Search AOL Help

How to search

DSL modem is synching but not connecting

This problem occurs when the modem can see the DSL signal from your telephone line but is unable to use it to make a connection and log on to the AOL software.

In order to fix this problem, please work through the following steps:

Run a Dial-up Networking (DUN) Test

DUN Test using BT Voyager modem

1. Double-click the BT Voyager icon on the taskbar, normally bottom-right of the screen near the clock.
2. Click the AOL Test 1 button and wait for the test to finish. A pass/fail message will appear.
3. Repeat the above steps with the AOL Test 2 button.

DUN Tests using the Alcatel SpeedTouch modem

Use the Speedtouch dial-up icon on the desktop to carry out these tests. If the icon is not present please remove and reinstall the drivers.

1. Test 1: In the Username box type: (case sensitive) - ISUR_AOLDSL@americaonline.aol.com
In the Password box type: (case sensitive) - roughalien, and click Connect.

2. Test 2: In the Username box type: (case sensitive) - bt_test_user@startup_domain
Password: {leave this field blank}, and click Connect.

Proceed to the next step but if any of the tests fail, make a note of the DUN Error Code in case you need to contact Member Services.

Remove and reinstall your broadband modem drivers

Windows Vista users: Please skip this step.

Before you begin, please ensure you have downloaded the most recent version of the modem software from AOL Keyword: Broadband Drivers.

You can reinstall your modem as follows:

BT Voyager 50 (or 100/105) USB DSL Modem

1. Click Start, then Settings and Control Panel.
Windows XP users: click Start, and then click Control Panel.
2. In the Control Panel, double-click the Add/Remove icon.
Windows XP users may need to click Switch to classic view for this option to be visible.
3. Select the BT Voyager 50 (100/105) modem and then click Remove.
4. Once the drivers are uninstalled, restart your PC.
5. Explore your broadband CD and run the Doctor.exe (Doctor100.exe/Doctor105.exe) file.
6. Once this is complete you are ready to install the modem drivers again. Go to AOL Keyword: Broadband Drivers for installation guides and modem driver software.

Further information for BT Voyager and Alcatel modems

Check your firewall software

Persistent difficulties in connecting to AOL may be due to the presence of firewall software. Classic symptoms include web pages not displaying and the Buddy List failing to load. See Firewall Software for further information and instructions to configure your firewall for AOL.

For all firewall packages, the AOL program files you should set to permit / allow are as follows:

1. waol.exe
2. aoltpspd.exe
3. AOLacsd.exe
4. AOLDial.exe

If you are having trouble finding the answer to your query, contact Member Services.