Caveats: This guide was developed in order to troubleshoot DSL connections for the ISP where I work. It is used for Win9x and ME customers who use Verizon for the phone company portion of their connection, and we presume you have a static IP address (ie, no DHCP). The steps listed here should help you, but your mileage will definitely vary. Everything in this guide is presented at your own risk.

I've never been able to come up with a way to effectively troubleshoot a DSL connection for a Macintosh user, because of lack of built in commands like ping, arp, and so on. Which is part of why I'm contributing this information; I hope that someone will post an equivalent guide for Mac users. If you do, I'll send 10,000 fluffly pink Energizer bunnies to your doorstep.


  1. Power cycle the modem.
  2. Three solid green lights on the modem?
  3. Open DOS window and ping, ohhh,
    • If ping worked, goto step 10.
    • If ping failed, continue.
  4. Check for carrier light on the NIC.
  5. Click the Start button, then choose Run then type winipcfg. Check IP setup for NIC (not PPP).
    • If IP is good (it matches what your ISP told you to enter when you first got the account with them), note the IP number and continue.
    • If IP is bad, fix via the TCP/IP entry under "Network" from the Control Panel.
  6. Verify you have the correct gateway address for your IP address.
  7. Open a DOS window and ping your own IP address (from step 5).
  8. Ping gateway address
    • If ping failed, continue.
    • If ping worked, verify TCP/IP gateway settings.
  9. Open DOS window and enter command: arp -g
  10. Can you ping (as distinct from IP address given in step 3)?

I've omitted a couple of ISP-specific steps where they check entries in their router, but if you've gotten all the way to step 9 and haven't solved the problem, you'll need their help anyway.