90 Troubleshooting EarthLink DSL FAQ | DSLReports.com, ISP Information

Table of Contents

10 General (13)
20 Connection & Tweaking (4)
30 Setup Installation and Configuration (18)
40 Hardware (6)
50 Software (6)
60 Account Maintenance (2)
70 Networking and Sharing (7)
80 Newsgroups (13)
90 Troubleshooting (30)
100 UHP DSL Modems (26)
110 Other (25)

90 Troubleshooting

Where is Earthlink's Net Status Page?

EarthLink Network offers you a number of ways to get the latest system status updates. First, you can look at this page.

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by Archivis edited by skj
last modified: 2006-03-19 20:51:23

How do I test at my NID? What does it look like?

Start by reading these (don't skip any steps as you only hurt yourself):

• How do I check modem stats, synch rates & speeds at NID - Residential Housing

• How do I check modem stats, synch rates & speeds at INI - Residential Apartment
_________________________________________________

• How do I check modem statistics/event logs? What do the numbers mean?

Although what is monitored and the exact name may be different depending on manufacturer, the overall information is pretty much the same. Below are some of the common terms and measurements used to judge line quality. Remember these are not hard numbers but simply a generalization of line statistics:

SN Margin (AKA Signal to Noise Margin or Signal to Noise Ratio)
Relative strength of the DSL signal to Noise ratio. 6dB is generally the lowest dB manufactures specify in order for the modem to be able to synch. In some instances interleaving can help raise the noise margin to an acceptable level. Generally speaking, as overall bandwidth increases, your signal to noise ratio decreases. So a customer that upgrades from 1.5 to 6.0 service will typically see a corresponding decrease in the signal to noise ratio. The higher the number the better for this measurement.
6dB or below is bad and will experience no synch or intermittent synch problems
7dB-10dB is fair but does not leave much room for variances in conditions
11dB-20dB is good with no synch problems
20dB-28dB is excellent
29dB or above is outstanding

Line Attenuation
Measure of how much the signal has degraded between the DSLAM and the modem. Maximum signal loss recommendation is usually about 60dB. One of the biggest factors affecting line attenuation is distance from the DSLAM. Generally speaking, bigger distances mean higher attenuation. The lower the dB the better for this measurement.
20dB and below is outstanding
20dB-30dB is excellent
30dB-40dB is very good
40dB-50dB is good
50dB-60dB is poor and may experience connectivity issues
60dB or above is bad and will experience connectivity issues

Also read the Note: (look for the blue arrow)

If that corrects all your problems then consider a "Whole House" Splitter:
»EarthLink DSL FAQ »Can I see an example of a splitter install?

Also read these for details on finding the source of your DSL Interference:

• »SBC DSL FAQ »RF Interference troubleshooting

• »AT&T Midwest/Ameritech FAQ »My DSL loses sync regularly. How can I detect interference with an AM Radio?

This below is for the Bellsouth service area, but the information is good for the US in general.

Note: If you do not have a NID, call your Telco and get one installed as you are outdated for ADSL service (even Telco service for that matter) according to the Telcos that charge you for voice service each month. The Telco's received Millions in Federal Write-Offs/Credits to upgrade their Networks for Broadband and that included upgrading customers to NIDs when found that they only have protector units (at no charge to the customer). Read this archived page to understand. »web.archive.org/web/199910131441···nid.html

Or read this image of the page.

Supporting info from »www.cincinnatibell.com:

Customer Support: Consumer Information: Repair/Installation Charges
»www.cincinnatibell.com/customer_···charges/

* A NID creates a defined point of demarcation between the telephone network and inside wire. When utilized properly, the NID will assist you in determining if service difficulties exist in the inside wire or outside network. If you do not have a NID, you may hire Cincinnati Bell to install one, do it yourself, or hire an outside contractor to install one for you. (If you do not choose to have Cincinnati Bell install the NID, Cincinnati Bell will not be responsible for its proper installation and maintenance.) If there is not a NID in place, and you cannot ascertain that the service difficulty is located on your side of the demarcation point, Cincinnati Bell will come out at no charge to diagnose the problem and install a NID at no charge during the visit. Charges will apply if a NID is present upon Cincinnati Bell's arrival.

