Hi,

I got my Zyxel modem and my internet connection was supposedly activated last 21st of January but up to this date i still cannot access the network.

When I called tech support from sunrise and swisscom, they asked me to hire a technician to check the port.

Im trying to borrow a telephone unit so I could check if the phone line is working...

Anyone has any other suggestion?
Or maybe someone could recommend a tecnician that's not so expensive?

Thanks!
gnehw

it's very easy.

First, be sure that you can make phone calls, e.g. call your cell and check if the phone number you're calling from is the one you used when you ordered your ADSL.

Second, check if you have ISDN or not. Your ISP can tell you if you have. If you do, check if your modem is suitable for ISDN. If you do not have ISDN make sure your modem is not for ISDN .

Third, Make sure you did all the cabling right. Double check it. Check it again. Your ISP should be able to tell you how it should look like(it depends on wheter you have ISDN or not). If you did it right, your modem's LD( or DSL, ADSL) LED should be permantly on. If not, there is either no DSL signal on your phone line or a problem with your building's wiring. At this point you should call an electrician.

The above is not entirely true. Your ADSL line (I doubt that you have ISDN) could be functioning properly as a phone line but still could have problems with it's ADSL internet connection.

Most modems have four sets of led lights (possibly 5 too) up front to help the user diagnose at a galnce where the problem could lie.

1. Connection with PC
2. Connection with ADSL
3. Connection On-Line (i.e. internet working)
4. Power

Plug all connections and see which one is on and which ones are off. Look up the modem instructions to see what is what. If the problem is not at your end try calling your ISP and telling them which modem indicator is not lit to help them diagnose the problem.

Hope this helps.

Hi,

Thanks for all the replies. I actually did a lot of check and recheck of the cables even before i called their tech-suppport.

Now I think i really dont have any choice but to first check the line with a phone and get a technician worst case scenario.

While Im still trying to borrow phone unit for the testing from my friend, would be nice if someone has spare that's just sitting in the cellar. Also, can someone recommend a technician?

Thanks,
Wheng

(like bozz said, ) when you connect the modem, which lights are on?

And have you configured your ZyXEL modem/router with all the details given to you by your ADSL provider - username password etc etc. Typically your modem/router's web configuration interface is available via http://192.168.1.1
(My Zyxel is)

Hi,

Honestly, I dont know how to configure the modem but as what is said on the letter they gave me, the zyxel modem has been pre-configured before it was given to me and username and password they have provided is only needed if i wish to use any other modem.

As for question "which lights are on?", the modem has 6 lights on it but only 2 of them are on -- power and ethernet.

Attached Thumbnails

 

Which means the modem cannot find the DSL carrier signal on the phone line, which in turn can mean one of the following problems:

a) The modem is not properly connected to the phone socket (cable)

b) you use a phone on the same line, which means the phone and the modem must be separated using a splitter filter (which usually comes with the modem)

c) there is a problem with the DSLAM (DSL Access Multiplexer), a device that is hooked to your phone line at the local telephone exchange office to allow broadband Internet access.

The most frequent problem, in my experience, is b).

__________________

"Hi, I'm Larry Kudlow. I once had a 100k-per-month coke habit & a reality TV star picked me to manage your economy." — John Fugelsang

Here are the manuals (in English) for the various modem that Swisscom have. Good luck in getting your connection up and running.

http://www.swisscom.ch/res/hilfe/anl.../dsl/index.htm

Could you please tell me who to contact about problem c) ?
Thanks

if there is a problem with c), the ISP is obliged to help you. You don't need to hire any private technician.

When you plug the phone cable from the wall socket to the modem and turn it on, does the ADSL light even flash at all? If not you are likely not even hooked up to the DSLAM.

How many phone sockets do you have in your entire appartment? If any of the others are occupied and dont have a filter they will give your ADSL problems.

Your modem may have been sent to you in several configurations. if it is in bridged mode, then an IP is assigned to the device you attach to the modem.

Hi there , thanks so much for coming back to me on this. I get absolutely nothing on the ADSL light - I have a Fritzbox - in fact I have two and they've never let me down before (both respond identically). I have reset one to the original factory settings to be sure.

The apartment has two phone sockets - both unoccupied - I just put the splitter fitting in and the phone part works perfectly in either. I spent most of yesterday evening on the phone with sunrise with them telling me that everything looks fine on their end.

One possibility is that I might need to add an NTBA box between the output of the splitter and the router entry point - I'll try this tonight - I've just seen it on the Fritzbox manual - but I've never had this before.
thanks again for your help

@ Piazza

OK tried the NTBA box - still nothing - so since I'm getting no DSL lights on at all - STILL - what does it mean ?

If I am not even hooked up to the DSLAM then who's door do I need to bang on ?

I had a VDSL hookup before on Swisscom so perhaps the switch to normal ADSL has thrown an additional spanner in the works ? Any ideas there ?

thanks again.

In any case the door you need to bang on is your ISP.

As for not being connected, depends on the physical structure of the exchange boxes. There are electronic means avaialble today to hook your line to the DSLAM, but thats only in very new infrastructure, and the likely scenario for you is that it needs to be physically changed by a technician. This technician is contracted either by the ISP directly or the owner of the infrastructure (telecommunication company that owns the cables and exchanges etc). But in both cases the ISP is responsible for this.

VDSL still goes over twisted copper, as does ADSL so the issue lies at the connection end. They should have switched you over when you signed up though. Its possible they hooked you up to a faulty port.

Moral of the story, contact your ISP.

Thanks Piazza ,

I contacted sunrise again this morning and since I mentioned the acronym "DSLAM" they have agreed to look into it.

Many thanks again for your kind assistance.

take GGAmaur services !!

Are you sure that you don't have ADSL2? That technology is not compatible with the old DSL routers...