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Internet Support

If the below solutions do not work, please call 1.800.706.6538

MODEM Brands…. Comtrend, ZHONE,Visonet

Check #1… Is the DSL modem connected correctly to the Incoming DSL Line
On the back of the modem where the cables connect look for the port that is labeled “LINE” or “ADSL”
The phone line coming from your wall jack should be connected in this port.
If the phone line is passing through a filter or line conditioner, make sure it is connected to the “Modem” side of the filter.
**Correct connection should result in a solid DSL, ADSL or Status light on the modem indicating that the modem is properly synced with the Star Communications field equipment. If this is not the case please contact Star Communications Office for Technical Support**

Check #2… Is the DSL modem connected correctly to your PC or Wireless Router
On the back of the modem where the cables connect look for the port that is labeled “LAN”. On some brand of modems there is only 1 single port labeled “LAN” while on other brands there are 4 LAN ports. The ethernet cable should be connected to “LAN1”. The other end of the ethernet cable should be into your device (PC or router). If you are using a wireless router make sure you are connected to the port that is labeled “INTERNET” “MODEM” or “WAN”
**Correct connection should result in a active LAN light on the modem indicating that the modem is properly connected to your device (PC or router). If the LAN light is not on please contact Star Communications Office for Technical Support**

MODEM Brands…Motorola

Check #1
Is the cable modem connected correctly to the Incoming coaxial line Insure that the coaxial cable coming from the wall area is connected securely to the modem.

Check #2
Is the cable outlet that the modem is connected to a working outlet If you have a digital cable box for the video service, connect it to the outlet being used for the internet service and make sure the box pulls in a signal. If it does then the outlet is a working outlet.

**Correct connection to a working outlet should result in a solid ONLINE light on the modem indicating that the modem is properly synced with the Star Communications field equipment. If this is not the case please contact Star Communications Office for Technical Support**

Check #1
Is the cable modem connected correctly to customer device (PC or Router) Insure that an ethernet cable is connected from the Motorola cable modem to a PC or Router. If connecting to a router the ethernet cable should be in the port labeled “INTERNET” or “MODEM” or “WAN”.

**Correct connection of the ethernet cable to the modem and customer equipment will result in a flashing PC-Activity light on the Motorola modem . If this is not the case please contact Star Communications Office for Technical Support**

Check #1… Is the ethernet cable coming from the Fiber Mod connected correctly
In the room where the PC or Router is typically located you will find an ethernet cable coming up through the floor. In some cases a data jack may have been installed in this room also. The ethernet cable coming through the floor or the installed data jack is the source that the internet service is coming in on. Insure that there is a connection of the ethernet cable into your device (PC or Router).

Check #2… Is the Battery-Backup Unit (UPS) correctly plugged into a power source
The Battery-Backup Unit (Grey or White box with red writing) supplies electrical power to the Fiber Mod on the outside of the house. Insure that the Battery Backup Unit is connected properly to an A/C outlet that is working. Also insure that the cable leaving the unit and going into the floor is secure in the Battery Backup Unit. If this unit is not connected correctly the Fiber Mod will begin to disable its ports in an attempt to save dial tone.

**If the above checks have been completed and the internet service is still not working, please contact Star Communications Office for Technical Support**