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 Sunday, 22 November 2009
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Modem cannot find an AOL DSL line

AC 4002

The modem could not connect through your DSL service. This may be due to your modem connection.

To fix the problem, try one or all of the following:

New Broadband members: Check if your DSL service has been activated


When your AOL Broadband connection has been enabled, you will receive notification by email. Please check that you have received this email. If you have not received it, it is possible that the broadband connection is not complete yet.

Please note: It can take up to 14 working days from the date of order to get AOL Broadband set up.


Check your physical connections


Connection problems might be caused by something as simple as a loose connection to the modem, modem router or a filter. Check the connections are correctly set up as follows:


1. Unplug every device from your broadband-enabled phone line. Ensure to check every telephone point.
2. Locate the master phone socket and plug the filter directly into this socket.
3. Plug the DSL cable (the yellow line cable) into the DSL side of the filter.
4. Plug the other side of the yellow cable into your DSL modem or modem router.
5. Connect the DSL modem or modem router to the computer via the USB or ethernet cable provided.

Notes
-- For the best performance, we recommend that you always use your master socket and the DSL cable provided. Remove any extension cables that are present.
-- The cable connecting the DSL filter to the modem or modem router should be no longer than 10 metres.
-- Any other telephony devices connected to the phone line, such as a burglar alarm, or Sky digital must also be connected via a DSL filter.
-- Ensure that no more than four telephone sockets, including the master socket, are in use.


Restart the computer


Restarting your computer will refresh the files and folders in Windows and may help to solve the problem you are having.

1. Shut down your computer in the usual way, eg by clicking Start, then Shut Down.
2. Wait 30 seconds.
3. Turn your computer back on and try to connect again.

*Use the One-Click Fix to restart your computer.


*To use this fix, you'll need to first download the One-Click Fixes. To run the fix you must be using the AOL software or Internet Explorer. One-Click Fixes are unavailable for Windows Vista and Macintosh users.


Check if your modem is installed correctly


You may be unable to connect to the AOL service if your broadband modem or modem router is not installed correctly or has been disabled.

Enabling the modem or modem router

To enable your modem or modem router, follow these steps:

1. Click Start and then select Settings and Control Panel.
Windows Vista/XP: Click Start and then select Control Panel.
2. Double-click the System icon.
3. Select the Device Manager tab.
Windows XP/2000: Select the Hardware tab and then click Device Manager.
4. Click the plus (+) sign beside Network Adapters.
5. Look for Globespan USB ADSL LAN Modem or an Ethernet device.
6. Windows Vista, XP or 2000 users: Right-click Globespan USB ADSL Modem or the Ethernet device and select Enable.
Windows Me/98: Highlight Globespan USB ADSL Modem or the Ethernet device and click Properties, then untick Disable in this hardware profile.

Notes:
-- If you see Disable, this means your modem or modem router is already enabled. Do NOT click Disable.
-- If you see a yellow exclamation mark beside the modem, this indicates a problem with the modem installation and it will need to be installed again.


Delete and reinstall the DSL 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


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Further Assistance

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



*One-Click Fixes

One-Click Fixes can help to fix some problems automatically. To use the fixes recommended here, you'll need to first download the One-Click Fixes.
Note: One-Click Fixes are unavailable for Windows Vista and Macintosh users.