High Speed Internet Troubleshooter

 

1.                  Is it email only?  Is both the internet and email not working?  If it’s an nckcn.com email problem only and you are able to browse the internet; call nckcn.com technical support 1-877-841-6500 (8am-8pm Mon-Fri).

 

2.                  Try another website.  Try to browse www.nckcn.com or www.google.com.  If those sites work, it could be just the site you were trying is down.

 

3.                  Reset your router.  If you have a router, power cycle it (unplug the electrical power and plug it back in to reset the router).  After the lights settle, try the internet again.

 

4.                  Check the power.   Does the modem, computer (and possibly router) have electrical power?  Are there any cables that are unplugged?  Check for power problems if there are no lights on the modem. 

 

5.                  Check the Standby button.  If the all the lights are out on the modem or the “Standby” light is lit amber, toggle the Standby button located on the  modem.  If all the lights come back on after hitting the Standby button, try browsing the internet.

 

6.                  Is the modem locked on?  Are all 4 green lights (Power, Receive, Send, & Online) on solid?  Is the 5th light down (Activity) flickering?  If all four green lights are not solid (and you haven’t power cycled recently), a technician needs to be dispatched to troubleshoot a signal problem.  A possible scenario of a signal problem would be the Power and Receive lights on solid with the Send light flashing…

 

7.                  Do you have a software firewall?  Norton Security, Zone Alarm or McAfee Security?  Right-click on their icon in the bottom right corner System Tray and disable them.  Try to browse the internet after disabling them.

 

8.                  Reset everything in order.  If all 4 green lights are solid, try these steps:

DO NOT EVER PUSH THE RESET BUTTON ON DSL MODEM! This will wipe out all settings!

a.       Turn the power off to all components (modem, computer and router if you have one).

b.      Power up the modem ONLY first and wait for all 4 green lights to lock on solid.

c.       Next power up the router if you have one.  Wait for the lights to settle.

d.      Boot up the computer last and wait for Windows to finish loading before trying to browse the internet or check your email.

e.       It’s very important that you let them   boot up in that order   and not just flip the switch to the power strip that will turn them all on at the same time.

 

 

9.                  Is your LAN disabled?  Check to see if your Local Area Connection is disabled under Network Connections in the Control Panel.  If it’s disabled, right click on the Local Area Connection icon and click Enable.  Again, try to browse the web.

 

10.            Any new programs or updates lately?  Did your internet quit working after a new program was installed?  Uninstall it or check the internet settings on that program on your own.

 

11.            Contact your local computer repairman.  Other settings that may have been changed on the computer, bad Ethernet card, mysterious lightning damage, program conflicts, etc. could be the culprit.  We can have a technician stop the next time we are in town to connect our laptop to the same modem for a final check.  Our computer work is limited to Ethernet card installs and basic setting changes needed to connect to the internet.  We do not provide computer repair; only high-speed internet.  Your local computer repairman can better suit your computer repair needs if the above steps do not fix the problem.

 

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