Resolved AT&T DSL Modem Malfunction

Only the green lights for Power and Ethernet are lit on my AT&T (Siemens) modem. The lights for DSL and Internet are not. I have reset the modem, but that has had no effect.

I have IE8, Firefox, and Chrome, and all I receive are notifications that the page is not available.

Everything was working fine until yesterday. Any suggestions as to what to do?

P.S. Everything is legal and paid for, and I have rights to the AT&T DSL.

 

Pretty straight forward - you either have a modem that has gone south or your AT&T DSL service is out. AT&T has been encountering some problems since the acquisition by BellSouth and the integration of services.

If I knew what region you are in, I might be able to provide additional information. In the Southeast, there have been password and account setup changes that could affect your connectivity.

Regardless, your best bet may be to call AT&T and ask for a service technician to visit your location. Don't let them scare you - there is no charge if its their problem and that includes a flaky modem or a line problem.

 

Rockster2U,

Thanks for the reply

I am in the Southwest Region--Clovis, CA, to be precise.

It could be that the modem is dead. What occurred is that there was a power surge about 8:30 Tuesday evening. The computer and Internet were on, and I was watching TV. The TV flickered and then went off, and I had to turn it on again--no surge protector. However, the computer monitor flickered and then the computer rebooted. All three--the computer, the monitor, and the modem--were plugged into the surge protector (a Belkin, so reliable). But I believe that's when the problem with the modem began, which I didn't notice until the next morning when I attempted to use it again for the first time since the surge.

Or could it be that the surge did something to the settings in my computer, since it did reboot? Otherwise, the computer is working perfectly well with all programs that do not require an Internet connection.

I will call AT&T, but is there anyway I can test the modem before then? Or might there be something about the settings in my computer?

I forgot to mention in my last message that I did reset the modem using a paper clip and the entrance on the back of the modem, so that is not the problem.

Also, any information pertinent to the Southwest Region would be appreciated.

Finally, I do have the AT&T installation disk. Might that solve the problem? Unfortunately, at the moment my cd drive is down, so I'll have to wait on that one for a couple of days. But whatever you think about the possibility of the disk solving the problem would be appreciated.

Steven

 

If you reset the modem like you said with a paper clip and that didn't do any good, and you don't have a Router, I would say the modem went bad. Call AT&T and they can try to ping the modem and tell you what is going on. AT&T bought Bell South and not the other way around. I am an X Bell and AT&T employee and know what they will do.

 

Mr Bill,

December 29, 2006 - yes, you are correct it was AT&T that did the swallowing - some $67 billion worth.

As an X-Bell and AT&T employee, I'm hopeful you would agree that it sounds as if the modem has tanked. I say this based upon the original problem description and the newer information re: 8:30 Tuesday PM surge. I would further question whether the dsl line was run through the Belkin surge protector. My guess is no but that's speculation.

They have been playing havoc in the Southeastern region and have done a very poor job of integrating services or let's say they've done a poor job of communicating the clandestine changes they have been making to integrate services. Despite the problems, I have nothing but praise for the local techs that service our immediate area.

 

I live in an Embarq (Old Centel then Sprint area) for the last 36 years. I have gave them hell also. My Brother in NC is also retired like I am and has no problems with them.
Most of their techs are great at what they do. It is the Management that leaves a lot to be desired. I hope that the original poster reads this and gives them a call, which in my opinion would be the first thing that I would have done. It is a FREE call and they can do all the checking right from there remotely then send a Tech or another Modem if need be.

 

Rockster2U and MrBill,

Thanks for your help. It helped me resolve the problem

I called AT&T and, to make a long story short, they tested everything from their end, and it turns out that the modem is bad. The good news is that the problem is resolved. The bad is that it is off warranty. However, I should have a new one by this afternoon. If all goes well, I will not be adding to this thread again and will post it as resolved.

Steven

 

Glad the you got it resolved. Sorry that is was out of warranty. If I have a problem like you did, that is the first thing that I do after powering everything down and starting over.

 

MrBill,

Thanks for your last message. This message is being sent over my new modem!

Rocksy2U,

BTW: The modem was connected through the Belkin surge protector. I'm a safety and security nut! Thanks again for your help.

Steven

 

Steven

I'm glad to hear that you are back up and running with a new modem. As I first posted, your problem was pretty straight forward.

Two final comments.

First (and it is a first), I've never heard of AT&T charging for a replacement modem. I've been through a dozen or more of these (lets call them similar) incidents with BellSouth/AT&T and have never heard the refrain, "the modem is out of warranty ". The technician has the authority to "replace" your modem without charge.

Secondly, if your DSL line (2 wire) was routed through your Belkin surge protector, Belkin should reimburse you for any costs associated with replacing the modem.

Again, glad to hear that you are back up and running.

 

Rockster2U,

Sorry about the name confusion in my last message. I've been multi-tasking.

Thanks for the info about AT&T and the warranty. Also about Belkin. I am going on vcation now, but I'll look into these matters when I return.

Steven