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by Doctor Olds
last modified: 2009-06-21 22:30:23

How fast is my connection ??

Given the popularity of the speed tests here at DSLR and the fact that they may traverse numerous networks beyond Earthlink/Mindspring's control, you may not get an accurate speed rating of your DSL line. Any speed test is really testing the slowest link in the chain, so to speak.

Also, EL/MS will likely not use any tests outside of their network as a basis for further troubleshooting related to 'slow speeds'. So, download something from their own website! This page, http://download.mindspring.com/maxdsl/, has links to various software that should work fine. For example, the NTS PPPoE client is 4.25MB or the WinPoet client is 3.65MB. Those are large enough that your web browser should have time to 'stabilize'. Use the numbers you get from downloading these if you ever decide to call tech support.

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by Hall
last modified: 2004-04-20 18:38:36

What is Safe Mode?

See this post for an explanation of "Safe Mode" details:

/forum/remark,4671084
Note: This only applies to Covad-provisioned circuits

For users who have Covad's 3.0Mb/s and 6.0Mb/s download speeds, there is also a Safe Mode for that too. In Safe Mode, downstream is capped at 2016k and 4000k respectively and Interleaving is turned on to stabilize the line. Upload is unaffected. The other changes mentioned in the linked thread above still apply.

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by Doctor Olds
last modified: 2006-12-05 13:13:45

Freezes and/or Stalling of my DSL?

So as to not replicate the information in other FAQs, take a look here:
Freezes?

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by mballard edited by Doctor Olds
last modified: 2006-03-14 12:36:04

Why can't I get anywhere near 1500/128 advertised speed with Earthlink/Verizon?

Earthink/Verizon in old Bell Atlantic territory currently has a line capacity of 768/128 if the loop length is greater than 8000 ft, if it is lower, it may possible be less. In old GTE territory, current line capacity is 768/128 regardless of loop length.

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by Coriolis3 edited by Hall
last modified: 2004-04-20 18:38:52

How to Reset TCP/IP in Windows XP

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by Doctor Olds

Uninstall and reinstall DUN and the TCP/IP protocol in Windows 98

Page cannot be displayed or can't browse/Uninstall and reinstall Dial-Up Networking and the TCP/IP protocol in Windows 98

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by Doctor Olds
last modified: 2006-05-19 21:31:14

Trouble Sending Mail? - Earthlink SMTP Servers

This information is current as of September 24, 2005.

Earthlink has 2 SMTP server systems for sending mail. They are described below.

smtp.earthlink.net

* Open, non-authenticated mail sending for Earthlink customers.

* Accessed only on port 25 (SMTP).

* Protected by IP filtering only (IP-allow). With the many Earthlink partners supplying network connections, this IP-allow often fails.

* World-wide SPAM problem puts pressure on Earthlink to eliminate this server/service and Earthlink has announced it will be phased out.

* IP-allow problems eliminated by using smtpauth.earthlink.net. Unfortunately, this seems to have created a low-priority within Earthlink to fix these IP-allow problems when they occur.

* When experiencing IP-allow problems, it *may* be possible to recycle your IP address and end up with an IP that works. Of course, this is not a reliable work-around.

smtpauth.earthlink.net

* Closed mail server for Earthlnk customers. Must be authenticated with Earthlink account (full email address and password). Authentication techniques supported:

TLS (STARTTLS)
AUTH PLAIN
AUTH LOGIN
AUTH CRAM-MD5

* No IP filtering, can be accessed from any network.

* Accessible on both ports 25 and 587. This can help get around blocks on port 25 many networks (including Earthlink) use.

* Performs a check of the "From:" field of all email messages. It appears the domain name must have a valid DNS lookup to send mail.

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by Bill_MI edited by Doctor Olds
last modified: 2005-09-28 16:53:22

How come I can't send email from my non-EarthLink accounts?

EarthLink implements port 25 blocking for all consumer-grade accounts that requires you to use their smtp server for all outgoing mail. Even if your email address ends in @another_domain_name.com you can still send and receive mail using your EarthLink connection by specifying one of their many smtp servers in the "outgoing mail server" field on your favorite email program.

