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Operating System

The Internet / Service light is off

Note: After performing each step, please retry to connect to the Internet.

  1. Do a "Hard reset" of the modem by pushing the reset button for 10 seconds to completely reboot the modem.
  2. Try to uninstall and reinstall the Network card:

    Windows XP users:

    1. Unplug the Ethernet cable from your computer.
    2. Go to the Windows Control Panel, click on Device Manager and then click on the Hardware tab.
    3. Click the plus sign (+) next to Network adapters and find the Network card used for the DSL service.
    4. Right click Network adapters and then click Uninstall.
    5. Restart the computer.
    6. Your computer will automatically detect the Network card and install it. Wait for the box saying, Found new hardware device and Device installed and ready to use.
    7. Plug the Ethernet cable back into your computer.

    Windows Vista:

    1. Go to the Windows Control Panel and select Device Manager.
    2. Right click Network adapters and then click Uninstall.
    3. Click Scan for Hardware changes.
    4. Your computer will automatically detect and reinstall the Network adapter.
  3. Reset the TCPIP stack.
    1. Click the Windows Start button and select Run.
    2. Type "cmd" (without the quotation marks).
    3. Type "netsh int ip reset resetlog.txt" or "netsh int ip reset c: resetlog.txt".
  4. Reboot your computer in Safe Mode with networking

    This helps confirm that the problem is not due to spyware or an application conflict.

    1. Turn off the computer, wait for 30 seconds, then turn it on again.
    2. When you see the Windows Start Up screen, press F8 or F5 before the screen changes.
    3. Select SAFEMODE WITH NETWORKING from the start up options.
    4. Try your Internet connection.

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