DSL and Wireless Internet Troubleshooting
Article Date: July 31, 2009

The following troubleshooting guide is developed for PlantersNet DSL and Broadband customers that are having with trouble our service. Currently, all new customers are receiving the BEC Technologies 7800TN ADSL/FTTH Gateway device (see photo) for connection with our service. The majority of customers however, will still be using the BEC Technologies 7402GT ADSL Modem (see photo). This guide is developed for customers using the BEC models and all customers having trouble with Westell Wirespeed modems should call our offices for troubleshooting help.

DSL Connectivity Issues

If customers are having trouble with their broadband service not connecting, the following steps can be taken.

  1. Reboot the device. On certain occasions, the modem may lose connectivity with the switching office. This happens for various reasons, including bad weather. If continuous rebooting is necessary for you to get online, call our offices to let us know of the issue.

  2. Verify that the ADSL light is solid green (see photo). In order for customers to get online, the modem has to be in "sync" with our DSL equipment in the field. The way to verify this is to see if the ADSL light (or DSL light on BEC 7800TN model) is solid green.

    • If ADSL or DSL light is not on or it is blinking, make sure that the telephone cord is plugged into the modem from the jack on the wall. Also, if you are using a dual-port jack, make sure the telephone cable is plugged into the port that is marked "DSL". If all connections are correct and still, a solid ADSL light cannot be created, please call our offices.

  3. Make sure all cables going to the computer are connected. If the ADSL or DSL light is solid, the next step is to make sure that the cable going to the computer is connected. For example, if there is an Ethernet cable plugged into port 1 on the modem and the other end of that cable is plugged into the computer, then there should be a light on port 1 on the front of the modem (see photo). This light may be blinking, which is an indication of data being exchanged from the computer and the modem.

    • If there is no light on the port that is connected to the computer (either ports 1, 2, 3 or 4), try another port on the modem and see if a link can be established here. If no link is established or on your computer you receive a message like "Local Area Connection: Network Cable Unplugged", please place a call to our offices to determine to cause of the issue.

  4. Try connecting to the Internet. If all of the above actions are completed properly, try to connect to the Internet. If a connection still cannot be made, please call our offices to get the issue resolved.

Note: If a wireless router is also connected to the DSL modem, please disconnect this device from the modem and connect the computer straight to the modem. This will help us to eliminate any issues created by the router and helps us to determine if there are any issues with the modem.

Wireless Internet Setup

Both models of our BEC modems also offer wireless routing capabilities for customers looking to access the Internet wirelessly throughout their homes.

On the 7402GT, the wireless function is enabled by default. To verify this functionality, the WLAN light on the front of the modem should be lit (see photo). However, if it is not, the following are steps to enable or disable this function.

  1. Open your web browser and in the address bar, type 192.168.1.254. If you are already connected to the modem, open a web browser, such as Internet Explorer, Mozilla Firefox or Apple's Safari, and in the address bar (where the address of the website is located, such as http://www.planters.net) erase everything that's in there and type 192.168.1.254 (see photo).

  2. Username and password prompt. After entering the IP address of the modem and pressing "Enter", you will be prompted to enter a username and password. The username is admin and the password is admin (see photo).

  3. Click Configuration. (see photo)

    • For customers using the BEC 7800TN, click Advanced then Configuration (see photo).

  4. Click LAN. (see photo)

  5. Click Wireless. After clicking "Wireless", on the right side of the screen, you will see "WLAN Service". Enable and Disable will be the two options that are available for this service. Enable turns the wireless functionality on and disable turns it off. (see photo)

    • Remember, after clicking Apply, be sure to click the Save Config button on the bottom of the screen (see photo). This ensures that all changes will be saved to Flash memory and if a power outage happens, the modem will retain it's settings since the last time the configuration was saved.

Once the WLAN light is lit on the modem, any computer, PDA, gaming device, etc. can get an IP address wirelessly and be able to get online, as long as there is no security enabled on the network.

The wireless signal on all of our modems use the unlicensed 2.4GHz range, meaning that they have the potential to interfere with microwaves, 2.4Ghz cordless phones, baby monitiors, Bluetooth devices and even more. This doesn't happen in all cases, but it is possible. So, if you are constantly unable to connect wirelessly to your modem, try to connect to the modem via an Ethernet cable first. This is the only way to determine whether there is a problem with the DSL service or if there could be some interference between the computer and the modem or if there is another issue of the computer.

Wireless Internet Security Setup

Some customers may prefer to have a security-enabled wireless network, meaning that in order to get access to the network, each user must have a password or shared-key that they use to get online. The following are directions to enable that service.

  1. Open your web browser and in the address bar, type 192.168.1.254. If you are already connected to the modem, open a web browser, such as Internet Explorer, Mozilla Firefox or Apple's Safari, and in the address bar (where the address of the website is located, such as http://www.planters.net) erase everything that's in there and type 192.168.1.254 (see photo).

  2. Username and password prompt. After entering the IP address of the modem and pressing "Enter", you will be prompted to enter a username and password. The username is admin and the password is admin (see photo).

  3. Click Configuration. (see photo)

    • For customers using the BEC 7800TN, click Advanced then Configuration (see photo).

  4. Click LAN. (see photo)

  5. Click Wireless Security. After clicking "Wireless Security", on the right side of the screen, you will see "Security Mode". If the drop down menu says "Disable", click it and you will be given a list of security modes. The current option for maximum compatibility and security would be WPA Pre-Shared Key or WPA1 Pre-Shared Key (see photo). After clicking this option, a number of other parameters will be available, one of them being WPA Shared Key. In this textbox, you can enter the passphrase (at least 8 characters) that you would like to use to secure your network (see photo). All other options can be left to default levels.

  6. Click Apply.

    • Remember, after clicking Apply, be sure to click the Save Config button on the bottom of the screen (see photo). This ensures that all changes will be saved to Flash memory and if a power outage happens, the modem will retain it's settings since the last time the configuration was saved.



 
 
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