Northwood DSL Network Service

Troubleshooting and Repairs

If you are having a problem with the Northwood DSL Network Service, refer first to the Troubleshooting Your DSL Connection section in your DSL Network Service Guide. Then, try the following tips (in order). Any one of them or several in combination may make a call to the ITCS Consultants unnecessary.

1. Check to make sure all the connections are tight.

2. Reboot the DSL modem by turning the power button off, wait 15 seconds, turn it on again, and wait until the DSL/PPP LED stops blinking green.

3. Reboot your computer.

4. In the case of a Windows computer, run the appropriate command to Release and Renew your IP address (see documentation).

After renewing your IP address:

• If your IP address starts with 169, you do not have network connectivity. Call (734) 764-HELP, Option 2, to initiate a trouble ticket.

• If your IP address starts with 10, you have connectivity but you need to re-register your computer.

• If your IP address starts with 67, you have connectivity and a working connection, but there may be something wrong with the particular service or website you are trying to reach. Try going to several different websites or using more than one Internet application to help determine which service is affected. Or wait 15 minutes and try again.

• If your IP address starts with 67, but you can't use the Internet, try changing your Domain Name Service (DNS) settings. The default setting is to obtain DNS automatically. If necessary, you can change this to manually set the DNS addresses to 141.211.144.17 (primary) and 141.211.125.17 (secondary). If you already have those servers set up to do DNS, you can try changing back to the automatic setting. (Depending on your operating system, you may have to reboot your computer after making this change.)

After trying all of these tips, if you are still having problems, call (734) 764-HELP, Option 2. The ITCS Consultants will provide you with network outage information as well as preliminary troubleshooting assistance. Be prepared to provide your name, uniqname, telephone number, and IP address information, and tell the consultant that you have the Northwood DSL Network Service.