ADSL Troubleshooting FAQs

1. How does the Alcatel SpeedTouch USB modem work?

   The Alcatel SpeedTouch 330 USB DSL modem is a Plug & Play, bus-powered ADSL modem targeted to residential PC users. It is created primarily for a single PC environment and is the easiest device to get connected to the Internet via ADSL through Universal Serial Bus (USB) interface.
   
   Some of the main features of new Alcatel SpeedTouch 330-USB ADSL modem are:
   
   - High-speed Internet access and regular phone service on the same line
   - Up to 8 Mbps downstream, 832 kbps upstream
   - Supports Windows 98, 98 SE, 2000, ME, XP and Mac OS 8.6, 9.0, X and Linux
   - Connects to USB-port on desktop or notebook computer
   - USB-port powered (no need for AC adapter)
   - Plug-and-play
   - Easy set-up wizard
   - Software upgradeable
   - ADSL standards compliant (ANSI T 1.413 Issue 2, G.dmt, G.lite)
   - Supports PPPoA, PPPoE, RFC 1483 Bridged and Routed
   
   For further information, please visit http://www.speedtouchdsl.com
   
   The modem connects to the phone line through standard RJ-11 connector. There are two LEDs on the modem to indicate the status of the ADSL and the USB connections. The combination of LED lights could help you in determining the type of problem you are having.

   

    

    

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2. What if USB light is on (stable Green) and ADSL light is blinking (flashing Green)?

   This indicates you have problem with your telephone line. Please try the following:
   
   - Make sure you do not have a PABX or any Telephone Switch connected to the ADSL Telephone line (the ADSL will not work if the Telephone line is not connected directly to the USB modem)
   
   - If you have a PABX on the ADSL line you have to split the line in to two ends; first end should be connected directly the ADSL modem and second end should be connected to the PABX through an ADSL Filter as shown in the figure below:

   
   
   - Disconnect any Telephone device, Fax or PC modem that is on the same ADSL Telephone number and only connect the line directly to the ADSL modem. Check if the ADSL light on the modem goes to steady "Green"
   
   - If you are using filter, do not connect the filter to the USB modem, you should connect the filter only to Telephone devices such as Phone, Fax or Fax Modem card
   
   - If you are using splitter, connect the Telephone line to the "LINE", and "DATA" to the USB modem, and "VOICE" to the phone device
   
   - Test whether the telephone line is working or not by connect the normal phone device to the ADSL line
   
   - If possible, change the telephone cable from the socket to the USB modem and test again
   
   - Remove the USB modem from the PC and restart it again.

   - Install the USB modem software, and reconnect the USB modem again. Check if the ADSL light is still blinking
   
   - Un-install the Modem driver software and re-install it. Please make sure that you remove the software from the registry by going to "Add/ Remove Programs" within the "Control Panel"
   
   - Try to replace the modem and check if the ADSL light is "ON" and turns stable
   
   If ADSL light is still blinking please call Qualitynet Helpdesk on 804 444.

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3. What if USB light is on and ADSL light is off or only USB light blinking Red?

   This indicates that you have problem with the USB port or ADSL Modem. In order to diagnose the problem, please try the following:

   - If the USB LED is steady Green and the ADSL LED is not steady green (blinking), try to change the USB port on the PC to another one, currently, most of the PCs have more than on USB ports. Check if the ADSL light goes to steady Green

   - Make sure that USB port is not being disabled. You have to check the BIOS configuration on the PC. You may need to get your PC hardware manual or contact your vendor in order to check the BOIS configuration

   - Remove the USB modem software and install it again

   - Make sure that USB port configuration does not conflict with any other devices

   - If USB LED light is still blinking, then you have a problem with PC`s USB port. Please note that few PC brands have low power USB ports, e.g. iMAC Power Book

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4. What if USB light is on (stable Green), ADSL is on (stable Green), and browsing is ok but there is no dial tone or there is a very high noise in line?

   Please check if the filter/ splitter is installed on each Telephone device such as Fax, PC Fax Machine, PABX, or Voice answering machine

   - If you are using filter, please ensure that it is connected directly to the telephone device and NOT to the USB modem

   - If you are using splitter, then connect the main Telephone line from the wall socket to the "LINE" port, the USB modem line to the "DATA/ MODEM" port, and your Telephone Device to "Phone" port on the filter/ splitter

   - Try to change the Telephone device and check

   - Make sure that you are testing from the main socket in the wall

   - Disconnect the ADSL modem, and try to check the Telephone again

   If this does not resolve your problem, please call Qualitynet Helpdesk on 804 444.

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5. What if USB light is on (stable Green), ADSL light is also on (stable Green) but you get an Authentication Error 691 or 650?

   This indicates that you have authentication problem. Please try the following:

   - Make sure that "Caps Lock" is not on when you enter your password

   - In case of "Error 691" check with the Helpdesk if the account is expired/ suspended. If you can access Internet somehow, you may also check your account status online at http://www.qualitynet.net

   - Make sure that you no one else is using your account and currently logged in (Multiple login). You may check with the Helpdesk if some one is using your account

   - Reboot the PC and try again

   - Try to re-install the modem drivers and Dial-Up connection

   If the problem is not resolved please call Qualitynet Helpdesk on 804 444.

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6. What if USB light is on (stable Green), ADSL light is on (stable Green), but you are unable to browse?

   - Try to use different browser e.g. Internet Explorer, or Netscape

   - Make sure that there is no proxy setting in the browser options

   - Make sure that you set the DNS to 195.226.224.72 & 195.226.224.74

   - If you have a personal firewall installed, please disable or shut it down and try browsing again. If that works, it means you have firewall settings problem

   - Try to use some other Internet applications e.g. IRC, MSN, or FTP. If any of these work, it mean you have a problem with the browser settings or a port problem. In this case, you would need to consult your PC vendor 

   - Using your browser, try to access Cisco website using the following IP address 198.133.219.25 (type the address in the address bar and press "Enter"). If your browser successfully brings up Cisco site check again the DNS setting in your Dial-Up Connection

   - Reboot the PC and try to browse again

   - Disconnect all the telephones connected on Service Line and try again

   - In case you have PABX, switch off the PABX for at least 5 minutes to clear any static in the line. Disconnect from the Internet and login again. Some PABXes generate static in the line that could make high noise within the line

   If the problem persists, please call Qualitynet Helpdesk on 804444.

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7. What if USB light is on (stable Green) and ADSL light is on (stable Green), but browsing is slow?

   - Make sure that you are connected at the speed that matches your Qualitynet package e.g. Silver (128 Kbps) and your modem should be connected at 192 Kbps. If not please call our Helpdesk on 804444

   - Make sure that there is no proxy setting in the browser

   - Try to download from local sites such as http://tucows.qualitynet.net open 3 or 4 sessions at the same time and check the total download speed

   - Try to download from other sites like, http://www.mirc.com or http://www.download.com. Open 3 or 4 download sessions at the same time and check the total download speed

   - Reboot the PC and test again.

    If this does not solve your problem, please call Qualitynet Helpdesk on 804444.

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