sundance-communications.com/forum Forums VOIP Phones & IP PBX Networking DSL Question

I'm sure you guys know I am NOT a CG, so here's my dumb question of the week: We just moved our offices from Springdale down to Fayetteville, and changed our ISP in the deal. Now, I can't connect to the internet at all, even though ATT says the install is finished, and I have spent 4 hours on the phone talking to a gum chewing "techie" trying to get it to connect. My computer says I'm connected, but that's to the network only. And the only other thing on the network right now is an IP phone, which also won't work. I'm running XP Pro, SP2. We have a tiny Motorola modem, a D-Link Wireless router, and a Netgear switch. I can plug into the switch to network with other devices, but cannot get to the internet, so I can't find out what the IP addy is for the modem. I can also connect my PC to the modem, and get connected, but not to the internet. it seems to me that I should be able to connect to the modem, at least, and then go to WhatismyIP.com to get my IP address (we're supposed to have 4). What's my next step?

Phil did your new provider give you the Motorola modem? Are the lights on the modem saying they are connected? Why/How do you have 4 IP addresses? Does the provider see your modem on their network?

I'll probably need some adult supervision on this response, but:

There should be four IP addresses associated with any account: One for the ISP gateway, one for the customer router, one that is usable and the last one which is not.

For example:

66.238.121.80 (beginning of block-unusable)
66.238.121.81 (lowest available-router)
66.238.121.82 (available static IP)
66.238.121.83 (end of block-unusable)

Unless additional static IP addresses are purchased, that is all that you get from a standard ISP account.

On your modem you should have a DSL light and if its an older modem it will have an ATM light. This light should be solid green if the modem has synched with the DSLAM. If you dont have sync then you have either some kind of internal wiring issue or a provider issue. Make sure that the telephone line has dialtone at the modem and also verify that it is the correct phone number. If these two things are good then youll need to call ATT. If you have static IP addresses from ATT then that is probably where the 4 are coming into play. Since you have a router that runs NAT this is not important as you just need 1. If I had to guess its probably a wiring or provisioning issue.

I have always had to reconfigure the modem and router to PPPoE when using a router with DSL. A computer connected directly to the modem will work fine but not through a router. Matter of fact that's how you reconfigure. I would call ATT to see if that's what it is and to walk you through it. Router will need to send a user name and password.

Edit to correct mistake.

-Hal

Phil, it's almost always a Bell issue. Once in a great while it's the modem. Extremely rare that's it's inside wiring. If a PC is connected straight into the modem, you should have internet.

Like it's stated above, if it's not in sync, it ain't your problem, it's Bell's, ATT or whoever your provider is.

I carry a spare modem in the truck just for proving this. If mine don't sync, Bell rolls a truck, plain & simple.

Phil, as was said what are the lights saying? Also I screwed up in my post above so I might not have been clear. If you connect a PC directly to the modem does it work?

-Hal

If your modem is in bridge mode then connecting your pc directly to it will not get you internet with ATT. They use PPPOE and a client has to authenticate. In this case the router authenticates the connection and the modem is just a transparent bridge. Since you had this already working in the other office its most likely ATT's issue but you still need to make sure you have DT at the modem and that the correct line is there. Where was the tech support call left at?

Yes, if you still are using the same modem as at the old location then you need to contact the ISP. It and your router should already be set up bridge/PPPOE. I didn't get that from your post, I assumed since you changed your ISP they sent you a new modem. In default (out of the box mode) you should be able to connect a PC directly to the modem and have access.

Another possibility that comes to mind (if it is your old modem) is the authentication. New ISP=new login.

-Hal

I would check in your D-link as well. Your DSL connection can either be setup two way's Static IP addressing which would need to be changed in your D-Link Router. If your Modem is DHCP, and your D-Link Router is set for Static, there would be an issue.