Earthlink DSL headache

Question

Level 2

180 points

Earthlink DSL headache

I've posted this on one of the OS X boards, but as you can see, I could use all the help I can get. Apologies in advance if it rambles.

When I first got my DSL modem, my internet connection wasn't all that solid (it would drop every time the computer went to sleep). Then it started to go on the blink entirely. I tried Earthlink's live chat and the advice I got was useless. Finally, someone suggested resetting and reconfiguring the modem. The problem was that I couldn't connect Earthlink's setup page. I called Earthlink and found someone who actually helped me through about an hour of fiddling with my network preferences. I reconfigured and all was well, UNTIL this morning!

All the lights on my Zylex 645 modem were on, but I couldn't connect. I recycled the modem: no luck. So I called Earthlink and the service rep said the problem might have been a network failure but he also suggested that I reset the modem. Fool that I am, I did as I was told. And with that, things got worse. The ACT light went off and hours later when there were no network problems in my area, there was still no connection. So I called Earthlink (I never learn!). This time, I was told to set up a new location (DSL2) which I did. BUT the ACT light is still off. The service rep said not to worry, but now once again when the computer goes to sleep, the LAN connection goes off as well. And once again I'm having problems quitting Word because Microsoft can't figure out if I'm using my software on another computer or something of the sort.

When I went back to Earthlink a third time (foolish me), I asked a techie if I should reconfigure my modem via Earthlink's reset page. He said yes, but once again I can't connect with the page and Earthlink now tells me that my TCP/IP files must be corrupt or missing. What a mess!

As you can probably tell, I'm no computer expert. I'm just baffled, frustrated, and ready to scream. So, until I call Earthlink a fourth time, any ideas from my fellow mac addicts would be gratefully and even prayerfully received.

Thanks

emac, Mac OS X (10.4.6), 640 megs RAM

Posted on May 15, 2006 6:59 PM

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Answer 1

thaxted Author

Level 2

180 points

May 15, 2006 7:23 PM in response to thaxted

Of course, I meant a Zyxel modem. Sorry for the misspelling.

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Answer 2

PT

Level 7

20,894 points

May 15, 2006 8:17 PM in response to thaxted

Happened to me not too long ago and tends to be the last thing you think of, but should be the first. Is your phone jack ok? Try moving the modem to a different phone jack and see if the problem follows it.
On closer inspection of my jack, I found one of th metal fingers of the connector was broken and making intermittent connection. Replacing the jack with a new one from ye ol' Radio Shack got me back up and running.
Of course like you, I first spent a good hour or so on the phone with my DSL service trying every conceivable setting and fix.
Patrick

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Answer 3

thaxted Author

Level 2

180 points

May 15, 2006 9:42 PM in response to PT

Thanks for the advice, PT. Would that it were that simple. The problem I have now is not that I'm disconnected, but that having followed the advice of the incompetents at Earthlink, my connection doesn't work as it should:

1. When I put my mac to sleep or turn it off, the modem drops its LAN connection.
2. The ACT light never comes on.
3. I can't quit Word when I'm connected to the net because the connection to Microsoft to check to see if I'm using a copy or not fails.
4. I suspect that all these problems mean that I need to reconfigure the modem, which is what I did the last time something like this happened but I can't connect to Earthlink's setup website.

The Earthlink people I've spoken to have wreaked havoc with my settings, and I don't know how to fix them. I was in a similar pickle several weeks ago and I lucked out around 2 AM in finding someone at Earthlink who knew what she was talking about. So far, no such luck.

By the way, Earthlink has now made it all but impossible to e-mail complaints. Either you have to go to live chat (useless) or call them (long waits and only occasional correct answers).

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Answer 4

PT

Level 7

20,894 points

May 16, 2006 6:42 AM in response to thaxted

Well have you actually TRIED moving the modem to a new phone jack? Seems to me nothing else has worked so giving it a try certainly couldn't hurt.
In my case, when I had the broken jack, it wasn't like I had no connection at all or I would have quickly found the issue. Instead I barely had a connection where it would show being up and connected to the internet, but just barely able to maintain the basic handshaking. Despite being connected it was not actually able to transfer any data so web sites wouldn't load or would load maybe part of a page if you left it sitting there for 15 minutes. So in my case it was acting weird like there was a setting or system problem and it wasn't obvious that is was a bad jack which you would have assumed would just show up as not connected.
I assume you already went back to the beginning and reset the modem to the default, running it without firewall or other security features and configuring the computer to what ever the basic state was and that didn't work? Is the modem just a modem or is it also a router (wireless router as well)? If it is just a modem, do you have a router in between the modem and your computer?
Patrick

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Answer 5

thaxted Author

Level 2

180 points

May 16, 2006 9:58 AM in response to PT

Patrick,

Thanks for your interesting message. But before I read your suggestions, I at last found someone at Earthlink who knew what she was talking about. If you've got the patience to read on, here's what happened in a nutshell.

