Unable to Connect: DSL modem has flashing or no Ready/WAN light (no sync)

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Unable to Connect: DSL modem has flashing or no Ready/WAN light (no sync)

Your DSL modem may not have the ready light while trying to connect to the AOL software. Listed below are some solutions to resolve the issue. After trying the first solution, check to see if you can connect to the AOL service. If the issue persists, continue using the suggested solutions until the problem is fixed.

Information you need

You will need to know the version of the Microsoft Windows operating system installed on your computer. You can find this information by following the steps given in the online help article How do I determine the version of Windows I have?


Power cycle the computer, modem, and any home network component

Restart your computer and all connectivity-related hardware components to ensure that the computer responds correctly and get a better connection.

1. Restart your computer. To know how to do so, refer to our online help article Restart the computer.

2. Turn off the DSL modem and any other home networking devices that you may be using by unplugging them.

3.Disconnect the Ethernet cable from the router and plug it directly into the Ethernet port at the back of the computer. This is an RJ-45 Ethernet port and looks similar to a regular telephone jack but is wider and labeled Ethernet, Enet, or 10base-T.

4. Ensure that all physical connections are set up correctly as described below:
  • A phone cord should connect the wall jack to the DSL modem. The phone cord should be connected to a wall jack associated with the DSL-active phone line. There shouldn't be any filters on this cord.
  • A power adapter should connect the DSL modem to an active power outlet.
5. Ensure that filters for other devices are arranged correctly as described below:
  • The filters for other devices (e.g. phones, answering machines, fax machines, caller-ID machines, alarm systems, and automated meter readings that are on the DSL phone line) should be arranged correctly.
  • A filter plugs into the wall jack.
  • The phone cord plugs into the filter.
  • The other end of the phone cord plugs into the phone. There shouldn't be any filters on the phone cord that connects to the DSL modem. Other improper arrangements include a filter plugging into the phone or the other end of the phone cord plugging into the wall jack.

4. Plug in the DSL modem and wait for the appropriate indication lights to light up. Try signing on to the AOL software.

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Check physical connection

1. Follow the diagram shown below to check the physical connection.

Note: Modems may vary in appearance.

2. Connect a telephone instrument directly to the wall jack and check whether there is a dial tone. If there is a dial tone, then the jack is working fine and you should continue troubleshooting.

3. Ensure that the modem is not placed near electronic devices, such as; stereos or microwaves, as this may cause interference. If so, move the modem or devices a little away and then try again to connect.

4. Confirm that the member is using a 6 ft. cord that came with the modem kit. Long cords can be problematic. Remove long cords, filters, and/or splitters Connect a short cord directly to the modem.

5. Confirm that all devices, including phones, fax machines, and routers, have filters installed. If yes, remove all devices and attempt a direct connection to rule out issues with these devices/filters.

Remove conflicting software or hardware

New software or hardware could conflict with the member’s DSL connection. If member has recently installed a new software or hardware, check whether the date coincide with the high speed outage. If yes, uninstall that software/hardware and attempt to connect to the AOL software.

Test at the demarcation point

If all other troubleshooting steps have failed, you need to determine whether the wiring in the home is causing the issue. To do so, you will need to locate the test jack (or NID – Network Interface Device). Determine the phone company’s phone/data wires end point and the home wiring start point. The NID is usually located at the side of house, close to other utility entrance points. Some common examples are shown below.

Typically, the test jack is inside this box. Plug your telephone or modem into this jack to see whether it is working. The picture below shows the location of some of the jacks in common NIDs.

If the telephone or modem works after plugging it in the test jack, then the problem is likely with the wiring within the home. Inform the member about it.

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About this article:
Last updated: 06-19-2014
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