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Frequently asked questions

I am getting "Error 678 : The computer you are dialling into is not answering" What does this mean and how do I fix this?

Also known as timeout or No IP

Make sure you have the login ID in the username box (i.e. john1234@bellnet.ca)

When you click on connect do the lights on the modem blink?

If the lights are blinking

Step 1: Check to make sure no firewall is being used.

Step 2: Check to make sure you are not on a network.

If the problem still exists then restart your modem.

Alcatel Speedtouch Home
Turn off the power switch located on the back of the modem.
Wait 1 minute.
Turn power back on.
Wait for the POWER/ALARM and the LINE SYNCH light to be solid green (it takes a minute).

SpeedStream 6300
Turn off the power switch located on the back of the modem.
Wait 1 minute.
Turn power back on.
Wait for the POWER and the DSL light to be solid green (it may take about a minute).

All other modems
Remove power from the modem by unplugging the power source.
Wait 1 minute.
Reconnect cable.
Wait for the POWER and the DSL light to be solid green (it may take a minute).

IMPORTANT - If the DSL / Line Synch doesn't light up after these steps, please contact our helpdesk at 1 877 877-2426.

If the lights are not blinking at all

Step 1: Check that the modem's DSL light is solid green (Line synch in the Alcatel modems).

Step 2: Check that all cables are plugged in properly (You can also try reversing the network cable).

Step 3: Check to see if your network card is disabled. Click on Start -> Settings* -> Control Panel -> System -> Hardware -> Device Manager.

*If you don't see Settings, just skip it.

Step 4: If there is a red 'X' beside anything under Network Adapters then right click on the device and select Enable.

Step 5: Try to connect again.

If all lights are blinking and you are on a standalone computer and no firewall is installed.

Step 1: Click Start, then Run.

Step 2: Type cmd, then click OK.

Step 3: : In the new window that pops up type the following: NETSH INTERFACE IP RESET RESETLOG.TXT and then press Enter.

Step 4: Reboot and try to connect.