ISN Broadband Services

ISN Broadband Services

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SYMPTOM	TROUBLESHOOTING TIPS
A. Is your phone line working? (verify you have dial tone by connecting a telephone to the phone jack)	YES - Continue with question B
	NO - Go to CONNECTIVITY PROBLEMS.
B. Are all status light on the front of your modem solid or flashing green? (Verify that the Power, Ready and Ethernet)	YES - Continue with question C
	NO - Go to DSL MODEM PROBLEMS
C. Do you have continuous DSL connectivity or sync? (Verify that your modem Ready or Line Act Light is solid green)	YES - Continue with question D
	NO - Go to CONNECTIVITY PROBLEMS and DSL MODEM PROBLEMS.
D. Is your computer launching properly when you turn it on? (Verify that you completed the boot-up process for your operating system and that you have access to all your Microsoft/Macintosh application)	YES - Continue with question E
	NO - Go to COMPUTER PROBLEMS
E. Can you launch/use your internet applications as usual? (verify that you can send/receive email or open/navigate with your browser)	YES - YOUR ISN BROADBAND IS OPERATING PROPERLY
	NO - Go to INTERNET APPLICATION PROBLEMS

CONNECTIVITY PROBLEMS
SYMPTOM	TROUBLESHOOTING TIPS
No Dial Tone	Make sure your telephone line is connected Ensure filters are installed properly You may have a telephone line problem, call your local phone service provider.
Noisy phone Line. Static on the phone line Connection drops when phone rings or is in use	Ensure filter are installed properly Unplug individual phone or other telephone devices to see if problem is resolved. If problem is resolved and you have a filter attached to the unplug device, telephone device may be cause of the problem.
Experience intermittent loss of connection	If you have a 900MHz cordless phone or greater near your computer or modem, try moving the phone away from your modem to see if the problem is resolved. If you have a Burglar Alarm or and Emergency Response System please call ISN Broadband Customer Care Center.
Sync or Ready Light is off or blinking	Make sure your telephone line is connected Make sure your telephone line has dial tone Make sure your modem is properly connected If you have more than one phone line make sure your modem is connected on the right one Ensure filter are installed properly.
ISN Broadband connection does not work	Check all connections Ensure you have plugged the phone line connected to your DSL modem directly into the phone jack or into the side of the filter labeled DSL/HPN Ensure filters are installed on all phone jacks with telephone devices Completely shut down your computer Remove phone line from modem and wait 2 minutes. Plug phone line back onto the modem and power up the computer

:**For further information you can contact us: * By Phone, 866-573-5300
* By email, dslsupport@isncom.com

ISN Broadband Services