I had already reset the modem. This is what the first Earthlink rep suggested. BUT, as you point out, this should have been followed by reconfiguring the computer. It also required reconfiguring the modem. Alas, the Earthlink rep did NOT tell me this! The second Earthlink rep I spoke to did tell me to set up a new location in network preferences. BUT he was oblivious to the fact that the action light on my modem was off, and he did not tell me that I needed to reconfigure the modem. When I figured that out on my own, I couldn't connect to Earthlink's setup site from the location he had given me. The third Earthlink rep I chatted with insisted that my preference files were corrupted and that I needed to get help from Apple. That made no sense to me.

SO, this morning I spoke to another service rep. She told me to set up yet another location, configured by DHCP (as opposed to manually or using PPPoE). When I still couldn't connect to the setup website, she added DNS numbers and a search field (earthlink.net). Then I connected, reconfigured, and all is well.

Not being computer savvy, I don't know the ins and outs of what happened. Perhaps you do. In any case, thanks again for taking the time to help out. And having had cable and jack problems in the past when I had dialup, I won't foget your advice.

Cheers.

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Answer 6

PT

Level 7

20,894 points

May 16, 2006 10:08 AM in response to thaxted

I'm very pleased to hear you finally got someone who could get it all straightened out. I know how awful it can be these days talking to these phone monkeys who usually blame the other third party for the problem and insists it isn't their product. And when they tell you to do things you KNOW won't help, but have to sit there and jump through their hoops to get to a point where they will actually LISTEN to what you are telling them.
Happy surfing!
Patrick

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Answer 7

May 19, 2006 7:15 AM in response to thaxted

Hi: I am new to this discussion on the DSL matter. I have sighed up with Verizon DSL and I am about to be connected nexy week. I have belonged to Earthlink for over three years and they have been wonderful to me for all their answers to my questions. I did not go with earthlink because of their prices for their DSL. Is there any one out here who has the Verizon DSL and care to comment on their setup. I would appreciate if anyone can give me any pro's or con's.
Thank you

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Answer 8

PT

Level 7

20,894 points

May 19, 2006 2:03 PM in response to marvelous marv

I have Verizon DSL and have had it almost a year now. No problems to speak of, at least not that were Verizon's fault. One thing that did get me when I first got it is I received the Westell DSL modem Wireless Router and you usually get the stuff several days before they turn on your service. So while waiting for them to email telling me DSL was now turned on and I could set up my account, I found a spot for the router near my phone jack (which is no where near my computer) and mounted the router on the wall hidden behind something. I turn on my eMac's airport car and I can talk to the modem. No internet yet of course, but I could wirelessly browse the routers menus and whatnot. So I get the email to go ahead and activate my Verizon account and I try and try and it won't work. I still can talk to the model/router fine. So I call up Verizon and after a little while the guy asks me if I am plugged into the router directly. No, I am wireless talking to it. Nope, he says, you have to cable directly from the computer's ethernet to the router to run the setup. Huh? So I have to go get my router off the wall, unplug everything, drag it over to the computer, drag out an old LONG phone cord to reach from the jack to my computer, hook everything up and tried running the sign in CD again. Well wouldn't you know it, it logs right into Verizon and I am able to setup my account. After that, I put the router back and from then on I could use it wirelessly. So the moral of the story is that NO WHERE in the documentation does it state you have to hardwire to the router from your computer the first time you set it up. But you do, so keep that in mind. Patrick

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Answer 9

Eyewake

Level 1

5 points

May 20, 2006 1:00 AM in response to thaxted

yeah, that happened to me too, if you reset your modem (factory default) you are clearing all your settings, so you would have configure modem via browser, usually 192.168.1.1 and enter user, ISP name, Pass, etc.

I always try to avoid that step, but some times is needed.
TIP: glue a label on the back with your modem with your settings, so if it happens again all you have to do is to flip the modem to get the settings, most of us we deal with this very once in a while in our lives.
-G-

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Answer 10

Jul 10, 2006 7:38 AM in response to thaxted

Thank you for sharing your experience. It helped me understand my problem and solve it.

I just purchased a brand spankin' new Intel iMac.

I pulled it out of the box, tried to hook it up to the Earthlink DSL line and it wouldn't work. I spent hours trying to figure out what the problem was. I called Earthlink once for help and couldn't get a hold of their Mac support team because it was after hours on the weekend.

I read your message about adding DSN numbers and the Earthlink.net search field. I called Earthlink the next day and they solved my connectivity issue by providing the exact same solution you mentioned. It would have saved me many hours in the first place if Earthlink would have just posted the info on their Web site -- or at least included the info with the worthless installation disk they provided.

Thanks again, problem solved

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