DSL

How to Perform a Speed Test

  • The following link will allow you to perform a test of your DSL speed on Qwest's server, which will provide more accurate information than third-party speed tests.
  • You will need to perform the speed test three times to get an average speed.
    • The average speeds you see in the speed test results should be within 75% of the speed that you are configured for.

Thinking about Upgrading to a Higher Speed?

The speed of your DSL connection is set by Qwest, so an order will need to be placed to upgrade your speed. Please contact support to inquire about upgrading your speed.

Slow speeds on your DSL connection can be caused by a variety of issues. This article will help you to identify the cause of the issue and provide assistance in resolving it.

Step 1: Check Modem Speed

By logging into the modem, you can see exactly what speed the modem is connecting to Qwest.

  1. Go to 192.168.0.1 in your browser
    • This is the default address of your DSL modem.
  2. Click on Status
  3. In the status section we want to look for speed up/down or downstream/upstream rate.
    • This will either be in WAN status or General status depending on your modem and firmware version.
    • You should see your speed here represented in kilobytes (KB).
      • If the number you see here is less than the speed you are paying for, proceed to step 2.
      • If the number here is correct then the modem is connecting up correctly and it is most likely not a physical or Qwest issue; Proceed to step 3.

Step 2: Check Physical Factors

Your Qwest DSL modem and anything using the phone lines in your home must be plugged in correctly in order for you to get optimal DSL speeds. Here are several things, which if plugged in incorrectly, could cause slower speeds:

  1. Make sure the line from the modem is plugged into the LINE port and goes directly to the wall jack (no filter in-line).
    • A splitter is permitted, but removing it during troubleshooting is helpful since the splitter could be functioning incorrectly.
  2. If you have phone service on the same number or line as your DSL, you need to have a DSL filter installed on every single jack in use on that number (with the exclusion of the jack the modem is plugged into).
    • This includes jacks used for phones, fax machines, security or alarm systems, and satellite TV systems.
  3. Try replacing the phone line that runs from the phone jack to your DSL modem.
  4. If the above items are as they should be or have been corrected and the modem is still not showing the correct up/down rate, we will need to troubleshoot with Qwest. Please contact support and we can assist you in troubleshooting with Qwest.

Step 3: Troubleshoot Internal Network Issues

If your Qwest DSL modem is showing to be connected up at the correct rate, the problem most likely lies within your home network.

  1. Plug a single computer directly into the modem using an Ethernet cable.
  2. Go to http://www.speedtest.net/ and run 3 speed tests. If the speeds are higher, this tells us that the speed issues you are seeing are internal to your home network.

LightBulb.pngIf at any point you need assistance with any of these steps, please contact support.

Causes

An intermittent DSL connection can be caused by a variety of issues. This article will help you to narrow down the cause of the issue and provide assistance in resolving it.

Here are a few things that generally cause drops in your DSL connection:

  • The connection between your modem and Qwest dropping, which is generally a physical issue (something connected incorrectly or a component going bad) or a Qwest issue.
  • A bad modem.
  • If you connect wirelessly, an issue with the wireless feature in your modem, router, or on your computer is not working or is incorrectly configured.
  • If you have a router between your computer and modem, an issue with them communicating. This may be a configuration issue or a bad piece of hardware.
  • An issue with the network card in your computer.

LightBulb.pngFRII can assist in determining the root cause of the issue, but can only provide assistance with resolving modem, Qwest, or physical issues.

Troubleshooting

  • FRII keeps a log of every time your modem connects and disconnects
    • If this log has recorded frequent disconnects, that will generally eliminate problems with your computer or home network.

Internal Issues

If your DSL connection does not appear to be disconnecting from us or Qwest, the problem most likely lies within your home network. Please follow the steps below to isolate the problem:

  1. Plug your computer directly into the modem; this serves to bypass your router if you use one, and take wireless issues out of the equation.
    • If the connection no longer drops when your computer is plugged into the modem, there is an issue with your router or wireless setup.
  2. If the connection still appears to drop with a single computer, use a different computer to try and determine if a network component in your computer is not functioning correctly.
    • If this computer works fine, you will need to have your computer checked by a professional.

Modem Issue

If your modem is going bad or has an incorrect configuration, this may cause it to drop the connection.

  • You can first start by resetting your modem back to the factory default settings, which can be done by pressing and holding the reset button on the back of the modem until the lights turn off or begin to flash.

If this does not correct the issue or if Qwest determines that the issue lies in your modem, a modem replacement will be necessary.

  • If you are leasing your modem from Qwest or if you purchased it from Qwest less than a year ago, your modem will often be replaced for free.
    • Otherwise, a new modem can be purchased from Qwest or at most electronics stores.
      • FRII recommends Actiontec DSL modems.
        • A list of Qwest supported modems can be found here.

Physical and Qwest Issues

If the DSL light on your modem flashes steadily, there is a physical or Qwest issue. Please follow the steps below to isolate the problem:

  1. Make sure the line from the modem is plugged into the LINE port and goes directly to the wall jack (no filter in-line).
    • A splitter is permitted, but removing it during troubleshooting is helpful since the splitter could be functioning incorrectly.
  2. If you have phone service on the same number or line as your DSL, you need to have a DSL filter installed on every single jack in use on that number (with the exclusion of the jack the modem is plugged into).
    • This includes jacks used for phones, fax machines, security or alarm systems, and satellite TV systems.
  3. Try replacing the phone line that runs from the phone jack to your DSL modem.
  4. If the above items are as they should be or have been corrected and the connection is still intermittent, we will need to troubleshoot with Qwest.

This article will provide assistance with the basic setup of your Century Link DSL modem.

Supported Modems

  • This is a list of modems that FRII Technicians can help you set up and configure for basic connectivity. The modems we support are determined by models which Century Link guarantees will work with their service.
  • LightBulb.png If you're purchasing a new DSL modem, ensure the modem supports ADSL!

2Wire

Actiontec

1520/1524

C1000A

GT701-WG

GT701-WG (QW05)

GT701D

GT724-R

M1000

M1000 (QA02.5)

Warning.png M1000 modems do not come with wireless capability. You must purchase a wireless add on; information about this can be found here.

PK5000

Q1000

Motorola

Netgear

Unsupported Modems

Zoom ADSL Modems

These modems are NOT supported by Century Link but are supported by FRII. Configuration and Wireless assistance can be found by going to the Zoom User Manual.

Cisco Modems

Please note that these modems are no longer supported, but we do still provide information for configuration as a courtesy for customers who still own these modems.