DSL Troubleshooting Guide
If your DSL service is not working, please follow the convenient steps below, which in most cases will resolve the problem:
Power off the external DSL router by unplugging the power cord from the router end and then unplug the phone line from the router end marked Line and shutdown the computer. For those users who have the internal DSL router shut down your computer before proceeding to the next step.
****If you have an internal DSL modem shutdown your computer and disconnect your DSL line cord from the computer or the wall jack before proceeding to the next step.
Plug the phone line and power cord back into the router. If you have the internal modem restart your PC at this point.
Turn the computer back on and go to your web browser and attempt to load a web page.
If your DSL is still not working proceed to step 4:
Go to the MSDOS screen by clicking on the Start Button and then click on Run. Type in cmd or command.
Type in the following at the DOS Prompt:
Non-Win 98 users:
Type in ipconfig_/release and hit enter(be sure to place a space between ipconfig and the forward slash)
Type in ipconfig_/renew and hit enter(be sure to place a space between ipconfig and the forward slash)
Win 98 users:
Type in ipconfig-_/release_all and hit enter(be sure to place a space between ipconfig and the forward slash)
Type in ipconfig_/renew_all and hit enter(be sure to place a space between ipconfig and the forward slash)
If DSL is still not working proceed to step 6:
Bypass the surge protector by plugging the opposite end of the phone line coming from the router connection marked Line into the wall phone jack (this end of the phone line should currently be plugged into a surge protector - remove it from the surge protector and plug directly into the wall phone jack… this will give a direct connection from the wall phone jack into the DSL router).
Restart computer again after bypassing the surge protector. If your service begins to work at this point, you will need to have your surge protector repaired/replaced.
If DSL is still not working proceed to step 8:
Please call 1-866-620-7380 and tell the support technician that you have tried all the troubleshooting steps and still cannot establish a connection and they will then begin to troubleshoot with you. If the technical support technician is unable to re-establish your connection they will refer a trouble ticket to Pineville Telephone Company. Once the ticket has been opened with PTC one of our technician will contact you to set an appointment to meet with you at your service site.
Tech Support for DSL: 1-866-620-7380