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Troubleshooting DSL Internet Access 

Please print this for future reference.

The power sync light on my modem is flashing red.

  1. Remove and replace the DSL phone line from the jack on your Alcatel unit.
  2. Unplug your Alcatel unit - do not turn unit off.
  3. Shut down your computer.
  4. After 60 seconds reboot your computer.
  5. Turn the Alcatel unit off and plug the power source back in.
  6. Turn the Alcatel unit on and observe the lights.
  7. Wait 2 minutes for the unit to sync (the Power/Sync indicator light will flash red during the wait).
  8. If the Power/Sync light does not turn solid green after 5 minutes, repeat steps 5, 6, and 7 (up to three times).

If this does not solve the problem, try the following:

How do I set up my e-mail account?

To activate your DSL Internet e-mail account, use our DSL Internet Account Management tool.

To use the tool, you will need the following information:

Your e-mail address will be the user name you choose, followed by @pacbell.net.
For example: username@pacbell.net

If you have a problem connecting to the tool, please check the following:

I have trouble accessing"dialup.pacbell.net" or other customer sites.

If you can access most web sites, but cannot reach Pacific Bell Internet Services customer site, there may be a problem with the way your DSL Internet service was set up. Please call our DSL Technical Support at 1-800-708-4638.

I am experiencing slowness on my DSL Internet service.

Transfer rates (throughput) change constantly, and are impacted by a number of factors, which we have no contol over:

  • Line Problems.
  • External interference.
  • Internet congestion/traffic outside of our Network.

The following are procedures to try, which my assist you in finding/resolving your throughput issues. Start with the first procedure. If you continue to experience Network slowness, call PBIS Technical Support at 1-800-708-INET (4638) for further assistance.

  1. Do you notice a common pattern? If you do, this may indicate an environmental interference, i.e. electrical devices, magnetic devices, weather, etc. If you do recognize a trend, try moving the device, or call the PCO to have your lines checked.

  2. Make sure the cable is properly connected. Unplug the cable from your Alcatel modem, and from your NIC. Reconnect the cable in reverse order.
  3. Unplug the power going to the Alcatel modem. Do "NOT" turn off the Modem.

    1. Shut down your computer.
    2. After 60 seconds reboot computer.
    3. Turn the Alcatel modem off, and plug the power source back in.
    4. Turn the Alcatel modem on.
    5. Wait 2 minutes for the modem to sync (the Power/Sunc indicator light will flash red during the wait). If after 2 minutes the Alcatel does not sync, you may have a line problem, call Pacific Bell Technical Support at 1-800-708-INET (4638).

  4. Check our System Status page at: http://dialup.pacbell.net/help/. Any reported PBIS Network issue that could affect your performance would be posted here.

  5. Go to http://www.internettrafficreport.com. This site will show you if any of the major Internet backbone providers are experiencing packet loss. A serious outage on the part of one provider can affect the performance of others, as traffic is re-routed through the system.

  6. If none of the above resolves the problem, call 1-800-708-INET (4638) for technical support.

Also keep in mind that your connection speed is measured in bits, whereas download speeds reported by your computer are measured in bytes. 8 bits is equal to 1 byte. The formula for converting your connection rate (kilobits) to your download, or throughput rate (kilobytes) and taking in consideration for 30% packet overhead loss is: Connection rate divided by a factor of 8 and multiplied by 70%. Example: [384,000 bits divided by 8 (bit to byte conversion)] multiplied by 70% =33,600, 33.6K.

The Basic Up to 1500 Internet Access Service and the Enhanced Up to 1500 DSL Internet Access Service offerings provide downstream speeds of up to 1.5 Mbps. The actual through put speeds for this DSL Internet Service may vary due to Internet congestion, and other factors associated with the Network. The Basic/Enhanced Up to 1500 DSL Internet Access Service offerings come without a minimum speed guarantee.

Can I register a custom domain name for my DSL Internet connection?

Basic DSL Internet Service does not include support for custom domain name registration. If you want to register a domain name on your DSL Internet service, you must upgrade to Enhanced DSL Internet service.

To upgrade to Enhanced DSL Internet service, contact the DSL Internet Order Center at 1-888-884-2DSL (2375), Monday through Friday, 8:00AM - 5:00PM.

If you are an Enhanced DSL Internet customer, and you wish to register your custom domain name, please contact our Provisioning Department at provisioning@pbi.net.

There is no dial tone on my voice phone line.

There is a problem with either your POTS splitter or your DSL Internet line. Call 611 to have your line checked.

I am receiving DNS, "server unavailable" errors.

Power cycle Alcatel unit:

  1. Unplug your Alcatel unit - do not turn unit off.
  2. Shut down your computer.
  3. After 60 seconds reboot your computer.
  4. Turn the Alcatel unit off and plug the power source back in.
  5. Turn the Alcatel unit on and observe the lights.
  6. Wait 2 minutes for the unit to sync (the Power/Sync indicator light will flash red during the wait). 
  7. If the Power/Sync light does not turn solid green after 5 minutes repeat steps 4, 5, and 6 (up to three times).

If this does not solve the problem, try the following:

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