If your EarthLink address ends in @earthlink.net then use:
smtp.earthlink.net
for all your outgoing mail needs.

If your EarthLink address ends in @mindspring.com then use:
smtp.mindspring.com
for all your outgoing mail needs.

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by rvwinkle8 edited by skj
last modified: 2006-03-19 20:53:27

Does Earthlink block port 25?

Yes, Outbound only. Originally announced by emailed letter as seen in the 10-03-2000 News at BBR:

»Earthlink blocks port 25 outgoing!

Read this archived page for the details.

»web.archive.org/web/200210021723···/port25/

Newest info is here:

Port 25 Blocking FAQ

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by Doctor Olds
last modified: 2006-03-17 23:54:58

How come I can't send Earthlink email while connected via another ISP?

Earthlink has IP filtering enabled. This means that if you're connected through another ISP and try to send email through Earthlink's mail servers, you'll receive an error.

A recent change Earthlink has made is the addition of "smtpauth.earthlink.net". This is an SMTP mail server that requires a user to "authenticate" or "log in" to it in order to *send* mail. This is ideal for users who connect via a different ISP other than Earthlink's, as in at work or when traveling.

To use it, simply replace the smtp server entry you currently have. Also, you must specify that this server requires outgoing authentication. Current versions of Outlook Express, Eudora, Netscape/Mozilla, and likely others support this feature. Finally, you need to enter your full email address and email password in the appropriate locations for the outgoing authentication.

Finally, some ISP's (including Earthlink) have implemented port 25 blocking. This means that they could restrict you from using any other ISP's SMTP server while you are connected through them. This means that none of Earthlink's standard mail servers, including the smtpauth.earthlink.net server, will work, and you will need to use your ISP's outgoing mail server in order to send email unless you use alternate port 587 with ASMTP (see note below).

»EarthLink DSL FAQ »Trouble Sending Mail? - Earthlink SMTP Servers

[Thanks to Hall

]

NOTE: You may have to use the alternate email port 587 if the ISP you are using also blocks port 25 outbound. Check the FAQ links belows for help as needed [Thanks to Doctor Olds

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by Archivis edited by Doctor Olds
last modified: 2006-02-26 21:54:19

How come when ever the DSL modem is on I hear noise on my voice line?

by GodOfDSL:
This problem is usually caused by the Splitter in the Telephone Company's central office. You should contact your local phone company and have them test the line.

If you run into the road block of you having DSL with someone else. Don't let this deter you.
As long as you can explain this to them right they should help you. If worse comes to worse, I have heard of Tech support reps actually calling the phone company on occasion to assist with this, but it is up to the individual rep. The noise you hear occurs when the DSL modem is on, because it is now requesting a signal from the DSLAM. The part the noise actually gets your line is in the equipment at the CO, generally the Splitter, where your DSL line connects to your Voice line. Now the Phone company may say this is Covad's property. The Splitter is owned by the phone company, so don't let them tell you that.
They may also tell you that they cannot touch Covad's equipment and there for you will need to open a Trouble Ticket (TT) with Covad in order to get this resolved. Covad cannot open TT's for voice problems.

(Please contact ELNK to open the Actual TT with Covad, Covad will not open a TT with a customer Directly.)

There are two ways the phone company will handle this. They will either fix the problem with the voice and the DSL and they will work properly together.

Or they will yank the DSL off of the Cross connects, which is before it gets to the splitter, going out. And this will kill your DSL signal.

If the latter happen, then please call ELNK and have them open a TT with Covad to have the Cross Connects checked if needed or replaced.

Please note!

On a few occasions this is caused by inside wiring or filters, but it is most often caused by the splitter in the CO. Please check your local settings before calling the phone company. Best way to do that is to isolate the line to one phone and filter, and your DSL modem, try not to use a cordless phone for this.

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by GodOfDSL edited by Hall
last modified: 2004-04-20 18:39:45

My DSL disconnects when I answer the phone or when the phone rings.

If you lose sync when the phone rings there is a problem that needs repair.

