. If performance (eg., 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.

Related links:

• 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

• Check the lights on your modem (what the lights can tell you)
• Check your installation
• Check the NCF DSL 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 often answer around the clock! Besides, one of NCF's founding motivations was to provide a means for people to help people.
• If you are pretty sure it's a problem with your phone line, you can contact Bell by dialing 611 to ask for assistance. This is particularly fruitful if you hear static and noise on your voice calls (assuming you have voice service from Bell on the same line as your DSL).
• NCF office staff are good resources but are generally overloaded and thus sometimes difficult to reach. NCF is 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.
• For those who just want all problems solved as soon as possible, for an annual fee of about $100, Bell will fix all problems inside or outside your location relating to DSL 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.

Generally the approach is to try the best possible arrangement for your modem (no other devies on your phone line, and the modem as close as possible to where your phone line comes into your house, away from all sources of electrical interference) to test if that improves quality. If that works, then something about your normal configuration is a problem. Otherwise, maybe it's an external (Bell) problem.

'No sync', 'intermittent sync', 'poor performance', and 'low speed'

Here are some possible causes of 'no sync', 'intermittent sync', 'poor performance', and 'low speed':

• DSL modem is connected to the phone line via a line filter

  The fix: Remove the line filter. The DSL modem must be directly connected to the phone line, without a line filter.

• Modem not connected to phone jack.

  The fix: Connect the modem to phone jack at which there is dial tone.

• Telephone(s) or other devices not filtered on the same phone line.

  The fix: 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.

  The fix: 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.

• 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.

  The fix: 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.

  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.

• Modem connected to wrong line (multi line household).

• 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. NCF can work with Bell to assess this; contact NCF via the Help page.

• Electrical interference from AM radio, halogen lights, audio speakers, power supplies.

  The fix: Location the modem away from sources of electrical interference. Use shielded twisted pair cabling from the modem to the wall jack.

• Using low-quality phone wire between the phone jack and modem.

  The fix: It's 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 wireless).

• Modem overheating.

  The fix: Make sure the ventilation ports of the modem are clear. Try mounting the modem on its side (vertically), and/or on a hard surface so that air flow is good.

• Spider webs.

  The fix: Check that your telephone junction boxes are free of spider webs (they can conduct and short high frequency signals, says a local Ottawa engineer who should know).

Didn't work, now what?

Nothing works? Try searching the internet for ideas, or posting in the NCF DSL discussion group. If all those fail, try describing your problem to the NCF office via the Help page.

Related links

• NCF DSL discussion group Draw on the expertise of fellow NCF members
• Speed test (DSL) How to do a speed text of your DSL service
• Line stats (DSL) How to obtain and interpret line stats from your DSL modem