Troubleshooting your internet connection on Windows Vista or XP

Run Windows update.

Run updated Virus Protection.

Verify that the Network Connection Icon is present in the system tray. Hover over the icon to see the connection speed.

Un-plug the Subscriber Module power unit from the wall for at least one minute, if not longer.  After at least one minute plug the Subscriber Module back into the wall.

IMPORTANT: If a router is being used, be sure to reboot your router by unplugging it for 1 minute then plug it back in.  You can also route the Subscriber Module cable directly into the PC skipping the router.  This will help isolate the problem by taking the router out of the loop.

Clean out all and any IP Addresses from the system by doing the following.

  1. Click the Start menu button on the Windows taskbar
  2. Click Run
  3. Type 'cmd' in the field.
  4. A command prompt window appears on the screen
  5. Type "ipconfig /flushdns" then hit enter and wait until it completes
  6. Type "ipconfig /release" then hit enter and wait until it completes
  7. Type "ipconfig /renew" then hit enter and wait until it completes
  8. Type "Exit" to exit the command prompt.

Check the settings in the TCP/IP dialog box.

To get to the TCP/IP dialog box from the control panel follow these instructions.

  1. Click Start > Settings > Control Panel
  2. Double click the Network Connections icon to get the Network Connections page
  3. Right click on your connection and select Properties
  4. The Local Area Connections Properties dialog box will appear
  5. Under the General Tab be sure that the "Obtain IP address Automatically" option button and the "Obtain DNS Server Address Automatically" buttons are selected
  6. Under the Alternate Configuration tab be sure that the "Automatic private IP Address" option button is selected

    Be sure that the subscriber module is plugged back in and restart the computer.

    Viruses and/or spyware are known to block access to the Internet.  If you followed the steps above and still cannot access the internet -- it could be related to a virus attack or spyware.  In these cases check your firewall software and make sure it allows you to connect to the Internet. To check this, temporarily disable your antivirus, spyware, and firewall software and check the connection again. If you can connect with these disabled, the problem is with your security suite.  There may be an incorrect setting (consult the security documentation) or you may have a virus or spyware -- see Weekly Maintenance to help solve this.

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