Losing sync when the phone ring means that either the IW (inside wiring) is marginal (time for a NID test), and if it fails there, then the Filter/Splitter at the CO is bad/marginal .(cross-connects filter) However, if the inside wiring is found bad, then it is time for a "Home Run" installation.

There is another possibility as shown in this FAQ:
»DSL FAQ » My DSL disconnects when I answer the phone

Q: My DSL disconnects when I answer the phone (#326)
A: This is a symptom of bad internal wiring, or problems with filters, splitter or sockets.

Another possibility is an MTU on the line. An MTU, is a Maintenance Test Unit. In days long gone, it was used to remotely check for problems on your phoneline. It seems these lovely units that consist of an Op-Amp and a bunch or resistors, capacitors, etc ... cause major problems with DSL. These are generally located in your phone closet or basement (where the phoneline comes from the street into your house/apartment).

You can have your phone company do a line check and they should be able to determine if you have one on your line and approximately where it is located.

(Thanks to Doctor Olds)

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by Doctor Olds
last modified: 2009-03-19 20:10:06

My DSL only works when I pick up the phone or while I use the phone?

»AT&T Midwest/Ameritech FAQ »DSL works only with phone off-hook, known as High Open

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by Doctor Olds

What does Earthlink say about loss of sync resolution?

Found on the Internet at large and edited for clarity:

We understand that you have not been able to receive a Sync signal.

We apologize for the inconvenience caused to you.

In order to resolve the issue we need to check the Sync at the NID (Network Interface Device) level. If you don't have sync at NID level you have to contact your local Telco.**

**[My Comment - this one sentence above is seriously wrong though - Earthlink will need to create a Trouble Ticket for you as seen near the end of this information, keep reading... they do get it right finally]

Please perform the testing for sync at the NID

Note: We now have a PDF document with step by step instructions on how to perform this. If you wish to view it, then please go to the following URL:
< »www.earthlink.net/broadband/pdf/···tnid.pdf >

This procedure allows us to test for sync at the NID (Network Interface Device). The NID is a device provided by your phone company that routes your phone line(s) out of your home. Usually a NID is a small plastic or metal box on the exterior of your home. If you live in an Apartment Complex, the NID may be larger and possibly inaccessible. You may need to contact your apartment manager to gain access to your NID.

Find the NID at your home, gather your DSL modem, a length of phone cord, the modems power supply, and possibly an extension cord. Take these outside to where the NID is located.

Most NID's open up, have a series of wiring and one or two line test plugs. These are just like the ports in your standard wall jack. Usually the test ports have a pigtail connector (like what is on your phone line) in them.

Remove the pigtail connector; insert your phone line into it, the other end into the DSL modem. Hook up the power supply. Turn the modem on.

If your modem shows sync at the NID (Please allow 5 minutes to check for sync), it means that, somewhere inside your house, your lines are disrupting your DSL signal. Sometimes, alarms or home security equipment can disrupt your DSL connection.

If you are still experiencing no sync problem at the NID, please contact technical support at 888-829-8466 to get a trouble ticket opened for this issue.

The PDF Guide is also available here:
Local copy of the syncatnid.pdf file

There is an online tutorial version here:
»web.archive.org/web/200410240806···tnid.jsp

Hopefully this information will help get your loss of sync at the NID issue escalated to Tier 2 Support and quickly get your Trouble Ticket in the system.

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by Doctor Olds
last modified: 2006-02-02 08:44:52

What are some common household items that may cause interference with your DSL?

What are some common household items that may cause interference with your DSL line?

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by Doctor Olds

How do I isolate my DSL signal?

Isolating the Signal on your DSL Line

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by Doctor Olds

Why do ATM OAM End to End Ping & ATM OAM Segment Ping tests fail?

It means you are on a Remote Terminal in most cases and doesn't affect your DSL service if either or both tests fail as long as the rest of the tests pass.

Explained in detail here:

�What does Perform ATM OAM end to end ping with a result of fail mean?

Also seen in this thread:

»Had to switch Netopia 3314 to bridged mode today...

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by Doctor Olds

All FAQs » EarthLink DSL FAQ » 90 Troubleshooting