Troubleshooting ADSL No Sync Layer 1

*Before any troubleshooting determine if it is an ADSL or PSTN (Public Switched Telephone Network) issue.

Potential Cause:Try This:
No dial tone or line noise on your home phoneAlways troubleshoot any phone issues before focusing on any internet issues.
Network OutageCheck here for Telkom and CyberSmart outage in the area.
Physical SetupConfirm that all your modem cables are in good condition and plugged in securely.
Wireless issuesTest your connection on a computer connected to your modem with an Ethernet cable to rule out any wireless issues.
Browsing IssuesIf your modem has no irregular status lights, try to view a website with a different computer or device. If only one computer/device can’t view a website, that device may have browsing issues.
Central Splitter RequiredIf you have more than three telephony devices or a Back to Base Alarm system, you may need to contact an Telkom Approved installer to install a central splitter.

Layer 1 – Physical Layer (Cable, Fiber)

Probing Questions:

Is the router on?

  • Yes – When last was the router restarted / power cycled?

*Restart Test – Restart all CPE (Customer Premises Equipment)

  • No – Check power source, power router up.

Is the cables plugged in correct?

  • Yes – Verify setup in router manual.
  • No – Setup needs to be done correctly as in the router manual.

*See “ADSL and PSTN Setup” article for reference.

Is the connection isolated?

  • Yes – Verify that the isolation test is over Ethernet and not Wireless.
  • No – Isolate connection.

*See “ADSL and PSTN Setup” article for reference.

What is the DSL / SYNC light doing on the router?

Router:Indicator:Light:Description:
NetCommADSLOffNo ADSL signal
Slow Flashing GreenADSL line – Handshaking in progress.
Fast Flashing GreenADSL line – Training in progress.
Solid GreenADSL line – Connection is up.
D-LinkADSL ro Link/ACTOffNo ADSL signal is detected.
Slow Flashing GreenADSL line – Handshaking in progress.
Fast Flashing GreenADSL line – Training in progress.
Solid GreenADSL line – Connection is up.
BelkinADSLOffNo ADSL signal is detected.
FlashingADSL line – Handshaking in progress.
SolidADSL line – Connection is up.
LinksysADSLOffNo ADSL signal is detected.
FlashingADSL line – Hankshaking in progress.
SolidADSL line – Connection is up.
BillionADSLOffNo ADSL signal is detected.
FlashingADSL line – Handshaking in progress.
SolidADSL line – Connection is up.
NetgearInternet or DSLOffNo ADSL signal is detected.
FlashingADSL line – Handshaking in progress.
Solid GreenADSL line – Connection is up.
Netgear*DSLOffNo ADSL signal detected.
Flashing GreenADSL line – Handshaking in progress.
Solid GreenADSL line – Connection is up.
Thomson
Alcatel
Thrchnicolor
Broadband or DSLOffNo ADSL signal is detected.
Flashing GreenADSL line – Handshaking in progress.
Solid GreenADSL line – Connection is up.

Is the latest firmware installed on the router?

  • Yes, confirm latest install.
  • No, download router firmware update from router homepage / or from manual CD and install.

Factory reset router.

  • This is a last resort when all the troubleshooting you’ve done has failed.
  • The router would need to be re-configured after reset.

Lodge a fault with Telkom to SYNC the line for ADSL.

Simon van der Merwe

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Category: ADSL

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