Most connectivity issues can be resolved by following the below steps.
If you are unable to establish an Internet connection please power cycle your DSL modem simply by unplugging the power cord and plugging it back in. Once your DSL modem has been turned back on, power cycle your wireless router (if you have one) and restart your computer system. If you are still unable to establish an Internet connection you can try some of the below suggestions.
Ensure that the connections between your phone jack, DSL modem, wireless router (if you have one), and computer system are properly connected.
Ensure that any device connected to your phone line other than your DSL modem has a filter attached to it. There should NOT be a filter on the phone line between the modem and the wall.
If none of the above has corrected your connectivity issue you can perform a factory reset on your DSL modem. This is done by depressing the recessed reset button on the back of your DSL modem for ten seconds while the DSL modem is turned on. Allow 5 minutes for the DSL modem to reset itself and renegotiate a DSL signal.
Slow Connection Speeds
If your DSL connection speed seems to have slowed down please power cycle your DSL modem by unplugging the power cord and plugging it back in; also power cycle your wireless router if you have one. Perform a speed test at www.speedtest.net. For a 1.5Mbit/second connection your download speed should be around 1200 Kbits/second (1.2Mbps).
If your connection speed is witihin this range you are running at optimal levels. If things still seem to be moving very slowly it might be a good time to have your computer system serviced.
Common Modem Errors / Solutions
Invalid Log In - Error 691
Access denied because username and/or password is invalid. This error occurs when the username and/or password you have entered to connect to the Internet does not match the username and/or password Intervista Internet has stored for you. Occasionally this error can be due to a server problem; however, it is usually resolved by re-typing the correct username and password. Your username is your complete e-mail address and your password is case sensitive. Check to make sure you do not have Caps Lock turned on. If you are unsure of what your password is contact support at (888) 709-4949.
No Dial Tone - Error 680
This error message is received when the modem does not detect a dial tone on the line to which it is connected. Modems dial up to the Internet exactly the same way that you do when you make a phone call - If no dial tone is present, no connection can be made. To resolve this problem, check the following:
Modem Not Responding
- Make sure that the phone cord from your computer is plugged securely into the phone jack. If this connection comes loose, the modem may not detect a dial tone.
- If you have the phone line from the computer plugged into a surge protector or a splitter, try bypassing these devices by plugging the line directly into the phone jack. If plugging the phone directly into the jack resolves the problem, then you know the problem is with your surge protector or splitter.
- If you have voicemail on your line, make sure you have cleared all new messages. Sometimes the "beep-beep-beep" indicator or stutter dial tone that notifies you of new messages can interfere with your modem's efforts to make a connection.
- Plug a regular phone into the phone jack and confirm that the phone jack is working correctly.
- Try a different phone cord.
The Modem Not Responding error may occur after you have installed a new modem or other new hardware on your computer. This error may also happen if you have recently reinstalled your operating system (for example, Windows), and the software that controls the modem was not installed correctly. To resolve this problem, check the following:
- If you have an external modem, check to make sure that the modem is turned on.
- If you have an USB modem, unplug it and re-plug into a different slot.
- Restart your computer and then start the modem again.
- Make sure there are no applications running on your computer that may be attempting to access the modem. For example, applications such as fax software often use the modem.
- Uninstall your modem, and then reinstall it.