Troubleshoot email, wireless, intermittent connection and slow speeds Setup and Troubleshoot e-mail software Security Downloads, Information, and Terms Setup and Troubleshoot Modems Setup and Troubleshoot Wireless on your Computer or Modem MSN and Windows Live customers start here!

Troubleshooting Wired Connections

Many things can impact your internet connection. Learn how filters, modems firmware/drivers and other factors can affect your internet connection. If you need further assistance, please contact contact us for further assistance.

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  Power spikes -
Faulty power strips can cause inconsistent power resulting in frequent disconnects and modem restarts.
  Outside interference -
Anything from bad weather to power outages to electromagnetic or radio interference.
  Viruses or worms -
A virus or worm on your computer or network can cause the modem to lock up or frequently restart. See our Security page for more information about Malicious Software.
  Outdated firmware/drivers -
The software that controls your modem or computer may not be as reliable as newer versions, especially if the technology utilizing it changes. For help updating your modems firmware, go to the
Modem Firmware Page.
  Cabling issues -
If the phone cable between the modem and phone jack is too long (make sure to use the cord provided with your modem), loose, or damaged, it may impede or degrade your connection.
  Filters -
Bad, incorrectly installed, or missing filters can adversely impact your quality of service. For more information on how to correctly install filters, see our filter illustration or watch the step-by-step filter installation tutorial.
  Rebooting your modem -
Can help resolve connectivity or slow internet speed problems. Qwest can trigger a reboot of your modem.
IMPORTANT NOTE: you will lose your internet connection completely while your modem is rebooting.
  Resetting your modem to factory defaults -
Can help resolve issues where your modem is not responding as it should (e.g. does not maintain custom settings). Qwest can trigger a reset of your modem to its factory default settings. IMPORTANT NOTE: you will have to reprogram your modem, and any custom settings (example: port forwarding, or firewall rules).

Step-by-Step Tutorials

Have you already installed filters and still have an Intermittent Connection? Watch this tutorial for more troubleshooting tips. Fixing Intermittent Wired Connections

Filtering your high speed internet connection is very important. This is because your high speed internet shares the same line as your telephone equipment. If your high speed internet line is not filtered correctly, you may hear static/noise on your phone sets and/or experience a decrease in speed. Filter Installation

Helpful tip! Restart your computer. Then unplug the black power cord from the back of the modem. Wait 15 seconds and then plug it back in. Wait for the internet light to go steady GREEN. Then try to access the Internet.

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