My equipment is installed and the modem indicates a good signal. Why can't I get a connection to the Internet?

To determine if you have an internet connection, do a ping test as follows:
  • Open the CommandPrompt (DOS screen) which is usually found under Start/Accessories
  • Type 'ping www.cnn.com' and then press the Enter key
  • If you see words like 'Pinging . . . ' and 'Reply from . . .' you have an internet connection.

If you still don't have a connection, continue with the following steps until the ping test is successful.

Print this page and save it for future reference.
 
  1. The simplest thing to try is to power cycle your equipment. Begin by removing electrical power (unplug) from your modem and router and shut down your computer. Keep these devices unplugged for at least three minutes.

    Then, plug the power cord of each device back in, one at a time, from the outside-in:

    The first should be the modem and it will take about two-three minutes for it to go through its setup routine. The green LED lights will light up and once the signal quality (right side) is locked in you are ready to plug in the router.

    Plug in the router next and give it another minute to set up. Each router is slightly different so you need to be familiar with its start up light sequence.

    Once you are satisfied that the both the modem and router are up and running, restart your computer.

    Try a ping test. If successful, click on an internet browser (IE, Fireforx, etc.) and try and go to www.princeton-ma.us.This confirms that you're on the internet. Congratulations!

  1. Although Windows should automatically configure your network connection, prior use of your PC may have left certain parameters set incorrectly.  Open the Network Connections dialog box (usually found in the Start Menu or from the Control Panel)
  • If necessary, create a new broadband network connection.
  • Find the Ethernet Connection, Type = LAN, highlight it and right click for Properties.
  • Components checked should be, at a minimum,

    ó  Client for Microsoft Networks

    ó  Internet Protocol (TCP/IP)

  • Internet Connection Sharing NOT enabled.

Internet Options settings maybe found in the Control Panel. Click on the Connections tab:

  • The Dial-up and Virtual Private Network settings box should be blank
  • Click on LAN Settings

    ó  Automatically detect settings should be checked

    ó The Proxy server box should be unchecked.

  1. Other tips:
  • Open a browser (IE, Firefox, etc.) and try to go to a website (i.e., www.princeton-ma.us). If performance is sluggish, try emptying your cache (i.e., Delete Temporary Internet Files) but NOT your Cookies.
  • If you are still unable to resolve your problem, contact your Internet Service Provider (i.e., Ayacht, Verizon, Comcast) for further assistance.
  • You may want to shut down your computer when it's not being used, but it is a good practice to leave your modem and router on at all times. This will maintain your assigned IP address thereby avoiding the network renewal process.
  1. You can confirm that the modem is working properly by using it without the router.

Youíll need to make an Ethernet cable connection directly to the modem. A laptop computer may be the easiest way to move close to the modem. Connect the Ethernet cable between the modem and computer. Make sure that your computerís Ethernet adapter is enabled.

As before, remove power from your devices and shut down your computer. Locate the Ethernet cable on the backside of the modem and follow it to the router. Disconnect the Ethernet cable from the backside of the router and plug that end into the appropriate port on your computer. Leave the router unplugged, plug in the modemís power cord and let it start up (see above). Start up your computer and follow the Windows instructions to make the connection.

Click on an internet browser (IE, Fireforx, etc.) and go to www.princeton-ma.us to confirm that your modem is working.

Obviously, if you can connect to the internet without your router it may need to be replaced. Sometimes it can be reset to the factory defaults and set up again. Refer to your owner's manual or CD.

If you still cannot connect to the internet even with a direct connection to the modem:

Contact your ISP and request that they test your connection from there. If the connection is good, the problem maybe with your computer. There are two common issues to consider:

Cycle your adapter (disable then enable it). The adapter settings are usually found through the Control Panel of Windows PCs.

Consider restoring your system to a previous point. CAUTION -- only expert computer users should attempt this procedure. It is possible, although rare, that a recently downloaded Windows update or installed software is causing the problem. Search for "system restore" and follow the instructions to restore your system to a state before these were installed. Note that you will have to reload any changes you made since the restore point's date.


Return to list of FAQs